Team Lead, It/is

5 months ago

Calgary, Canada Avenue Living Asset Management Full time

Avenue Living Asset Management is dedicated to sourcing, analyzing, and strategizing long-term investments. Our unique approach has led to rapid growth across North America now representing one of Canada’s largest alternative asset managers. Since 2006, we have acquired over $5.5 billion in assets under management across a variety of sectors throughout Canada and the USA. Our various funds include assets in multifamily residential, self-storage, commercial, as well as agricultural land.

The strength of our platform lies in working with the right people. Acting with integrity and employing an entrepreneurial mindset, our employees work together to create an exciting, dynamic workplace. By employing an active hands-on approach to asset management, our skilled and innovative team operates closely alongside our investors. We’re disciplined, we focus on value, and we’re informed experts. We pride ourselves on our diverse and inclusive workplace; we are a unique workplace with unique people.

**WHAT WILL YOU DO?**
- Lead a team of service desk technicians, providing guidance, mentorship, and support.
- Ensure adherence to agreed procedures and service level agreements (SLAs) by team members.
- Oversees tickets and tasks amongst team members and escalates as appropriate.
- Oversee the handling of service requests and ticket fulfillment using queue management strategies and task assignment methods.
- Monitor triage and logging of incidents and service requests, maintaining accurate records.
- Provide escalated technical support across the organization, using in person, remote, or collaboration tools.
- Lead troubleshooting efforts for audio and video services as required.
- Oversee the creation of accounts for new users and make changes as requested.
- Coordinate the installation and configuration of computer hardware, software, mobile devices, printers, and scanners.
- Drive the development of procedural documentation to provide consistency in processes and quality of service.
- Provide service reporting for monthly stakeholder meetings as requested.
- Identifying areas of improvement through process or technology within the service desk function.
- Responsible for setting service and documentation standards, while also establishing with other teams/leaders' major processes such as incident, change and problem management.
- Provide leadership and guidance for technical problem solving and escalate when required.
- Participate and make recommendations for the asset evergreen program.
- Deliver VIP support as required.

**WHAT WILL YOU NEED?**
- 3-5 years' experience in a service desk or technical support in a mid-sized organization, with previous experience in a supervisory capacity.
- Technical diploma or degree in Computer Sciences.
- A strong understanding of service management principles, frameworks (ITIL), and best practices to ensure the efficient delivery of services is required.
- Experience with working in a Microsoft Office/365 environment, including Azure Active Directory and On-Prem AD, Exchange Online is an asset.
- Ability to communicate effectively and clearly through written and verbal channels.
- Excellent trouble-shooting and problem-solving skills.
- Ability to collaborate effectively with a team and a willingness to learn.

**WHAT DO WE OFFER?**
- We live and breathe our core values. We go the extra mile. We’re honest. We always have each other's back. We have tons of integrity. And we always own it and adapt - no matter the challenge.
- With the support to do things differently, grow personally and professionally, and bring your whole self to work, there's no limit to the impact you can make.
- We provide a competitive compensation package composed of a group benefits plan, GRSP matching, and a discretionary bonus program. In addition, Avenue Living also offers an Employee Referral Program that rewards active employees for successful referrals.
- An employee centric culture with paid time off for employer supported volunteerism, a generous awards and recognition program, discounted monthly rent in Avenue Living Communities’ properties, and employee and savings program savings through industry partnerships.
- We are committed to a strong, safe work environment.

ALAM123

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