Team Lead Technical Support

Position Summary Reporting to the Manager, ICT AVIT Projects and Support, the Team Lead Technical Support is responsible for leading and providing daily supervision to the Student AVIT/Service Desk Analysts and providing daily supervision to the Technical Support team in support of the university wide service desk operation, AVIT classroom and event activities, and university computing hardware and software supporting all faculty, staff and students. This position will ensure that all incidents and service requests handled by the Student AVIT/Service Desk Analysts and the Technical Support team are prioritized, responded to, resolved, and documented in a timely manner ensuring customer satisfaction. The Team Lead Technical Support will ensure ITIL service delivery best practices are utilized/implemented and track appropriate KPIs. The Team Lead Technical Support is responsible for providing 2nd level and 3rd level technical support of computer hardware/software, telephony, classroom AV/IT technology, and service equipment as reported by University faculty and staff. The specialist is expected to provide quality technical resolutions to incidents and problems and must maintain an appropriate level of knowledge in all university standard hardware, software, and peripherals. The incumbent will work within the defined service delivery model ensuring service tickets are prioritized, responded to, resolved and documented in the service management tool. The Team Lead Technical Support is client service focused, and able to professionally communicate, engage, follow up and collaborate with faculty, staff, students and technical support staff in other departments of the university to ensure that the services offered by ICT meet the requirements of the institution. The incumbent is able to apply strong problem solving skills that can be applied in various types of environments and situations. Services provided include remote and in person support. The Team Lead Technical Support is required to provide functional guidance to clients on the use of technology and be able to communicate with clients who have varying levels of knowledge. This position is based at the Brantford Campus however the incumbent will be required to provide the above services to both the Brantford and Milton campuses remotely and in person when required. Flexibility to travel to and work from either campus, as directed, is required. The incumbent provides subject matter expertise to the Brantford and Milton campuses, requiring regular interpersonal interactions and collaboration with departments. Accountabilities Support Services Monitor the ticket queue in the service management tool and respond to, resolve, record and close service incidents meeting expected service levels. Follow up on open service incidents assigned ensuring tickets do not remain open beyond the expected service level. Clearly document resolution for each incident providing a reference for colleagues Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations, and resolutions. Take ownership of technical problems and be proactive in resolving the issues Effective problem resolution and provisioning of services to the campus community, including provision of technical expertise and training. Ensures that service requests and incidents are logged, assigned, and resolved in accordance with service level agreements and service management best practices. Troubleshoot, repair or elevate issues related to computing systems both hardware and software and mobile devices. Collaborate and consult with ICT Infrastructure on network and wireless issues. May be required to provide technical support remotely and/or on site for other Campuses; Waterloo, Kitchener, Milton; travel may be required to the other campuses. Acts as a backup person for other members of the ICT Support group as required. Participates on project teams as required. Complete faculty and staff moves when required Administer support for WLU ancillary departments including POS computers, receipt printers, OneCard devices, Ricoh printers (PrintMe) and software, specialized printers, and payment processing terminals. Provide technical training to staff, faculty, students, and external clients on how to use a variety of audio-visual media equipment such as projectors, classroom console computers and panels, sound systems, and web-conferencing solutions in a classroom/meeting room environment. Ensure service requests for event and or conference support are logged, assigned, scheduled, and closed. Troubleshoot, repair or elevate issues related to integrated AV systems. Technical Elements Performs routine maintenance and periodic upgrades on hardware and systems, ensuring a clean and safe environment in computer labs and classrooms. Image new computers as part of the evergreen programs for employees, computer labs and classrooms Hardware support for PC and Apple desktops, laptops, phones, tablets, POSs, and payment processing terminals. Install audio visual technology replacements or upgrades as part of the evergreen program. Triage wired and wireless computers for network connectivity– DHCP, DNS, TCPIP Images, updates and maintains client’s workstations and peripherals. Stay up to date and follow market trends on computing technologies. Participate in technology product reviews by creating an evaluation plan, setting up test environments and documenting evaluation results. Provides hardware and software assistance to clients remotely and on-site (deskside) Staff Supervision Responsible for supervision and leadership of the Student AVIT/Service Desk Analysts and Technical Support team including planning, monitoring and co-ordinating the activities and workload of the team Coordinates with the manager to ensure adequate staffing levels to meet client needs. Onboard and mentor new Student AVIT/Service Desk Analysts and Client Technology Specialists in the ICT processes and tools Train new hires and existing staff on support responsibilities and activities in support of the service delivery model and service level agreements Responsible for creating and updating a training plan for new student staff and training this staff. Informs Manager regarding any staff performance concerns, retraining or corrective actions required Contributes in the hiring processes to acquire quality, skilled resources; this includes participating in the development of job descriptions and interviewing candidates for both full time and student employees Coach Student AVIT/Service Desk Analysts and Client Technology Specialists on proactive activities to drive success within ICT Employee and Computer Labs Evergreen Programs Based on 5 year plans, upgrade the computer labs with new hardware and upgrade employee computers through the evergreen program Maintain appropriate hardware inventory levels on campus to ensure an efficient service delivery model. Responsible to track accurate inventory/CMDB records and financial transactions where the integrity and accuracy of data is paramount. Assist with updating relevant webpages and testing of computer imaging sequences. Work with the team to deploy new evergreen computers to clients ensuring their needs are met. Milton Campus Responsibilities Provide 2nd& 3rdlevel technical support for all faculty, staff, students and ancillary departments. Responsible for support of all hardware, software, wireless, web conferencing, and audio-visual issues in classrooms, computer labs, meeting rooms, and staff offices. Ensure all incidents and service requests are recorded, responded to, resolved, and closed meeting expected service levels. Support will be provided remotely and in person when required; Expected to provide on-site support on campus regularly or when required for emergency technical situations. Responsible to support events and conferences remotely and or on-site. Make certain there is spare equipment at the Milton campus to provide hardware support; items such as spare desktops, laptops, cables, monitors, keyboards, mice, audio visual technology, etc. Accountable to ensure resources are available to provide technical support for the Milton campus Qualifications Community College Diploma with 2 years work experience in a technology related field, preferably in a post-secondary institution Minimum two years recent experience in a supervisory or team lead role; strong leadership skills Experience in interviewing, hiring, training and organizing tasks for staff Leadership, facilitation, influence, negotiation and presentation skills CompTia A+ or Microsoft Certified Desktop Technician Support (MCDTS) or Microsoft 365 Certified: Modern Desktop Administrator Associate required ITIL Foundation Certification an asset Advanced knowledge and experience with Microsoft windows 10 operating systems and Mac OSX Strong knowledge and technical experience with personal computer hardware, Mac computers, and the ability to troubleshoot and provide timely resolutions Sound knowledge and problem-solving skills for AV technology and wiring; ability to perform hardware maintenance; technology includes projectors, web-conferencing, document cameras, and AV control systems Exceptional customer service skills demonstrating strong knowledge of customer service best practices Strong interpersonal and collaboration skills, particularly in influencing, networking, and negotiation skills with staff and faculty with varying levels of technical expertise Strong organizational skills, accuracy and attention to detail, excellent problem-solving skills, proven ability to handle multiple priorities, work under short deadlines and manage changing priorities A professional approach and positive attitude with a willingness to learn new technology showing initiative Ability to be discreet and to maintain confidential information Physical ability to move equipment Hours of Work This is a Full-time, Continuing opportunity .The normal hours of work are 9:00 am to 5:00 pm, Monday to Friday.Flexibility in hours may be required, including evening and/or weekend work for system maintenance/upgrades, project work, emergency calls for system failures and during peak periods in August, September & January or any other time of the year to ensure operational efficiency. When possible, the manager will adjust the work schedule so that no more than 35 hours are worked in a week. This role requires daily in person attendance and is not eligible for a flexible work arrangement as per Policy 8.14 (Flexible Work Policy). Compensation Level:F Rate of Pay: $46.70 - $49.38 per hour with an annual step progression on anniversary date up to $53.37 per hour. Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors. Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found atcareers.wlu.ca/content/How-to-apply/ Should you be interested in learning more about this opportunity, please visitwww.wlu.ca/careers for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form. #J-18808-Ljbffr