Team Lead, Technical Support

2 weeks ago

Vancouver, Canada Saje Natural Wellness Full time

**Overview***:
For over 25 years we’ve been helping our community with essential oil blends that actually work. These essential oil blends treat stress, pain, gut, balance, and support in relaxation prior to sleep, and for symptoms of coughs and colds. We know that a life committed to wellness is greater than one focused on illness, and believe that reaching for natural can enhance your long-term health and wellness, every day.

We have been ranked by Canadian Business and PROFIT as one of Canada’s fastest growing companies. To support us on our journey, we are seeking diverse, purpose-lead people to join our team.

Get ready to celebrate global wellness with us.

***Opportunity***:
The purpose of the **Team Lead, Technical Support** is to act as the secondary escalation point and provide technical leadership, mentorship and direction to the Tech Support team and the business; ensuring that timely, professional, and courteous technical support service is being delivered to all Team Members across the organization by the Tech Support team. By taking on crucial projects and tasks, this role is critical to supporting business continuity within the organization while also maintaining the integrity and security of Saje’s data. This role reports to the Manager, Infrastructure and Technology Services.

Through day to day functions, the **Team Lead, Technical Suppor**t contributes to maintaining and strengthening Saje’s culture; proactively engaging in behaviours that align with Saje’s values: Wellness, Growth, Celebration, Greatness and Belonging.

**Responsibilities***:

- Provide technical leadership, mentorship and direction to the Tech Support team and business
- Act as the primary escalation point for all requests and incidents into the Support Desk
- Triage, assign, and action/respond to incidents based on severity, adhering to SLAs**. **Act as the single point of contact for assigned incidents, escalating when required
- Act as the primary technical contact for various platforms across the business, as assigned
- Provide timely, professional, and courteous technical support service to all Team Members across the organization, including both on site (when possible) and remote support
- Provide after-hours support for emergencies on a rotational basis, upholding the SLA for response times based on severity
- Enhance organizational capacity by collaborating across departments on priorities and functions and proposing relevant solutions within existing systems
- Support in the discovery, planning, implementation, and execution of IT related projects, as assigned
- Engage when needed, and work cooperatively with, IT peers, cross-functional partners, and external vendors that provide on-site technology support for our site locations (retail stores, distribution centers, and offices)
- Ensure that defective hardware is repaired or replaced in a timely manner
- Develop, manage, and maintain internal processes, SOPs and support-related documentation for incident, problem, and change release management
- Create and provide data and reporting of KPIs and trends to senior IT leadership
- Support daily operational processes to maintain system and data integrity
- Stage POS hardware for new store openings, ensuring system integrity and complete functionality prior to installation
- Maintain an organized technical hardware inventory stock and re-order when required
- Contributes to a team environment where all Team Members consistently experience a sense of belonging and inclusion

***Applicant Requirements**:

- Diploma or Certificate in Information Technology or similar.
- Minimum 2 years of experience in a technical support role, ideally within a retail environment.
- Experience with Retail Point of Sale, Mac, and Windows hardware troubleshooting.
- Triage, assign, and action/respond to incidents based on severity, adhering to SLAs.
- Experience with SOPs and support-related documentation.
- Assemble and report on KPIs for IT Service Desk.
- Able to build strong internal relationships and be an outstanding partner to the business, with a love of problem solving and a sunny outlook.
- Ability to prioritize and support technology requests based on fluid business demands.
- Hands on experience with IT ServiceDesk software and processes.
- Experience configuring and troubleshooting network and USB printers.
- Understanding of networking fundamentals, such as TCP/IP,DNS,DHCP, Firewalls, Proxies, Wireless Access Points and other networking equipment.
- Passion for leading a life dedicated to Wellness.

**Key Relationships**:
Reporting to the VP, Brand and Product

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