Support Team Lead with a background in network and database management to oversee and mentor a growi

3 days ago


Calgary, Canada S.i. Systems Full time

Our Calgary client is looking for a Support Team Lead with a background in network and database management to oversee and mentor a growing team of support analysts, manage ticketing workflows, and ensure timely, effective client support.

Office located downtown Calgary, in office required 4 days/week.

Must Haves:
10+ years experience of IT Technical, Application and/or Systems Support, Administration or Analyst experience .
2+ years of formal experience as a Team Lead or Manager overseeing a support team
Networking and Database management experience
Ticketing system (Zendesk) experience

Nice to Haves:
SCADA Host, DCS, or HMI systems experience
ESQL, Windows Server, and/or VB.NET experience
Remote monitoring (cellular, radio, and serial communications) experience
Oilfield automation, compliance, or operations industry experience

Responsibilities:
Lead and manage a team of SCADA Support Analysts, providing guidance, mentorship, and performance feedback.
Oversee the ticketing system ensuring timely resolution of support requests and effective ticket management.
Managing workflows, setting priorities, and tracking key metrics.
Collaborate with cross-functional teams to improve support processes and implement best practices.
Maintain strong client relationships by ensuring high-quality support and responsiveness to client needs.
Track and report on key support metrics to assess team performance and identify improvement opportunities.
Coordinate with field staff, control room operators, and IT personnel to address more complex support needs.
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