IT Help Desk Team Lead

1 month ago

Vancouver, British Columbia, Canada Purdys Chocolatier Full time
About the Role

Purdys Chocolatier is seeking a highly skilled IT Help Desk Team Lead to join our team in Vancouver, BC. As a key member of our IT team, you will be responsible for overseeing daily help desk operations, ensuring efficient resolution of technical issues, and providing high-quality customer service.

Key Responsibilities
  • Oversee the workload of help desk analysts, managing incoming issues and ongoing projects, and ensuring clear communication and consistent response times across the team.
  • Uphold established service level agreements, develop help desk coverage schedules, and report key performance indicators.
  • Act as the first point of contact for stakeholder escalations, re-route issues as required, and ensure high-risk and security issues are escalated to the IT Leadership Team.
  • Provide ownership over the service management system, develop process improvements, and create/update documentation for the internal knowledge base.
  • Maintain hardware inventory and software licensing, adhere to a budget for upgrades, renewals, and break/fix situations, install and configure computer hardware and workstations, and support application software upgrades and preventative maintenance.
  • Contribute to incident response, specifically owning company-wide communication during unplanned incidents.
  • Contribute to security planning and uphold PCI/security standards across the organization.
Requirements
  • Diploma in Computer Science or equivalent experience.
  • 5+ years of experience supporting IT services.
  • 2 years in an IT support team management role is an asset.
  • Experience managing cloud-based products such as Office 365, Sophos, Adobe Creative Cloud, Workspace One, and managing service management solutions (Freshservice).
  • Understanding of networking concepts and protocols (VPN, DNS, WAN, LAN, RDP, etc.).
  • Excellent communication and interpersonal skills.
  • Ability to be on-call outside of regular business hours on a rotating basis.
  • Must possess a valid BC driver's license and have access to a vehicle for travel between locations.
What We Offer
  • Extended Health & Dental Plan, Health Spending Account.
  • Sickness and Disability Plans.
  • RRSP Matching Program.
  • Profit Sharing depending on achieving business goals.
  • Active Lifestyle Program.
  • Tuition Reimbursement.
  • Employee discount, and much more.

We genuinely care about providing reasonable accommodations to job applicants with disabilities. If you require assistance or an accommodation due to a disability, please reach out to us via email at resumes@purdys.com.

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