Technical Support Lead
4 weeks ago
**ABOUT US**
ADEO Digital is all about Advancing Digital Evolution Online. We are an IT service and cloud technology provider located in Ottawa. Our core mission is to bring enterprise IT capabilities to small and medium sized organizations. Come join a small team where your contributions are recognized. ADEO’s core values are to live well, enjoy work, deliver promises and give back.
**YOUR OPPORTUNITY**:
This is a full-time, on-site position at our office in Ottawa, ON.
**KEY RESPONSIBILITIES**:
- Act as the **primary support lead**, ensuring the helpdesk operates efficiently and meets service targets.
- Monitor ticket queues, ensuring timely resolution and adherence to SLAs.
- Triage and assign tickets to staff
- Implement strategies to enhance customer satisfaction, including feedback collection and satisfaction surveys.
- Serve as an **internal escalation point** for complex technical issues (tier 3).
- Lead and manage the IT support team, providing guidance, mentorship, and performance evaluations.
- Oversee **ticket queue hygiene** and ensure efficient ticket triaging (Support, Consulting, Sales).
- Assist with **new client onboarding**, helping to refine onboarding/offboarding processes.
- Ensure that all IT support processes and standard operating procedures (SOPs) are followed and continuously improved.
- Track and report key performance indicators (KPIs) to the Operations Manager.
- Drive improvements in support tools, workflows, and customer experience.
- Handle high-profile and urgent support requests effectively.
- Stay updated on industry trends and emerging technologies to enhance IT support solutions.
**REQUIREMENTS**:
- **2+ years of experience** in a team lead or managerial role within an IT support environment.
- **5+ years of experience** in IT support (service desk, incident/request handling).
- Bachelor's degree in **Information Technology, Computer Science, or a related field**.
- Strong technical background with expertise in IT support processes, infrastructure, and cloud solutions.
- Exceptional **problem-solving, organizational, and communication skills**.
- Experience with ITIL or other **service management frameworks** is a plus.
- Ability to work under pressure and manage multiple priorities efficiently.
- Strong leadership and team management skills to drive high performance.
- Fluent in English (written and oral professional proficiency is a must).
- Bilingual (English / French) is preferred.
**KEY COMPETENCIES**:
- Highly technical and adept at troubleshooting servers, networks and endpoints
- Exceptional customer service, writing and interpersonal skills
- Highly organized, detail-oriented and the ability to meet tight deadlines
- Comfortable working in a dynamic and collaborative team environment
- Able to set priorities day-to-day and strong time management skills
- Professional, discreet and self-motivated
**ASSETS**:
- Experience working in an IT service environment with IT projects and IT professionals
- Experience using professional services automation software, databases or customer management systems
- Familiarity with SharePoint and OneDrive
- Proficiency in French is an asset but not required
**WHY CHOOSE ADEO?**
- Rewarding work in a dynamic, hard-working, positive team environment
- Mentoring opportunities
- Flexible small team where your contribution is key
- Professional development time
**Job Types**: Full-time, Permanent
Pay: $65,000.00-$80,000.00 per year
**Benefits**:
- Commuter benefits
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Mileage reimbursement
- On-site gym
- On-site parking
- Paid time off
- Vision care
Flexible language requirement:
- French not required
Schedule:
- Monday to Friday
- Weekends as needed
**Education**:
- Bachelor's Degree (preferred)
Work Location: In person
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