Team Leader of Technical Support Services
6 months ago
**Location**:
- Kahnawake Office Complex
Duration:
18-month contract, with a 6-month probationary period.
Responsible to:
- Information Systems Manager
Description:
Under the supervision of the Information Systems Manager (ISM), the Team Leader of Technical Support will be responsible. for overseeing and managing the technical support department.
The Team Leader of Technical Support with mínimal direction, with respect to business objectives and organization philosophy, provides focused, tactical guidance to a group of staff. Combines fully qualified technical skills to contribute to the solution of moderately complex technical problems, with intermediate-level skill. The Team Leader of Technical Support directs the development and implementation of activities in area(s) of expertise to meet goals, service objectives and standards. Participates in the administration of budgets and may make budgetary
recommendations and approve staff expenditures, develops schedules and manpower requirements for assigned areas.
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
The Technical Support Supervisor makes decisions/exercises judgment within policies & contributes to the solution of complex technical problems. Alters approach or recommends broader procedural changes to improve effectiveness of group. Decisions may affect effectiveness of a program, services and its people.
**Responsibilities**:
- Assists in the coordination of the
- service delivery plan of Technical
- Support Services.
- Provides input to the Manager/Management in the development of technical
- support services.
- Evaluates service delivery regularly and reports the results to the IS Manager.
- Coordinates and delegates work assignments of the Technical Support Team and
- follows-up on the progress of assignments.
- Participates in the development of the budget for IT services with the IS
- Manager.
- Regularly reviews and analyzes support processes and procedures to identify
- bottlenecks, inefficiencies, or areas for improvement.
- Advises and recommends procedural changes to the Manager.
- Implements process improvements to streamline workflows, reduce response
- times, and enhance the overall support experience of customers.
- Encourages the team to propose and implement innovative solutions to
- common technical support challenges.
- Provides supervision to the
- Technical Support Services Team
- Provides leadership and carries out supervisory responsibilities for the Technical
- Support Services team in accordance with the organization’s policies and
- applicable laws. Fosters collaborative work environment.- Recruiting appropriate staff.
- Resolving problems.
- Addressing complaints.
- Training employees.
- Team-building activities.
- Directing specific work.
- Appraising performance.
- Recommending termination of employees when necessary.
Provides direction and guidance to the team in relation to KSCS Strategic Plan.
- Coordinates, assigns work, and provides supervision ad direction to the
- Technical Support Team.
- Conducts yearly Performance Appraisals of the Human Resources team
- members.
- Sets clear performance objectives and expectations for each team member, in
- alignment with the overall support department objectives.
- Conducts regular team meetings and team building activities with staff.
- Monitors and records work hours and approves timesheets; keeps record of
- employees’ vacation, sick leaves, and flexible hours.
- Authority to approve Purchase Orders and Cash Disbursements up to $1,000.
- Carries out supervisory responsibilities in accordance with KSCS policies.
- Identifies the training needs/needs assessment of support staff based on
- evolving technologies and customer requirements.
- Capacity plans by monitoring workloads and anticipates resource needs to
- ensure that the team is adequately staffed during peak support periods.
- Assists the Technical Support Team to provide technical support to all KSCS
- offices and services operating under KSCS.
- Maintains an escalation and tracking system to allow the Technical Support
- Team to identify, track, monitor, and manage service requests to improve
- productivity.
- Evaluates, documents, and
- analyzes data relative to the
- Technical Support Team.
- Oversees the creation and maintenance of a comprehensive knowledge base
- with solutions to common customer issues.
- Establishes clear documentation standards to ensure that all support
- interactions are logged and categorized for reference and training purposes.
- Analyzes Technical Support Team performance data to identify trends, areas for
- improvement, and opportunities for optimization.
- Uses data to make informed decisions about resource allocation, process
- improvements and performance evaluations.
- Maintains efficient documentation systems.
- Performs any other job-related duties as may be required by the immediate Supervisor.Qua
-
Team Leader of Communications and Relations
6 months ago
Kahnawake, Canada Kahnawake Shakotiia’takehnas Community Services (KSCS) Full time**Location**: - Communications: Kahnawake Office Complex Duration: Indefinite full-time position, with a six (6)-month probationary period. Responsible to: - Manager of Information Services Description: Under the supervision of the Manager of Information Services, the Team Leader of Communications and Relations is responsible for building and...
-
Operations Support Clerk
6 months ago
Kahnawake, Canada Speedy Mohawk Financial Services Full timeThe Operations Support Clerk will be required to provide support to both the Call Center and the Internal Management Team, providing support to multiple platforms. Aiding with escalation requests and resolving issues. The Clerk will also be responsible to provide clerical support internally with processing and data entry. This is an outline of the duties and...
-
Associate Director of Education
4 months ago
Kahnawake, Canada Kahnawake Education Center Full time**Position Summary** Working with the Director of Education, the Associate Director of Education is responsible for the general supervision and management of Kateri School, Karonhianónhnha Tsi Ionterihwaienstáhkhwa, and the Kahnawà:ke Survival School (KSS). The Associate Director is responsible to ensure collaboration with various KEC departments and...
-
Executive Assistant
4 months ago
Kahnawake, Canada Kahnawake Shakotiia’takehnas Community Services (KSCS) Full time**Location**: - Kahnawake Office Complex Duration: Indefinite full-time position, with a 6-month probationary period. Responsible to: - Executive Director Description: Under the supervision of the KSCS Executive Director, the Executive Assistant provides analytical and specialized administrative support to relieve the Executive Director of complex...
-
Receptionist
4 months ago
Kahnawake, Canada Kahnawake Shakotiia’takehnas Community Services (KSCS) Full time**Location**: - Kahnawake Office Complex building Duration: Indefinite full-time position, with a 6-month probationary period. Responsible to: - Executive Assistant Description: Under the supervision of the Executive Assistant (Directors) - Internal Operations the Receptionist is responsible to provide overall reception duties to the staff and clients...
-
Special Education Technician
7 months ago
Kahnawake, Canada Kahnawake Education Center Full time**Responsibility 1: Assessment of Needs (15%)**: - To assess academic and behavioral needs of students through a variety of tools: observation, informal assessments, ABA and/or other standardized testing. - To determine the functional level of students in terms of communication, learning, behavior, etc. - To work closely with other specialists (speech...
-
Special Education Technician
6 months ago
Kahnawake, Canada Kahnawake Education Center Full time**Responsibility 1: Assessment of Needs (15%)**: - To assess academic and behavioral needs of students through a variety of tools: observation, informal assessments, ABA and/or other standardized testing. - To determine the functional level of students in terms of communication, learning, behavior, etc. - To work closely with other specialists (speech...
-
On Call Reception
6 months ago
Kahnawake, Canada Kahnawake Education Center Full time**Position Summary** The main purpose of the On Call Receptionist role is to facilitate the daily office functions of the Kahnawà:ke Education Center (KEC) and assist the school staff, parents, children, and visitors while ensuring that reception and clerical support services are provided in compliance with the KEC and its schools' philosophy, goals and...
-
School Counsellor
7 months ago
Kahnawake, Canada Kahnawake Education Center Full time**Position Summary** The School Counsellor provides a confidential, safe, non-judgmental environment where a therapeutic relationship can be formed to facilitate emotional healing, empowerment toward positive change, development of coping strategies, and awareness of developmental issues. The primary role of the School Counsellor is to provide mental health...
-
Special Education Technician
7 months ago
Kahnawake, Canada Kahnawake Education Center Full time**Position Summary**: The main purpose of the Special Education Technician role is to assess the needs of students through applied behavioral analysis or other research-based tools and to ensure appropriate program modification, class integration and progress evaluation of students with special needs. To foster independent skills according to the student...
-
Special Education Technician
6 months ago
Kahnawake, Canada Kahnawake Education Center Full time**Position Summary**: The main purpose of the Special Education Technician role is to assess the needs of students through applied behavioral analysis or other research based tools and to ensure appropriate program modification, class integration and progress evaluation of students with special needs. To foster independent skills according to the student...
-
Special Education Technician
7 months ago
Kahnawake, Canada Kahnawake Education Center Full time**Position Summary**: The main purpose of the Special Education Technician role is to assess the needs of students through applied behavioral analysis or other research based tools and to ensure appropriate program modification, class integration and progress evaluation of students with special needs. To foster independent skills according to the student...
-
Special Education Technician
7 months ago
Kahnawake, Canada Kahnawake Education Center Full time**About Kahnawà:ke Education Center**: The mission of the Kahnawà:ke Education Center is to provide the children who live in Kahnawà:ke with a solid and well-rounded education laying the foundation for their future careers. The mission of KEC is carried out by the Kahnawà:ke Combined Schools Committee (KCSC) as well as the administrative arm of KEC. The...
-
On Call Reception
3 months ago
Kahnawake, Canada Kahnawake Education Center Full time**About Kahnawà:ke Education Center** The mission of the Kahnawà:ke Education Center is to provide the children who live in Kahnawà:ke with a solid and well-rounded education laying the foundation for their future careers. The mission of KEC is carried out by the Kahnawà:ke Combined Schools Committee (KCSC) as well as the administrative arm of KEC. The...
-
Help Desk Level 2-3/technicien en Informatique Niv
6 months ago
Kahnawake, Canada Playground Full timePlayground is an internationally renowned gaming destination located a short 15-minute drive south of downtown Montreal, within the Mohawk territory of Kahnawake. We are currently expanding, unveiling new gaming floors, a luxurious hotel, and specialized dining options. **Position Overview**: We're seeking a proactive IT Help Desk Specialist with Level 2-3...
-
Human Resources Officer
6 months ago
Kahnawake, Canada Kahnawake Education Center Full time**Position Summary** Reporting to the Human Resources Manager, the Human Resources Officer provides professional human resource generalist support to KEC and its schools. This position will be responsible for carrying out duties relating to recruitment, selection, performance management, employee development, employee relations, policy development and...
-
Audio Visual Technician
6 months ago
Kahnawake, Canada Playground Full time**About us**: Playground is an internationally renowned gaming destination located a short 15-minute drive south of downtown Montreal, within the Mohawk territory of Kahnawake. We are currently expanding, unveiling new gaming floors, a luxurious hotel, and specialized dining options. **Position Overview**: As an **_Audio Visual Technician_**, you'll be...
-
Receptionist
7 months ago
Kahnawake, Canada Kahnawake Education Center Full time**About Kahnawà:ke Education Center** The mission of the Kahnawà:ke Education Center is to provide the children who live in Kahnawà:ke with a solid and well-rounded education laying the foundation for their future careers. The mission of KEC is carried out by the Kahnawà:ke Combined Schools Committee (KCSC) as well as the administrative arm of KEC. The...
-
Hardware Store Associate
4 weeks ago
Kahnawake, Canada 207 Hardware Full time**Job Overview** **Responsibilities** - Greet customers warmly and assist them in locating hardware products. - Provide knowledgeable product demonstrations to enhance customer understanding. - Engage in upselling techniques to maximize sales opportunities. - Handle cashiering duties, including processing transactions accurately. - Maintain an organized and...
-
Occupational Therapy Assistant
6 months ago
Kahnawake, Canada Kahnawake Education Center Full time**About Kahnawà:ke Education Center** The mission of the Kahnawà:ke Education Center is to provide the children who live in Kahnawà:ke with a solid and well-rounded education laying the foundation for their future careers as well as for their well-being, health, happiness and capacity to be responsible participants in the community. The mission of KEC is...