IT Support Team Lead

2 weeks ago

Dorval, Canada Alteo Full time

Alteo is looking for an IT Technician for an IT 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
- Excellent oral and written communication skills in French (English an asset)

Alteo est à la recherche d'un Chef d'Équipe Support Technique pour un poste permanent basé à Dorval.

Responsabilités:

- Diriger, encadrer et motiver une équipe de spécialistes du support technique
- Fournir des orientations et un soutien aux membres de l'équipe, favorisant un environnement de travail positif et collaboratif
- S’assurer que les indicateurs de performance (KPI), les procédures ainsi que la satisfaction des clients sont respectés.
- Superviser les opérations quotidiennes du centre d'assistance technique, assurant une résolution rapide et efficace des problèmes des clients.
- Collaborer avec d'autres départements pour traiter les problèmes techniques escaladés et assurer une communication fluide.
- Maintenir un niveau élevé de satisfaction client en surveillant et en améliorant la qualité des services de support technique.
- Répondre aux demandes de renseignements des clients escaladées et garantir une résolution rapide et satisfaisante.
- Identifier des opportunités d'amélioration des processus et mettre en œuvre les meilleures pratiques pour améliorer l'efficacité de l'équipe de support technique.
- Collaborer avec l'équipe informatique pour rester informé des dernières technologies et tendances de l'industrie.
- Participer activement, par son attitude et par ses comportements, à développer et à maintenir une atmosphère de travail respectueuse, harmonieuse et stimulante pour tous
- Collaborer avec l’ensemble des collègues et favoriser le travail en équipe
- Effectuer son travail avec rigueur et intégrité;
- Effectuer ses tâches et responsabilités avec efficacité et avec la volonté de bien performer
- Travailler dans le respect de la culture et des valeurs de l’entreprise

Profil:

- DEC en informatique ou l'équivalent
- 5+ années d'expérience dans un poste similaire avec de la supervision d’équipe
- Connaissance des environnements informatiques tels que VPN, Microsoft Windows, Win, Pare-feu, Linux, Active Directory, Office 365 et console d’administration 365
- Connaissance SQL (un atout)
- Solides compétences en leadership et en relations interpersonnelles
- Être orienté service-client
- Bon sens de l’adaptation dans un milieu évolutif
- Excellente communication orale et écrite en Français (anglais un atout)

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