Service Desk Team Lead

6 months ago

Markham, Canada Pace Technical Full time

Do you love working with people as much as you love working with tech? If yes, then we have an opportunity that will expand your expertise in all things IT. We’re currently looking for a **Service Desk Team Lead** to join our team - we’re looking for you

At PACE Technical, we have what you’re looking for.

We’re a group of innovative professionals dedicated to delivering client-centric IT solutions to small and mid-sized businesses in the GTA. We’re now looking for our newest Service Desk Team Lead to join our team - we’re looking for you

**Service Desk Team Lead Responsibilities**
- Assist clients in resolving technical issues
- Ensure calls are being answered when they come in, and classify depending on priority
- Provide team members with escalation-level support questions to help effectively resolve complex client issues
- Handle advanced ticketing coming from clients in your team
- Handle major outages coming from clients in your team, including internal & external communications, escalations to the appropriate teams, and overall ticket handling
- Help your team be more effective and efficient at resolving tickets
- Prioritize calling as a response to clients unless otherwise instructed
- Achieve or exceed all measurable Key Performance Indicators (KPI), and support in the development of KPI’s for the members of your team
- Lead and participate in the day-to-day operations within your team, including daily huddles
- Provide assistance and support to your team whenever possible, and ensure everyone complies with established processes, procedures, and policies
- Identify opportunities for process improvements, inclusive of software upgrades and operational enhancements
- Clearly document issues and solutions
- Build and schedule training sessions as necessary with your team, ensuring the appropriate departments are involved to lead training sessions
- Escalate client issues to the Service Delivery Manager if need be
- Work with your team Service Coordinator to handle ticket assignments as necessary
- Attend regular Reactive Team huddles with the Service Delivery Manager
- Conduct a regular monthly one-on-one schedule with your team members
- Perform yearly performance reviews in tandem with Service Delivery Manager for members of your team
- Adhere to the published standard operating procedures as outlined in the Service Desk Operational Guide
- Participate in after-hour on call rotations
- Assist any other Service Desk teams if necessary
- All other duties and responsibilities as assigned by the Service Delivery Manager

You’re the right fit for this role because you are...
- **Focused**:Your clients appreciate your patience and calm demeanor; no matter what issue, big or small, you’re facing.
- **Process-Oriented**: You enjoy following systems and checklists to keep things organized for yourself and your clients.
- **A Team Player**:You’re always willing to lend a helping hand.
- **Eager to Learn**:We know you don’t know everything there is to know about IT - and that’s okay If you’re dedicated to improving your skills and expanding your knowledge, you’ll fit right in here.

**Qualifications**
- Post-secondary diploma or bachelor’s degree in Computer Science/Information Technology; and/or previous experience working within the IT industry
- At least three (3) years of proven customer support experience
- Previous experience working with a Managed Service Provider is an asset
- Previous experience working with Office 365, Azure, and Cloud-Based systems is an asset
- Previous experience working with IT security, Citrix/Terminal Servers, and Cloud-Base Systems is an asset
- Advanced MS Office and technical skills
- Excellent communication, interpersonal, and active listening skills
- Professional, proactive, and personable telephone etiquette
- Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries
- Ability to lead a team of at least five (5) personnel
- Ability to solve problems independently, effectively, and efficiently
- Ability to multi-task and work under tight deadlines
- Ability to manage changing priorities effectively and efficiently
- Strong team player spirit is a must
- Must be willing to work in a hybrid working environment
- Must be willing to attend the office or client worksites in-person when required

**Working at PACE Technical**

PACE Technical has been officially recognized as one of the top 50 Great Places to Work in Canada each year since 2017. We maintain a highly collaborative culture where doors are always open, ideas are constantly shared, and learning opportunities are abundant. We‘ve cultivated a continuous learning environment by offering course, tuition and certification reimbursement programs for our team.

You will be joining a small, close-knit team in a fun, productive work environment. We enjoy any opportunity to connect with one another, even in a virtual environment. Co

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