Campus Support Team Lead

2 weeks ago


Toronto, Canada Soroc Technology Full time

**CAREER OPPORTUNITY**

**Job Title**: Campus Support Team Lead

**Status**: Full-time

**Department**: Field Operations

**Reports to**: Deskside Support Manager

**Location**: Toronto, ON

**Summary**:
**Key Accountabilities**:

- Assist in managing the Deskside Support team day to day operations and scheduling to ensure that Deskside Support Service, the Project Team and IMAC are being supported efficiently adhere with agreed SLA
- Focus on completing support calls in a timely and efficient manner, ensuring that constant communication is maintained with internal and external clients. Clients are to be made aware of what Soroc will be doing, what they should expect, and that they are comfortable and understand the entire process from start to finish
- Handle problem management, categorize incidents, trend analysis, and review monthly reports
- Prioritize requests for support service keeping in mind service level requirements and available manpower
- Track escalated service calls through to completion, and escalates as required
- Provide feedback to TFS Deskside Support Manager on potential Customer situations
- Maintain ongoing communication with Deskside Support Technicians, and attention to detail on all aspects of service delivery in order to meet or exceed Customer’s expectations
- Provide additional support to the Deskside Support group as required, and assist in coordinating the required 2ndlevel support for Technicians and subcontractors
- Ensure the Deskside Support group has the required tools and support materials to do their job, and provide feedback to the Deskside Support Manager on requirements in the field (i.e. training, additional inventory)
- Provide advice to your team, including ongoing feedback, support, and mentorship. Proactively identify any potential issues throughout all test phases, and suggest possible improvements or enhancements

**Qualifications & Competencies**:

- Demonstrate minimum 5+ years deskside support experience supporting PC and MS-Windows based technical services on LAN’s preferably in a financial environment
- Demonstrate a high level of understanding of various technologies. Investigate hard to solve problems, provide recommendations for long term solutions towards increasing client satisfaction.
- Ability to multi-task and make sound judgments in a fast-paced, high stress environment
- Provide advice to support team, including ongoing feedback, support, and mentorship. Proactively identify any potential issues throughout daily operation
- Identify obstacles or risks that may impact daily support service
- Working knowledge of ServiceNow, networking protocols TCP/IP, WAN /LAN connectivity
- Must possess good software and hardware troubleshooting skills combined with good written and oral communications skills
- Experience in financial environment support is an asset
- Excellent customer relations skills mandatory

Soroc Technology Inc. is an equal opportunity employer and values diversity in our workplace. Reasonable accommodation is available upon request throughout our recruitment and selection process. Soroc’s Accessible Employment Policy and other accessibility policies are available through Human Resources.

Thank you for your interest in Soroc Technology Inc. We wish you all the best with your career search

Soroc Technology Inc. is a versatile technology firm dedicated to supporting their clients with their IT infrastructure from planning and development to deployment, service support, staffing, and everything in between. As an industry leader for 40 years, the Soroc team of certified professionals employ up-to-date knowledge and techniques to ensure all their clients get the results they deserve.

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision care

Schedule:

- Monday to Friday
- On call
- Weekend availability

Work Location: One location


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