IT Support Team Lead

3 weeks ago


Dorval, Canada Alteo Inc. Full time

Job Description Alteo is looking for an IT Technician for anIT Support Team Lead based in Dorval.

Responsibilities:

  • Lead, coach and motivate a team of technical support specialists.
  • Provide guidance and support to team members, fostering a positive and collaborative work environment
  • Ensure that KPIs, procedures as well as customer satisfaction are met.
  • Oversee the day-to-day operations of the technical support center, ensuring fast and efficient resolution of customer issues.
  • Collaborate with other departments to handle escalated technical issues and ensure smooth communication.
  • Maintain a high level of customer satisfaction by monitoring and improving the quality of technical support services.
  • Respond to escalated customer inquiries and ensure prompt and satisfactory resolution.
  • Identify process improvement opportunities and implement best practices to improve the efficiency of the technical support team.
  • Collaborate with the IT team to stay abreast of the latest technologies and industry trends.
  • Actively participate, through attitude and behavior, in developing and maintaining a respectful, harmonious and stimulating work atmosphere for all.
  • Collaborate with all colleagues and promote teamwork
  • Carry out duties and responsibilities efficiently and with a desire to perform well.
  • Work in accordance with the company's culture and values.
Profile:
  • DEC in IT or equivalent
  • 5+ years experience in a similar position with team supervision
  • Knowledge of IT environments such as VPN, Microsoft Windows, Win, Firewall, Linux, Active Directory, Office 365 and 365 admin console
  • Knowledge of SQL (an asset)
  • Strong leadership and interpersonal skills
  • Customer service oriented
  • Ability to adapt in a fast-paced environment
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