Team Lead, Technical Support

7 months ago

Montréal, Canada American Iron and Metal Full time

**Company Description**
American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers. Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal recycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products. We take pride in doing good things for the environment to help create a greener, more sustainable future for all. It’s simple; we do it right. We AIM for excellence.

**What we offer**
- Competitive salary + other perks
- Group insurance & RRSP program
- Company-wide events throughout the year (BBQ, Holiday party etc.)
- Free gym on site
- Two cafeterias on site (subsidized meal program available)
- Dynamic & rewarding work environment
- work on high-impact, meaningful projects while also having fun
- As team lead, they will have all the techs in their group report to them
- Conduct Monthly 1 on 1 with the team.
- Discuss training requirements with the team to assure professional plan development is followed up on.
- Put in corrective actions if needed to correct individual and teams' performance levels
- Review Team KPI’s to assure performance levels are met.
- Act as a coach and mentor to the others on the team.
- Assisting team members with issues that they can not resolve
- Collaborate with other team leads or managers so that escalated tickets get completed in quick and efficient manner.
- Conduct daily 15 min scrum meeting with their teams
- Actively participate in weekly team meeting with Service Desk Manager
- Be an escalation manager for assigned BU
- Daily review of service requests and incidents for their assigned BU
- Responsible for assigning incidents according to agreed service levels
- Responsible for assigning incidents to the appropriate team groups / resources
- Responsible for maintaining service levels
- Represents the assignment group in incident tracking meetings
- Participate in the task force, as needed. ex problem management
- Assure after hours live calls are being treated and documented in a timely fashion.
- Reviewing after hour tech reports and assuring they are properly filled before approving information entered by the tech on call.
- Assure techs are completing their timesheets on a weekly basis.
- Perform weekly Quality Checks on incidents and service request and updating Excel Quality check form.
- Propose continuous improvement ideas that promote company objectives.
- Assure that there is an equal distribution of incident, service request and task tickets closed by the team.
- Ensure a safe and collaborative team environment.
- Assure that techs are managing their incidents and service requests according to SLO defined.
- Assign escalated tickets to the next level of escalation and assure SLO are being respected.
- Act as coach and mentor to the teams when you see they are experiencing some issues in getting their incident and service requests completed.
- Update targets for the week that will be used in the weekly flash presentation.
- Treat escalated issues from the business with a sense of urgency and communicate next steps of actions with the party that escalated the issue till it is resolved.
- Report any issues to the service desk manager, that requires their immediate attention.

**Qualifications**
- Bilingualism, French and English is a must
- College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
- CompTIA A+, Network +, Security +
- ITIL Foundations
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Ability to work under tight deadlines while managing multiple clients
- Knowledge of current technological developments/trends in area of expertise.
- Ability to provide coaching and functional direction to other technical support staff and/or employees.
- Knowledge of Active directory, Group policy, TCP/IP, DNS, VPN
- Virtualization (VmWare, Microsoft Hyper V, Virtual PC, emulation)
- Proven experience working with, Windows OS and O365 in a business environment.

**Additional Information**
American Iron & Metal and its subsidiaries is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, colour, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws.

Although we’d love to be able to speak with everyone that applies, due

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