Help Desk Support Team Lead

1 week ago

Cambridge, Ontario, Canada MealSuite Full time
About MealSuite

MealSuite is a privately owned SaaS organization that has been recognized as one of the Fastest-Growing Companies in North America. With a global presence and a team of over 140 members, we are committed to delivering smiles and satisfaction to the continuum of care through our all-in-one foodservice management technology.

Job Summary

We are seeking a highly skilled and experienced Team Lead, Help Desk Support to join our IT & Infrastructure team. As a key member of our team, you will be responsible for overseeing the Help Desk function, managing our help desk staff, and handling the hands-on help desk work for our Canadian office.

Key Responsibilities
  • Respond to Help Desk tickets and incidents in a timely and efficient manner
  • Manage Help Desk project and functional improvement work to ensure seamless operations
  • Provide new hire provisioning and account setup support to ensure a smooth onboarding experience
  • Handle ad-hoc technology-related service requests and resolve issues promptly
  • Coach and develop a small Help Desk team to ensure they have the skills and knowledge needed to succeed
  • Manage hardware ordering, logistics, and inventory management to ensure efficient operations
  • Develop new automation and documentation for Help Desk to improve efficiency and reduce errors
  • Oversee governance and recurring cadence work owned by Help Desk to ensure compliance and accuracy
Requirements
  • 5 years of Help Desk experience, with 2+ years in a leadership role
  • Hands-on experience supporting Windows 10/11 and MacOS laptops and desktops
  • Professional experience with O365 administration
  • Familiarity with email delivery troubleshooting and email security configuration/troubleshooting (DMARC, SPF, etc.)
  • Understanding of LAN networking and experience troubleshooting network issues
  • Experience using a ticketing system (Jira Service Desk a plus) and hands-on experience doing reporting, analytics, management, and configuration for a ticketing system
  • Professional experience with powershell & bash scripting/automation
  • Exceptional communication skills, both written and spoken
  • Ability to occasionally travel and have a valid passport and no travel restrictions that limit your ability to cross the border between Canada and the USA (and Vietnam if required for role)
What We Offer
  • Unlimited paid time off to ensure work-life balance
  • Comprehensive healthcare benefits, including extended health, vision, dental, and paramedical coverage, critical illness, life and disability insurance, travel medical insurance, and access to Teladoc medical experts
  • Hybrid flexibility to work from home or in the office, depending on your needs
  • Opportunities for career development and advancement, with a focus on employee growth and success
  • Participation in our equity program to share in MealSuite's success
  • A positive and inclusive work environment that values teamwork and innovation
How to Apply

If you are a motivated and experienced professional looking for a new challenge, please submit your resume and answers to our application questions. We will review candidates within two weeks of this position being posted and will reach out to you if we would like to get to know you better.

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