Field Support Team Lead

6 months ago

Toronto, Canada Spin Master Ltd Full time

Are you a kid at heart looking to build a career with a leading global children's toy, entertainment and digital gaming company?

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s why we want you
**What will you work on?**

In this role, you will be responsible for providing leadership and guidance to our Field Support Technician team, ensuring they deliver exceptional technical support services to our organization. Your primary focus will be on supporting end point devices, collaborating with executive staff members, and managing onboarding and termination processes. Additionally, you will play a crucial role in establishing and maintaining hardware standards, implementing security best practices, and managing our ticketing system.

**How will you create impact?**
- Team Leadership and Mentorship:

- Provide guidance, leadership, and mentorship to the Field Support Technician team.
- Ensure the team is focused on assigned tasks and objectives set by the manager.
- End Point Device Support:

- Support end point devices, including computers, laptops, macOS workstations, and cell phones.
- Troubleshoot hardware and software issues and provide timely resolutions.
- Executive Support:

- Collaborate with executive staff members to provide critical and urgent support when needed.
- Onboarding and Offboarding Processes:

- Manage the onboarding process for new staff, including setting up technology and providing necessary training.
- Facilitate terminations by collecting technology, disabling access, and backing up content as needed.
- Hardware Standards and Global Alignment:

- Establish and maintain hardware standards for the organization across global offices.
- MDM Solutions and Endpoint Device Management:

- Utilize expertise in Mobile Device Management (MDM) solutions such as Intune and other endpoint device management platforms to ensure effective device management.
- Implement and maintain Active Directory configurations and policies to support organizational requirements.
- Workstation Security Best Practices and Frameworks:

- Implement and enforce workstation security best practices and frameworks to safeguard organizational assets.
- Stay updated on emerging security threats and recommend proactive measures to mitigate risks.
- Collaboration Tools and Microsoft Cloud Solutions:

- Proficient in collaboration tools such as Microsoft Teams, Zoom to facilitate effective communication and collaboration within the organization.
- Experience with Microsoft cloud solutions including OneDrive and Microsoft Suites, ensuring seamless integration and utilization within the organization.
- Ticketing System Management:

- Ensure tickets in the SMART ticketing system are actioned within defined SLAs.
- Keep ticketing system up to date with accurate information and resolutions

**What are your skills and experience?**
- Bachelor’s degree in information technology, Computer Science, or related field preferred with a minimum of 5 years of related experience.
- Proven experience in a technical support role, with a focus on end point devices.
- Experience with Mobile Device Management (MDM) solutions such as Intune and other endpoint device management platforms.
- Proficiency in Active Directory administration and management.
- Familiarity with workstation security best practices and frameworks.
- Experience with collaboration tools such as Microsoft Teams, Zoom.
- Experience with Microsoft cloud solutions and Microsoft Suites.
- Experience with ticketing systems and SLA management preferred.
- #_LI-Onsite_ _#LI-HM1_

**What you can expect from us**:
Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun.
- Growth and Career Opportunities
- Flexible Work Hours
- Innovation, Collaboration and Fun
- Comprehensive Benefits
- Other fun Perks

**What’s it like to work here?**

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn’t for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.

Everyone is welcome in our sandbox and we are committed to an accessible and inclusive hiring process that provides reasonable accommodation to all applicants.
- We do appreciate all interest; however only those selected for interview will be contacted._

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