Technical Service Manager
3 days ago
Job Type: Full-time, permanent
Expected Salary Range: $66,000 – $70,000 per year
BBA Consultants is a Canadian company that creates connection and joy through the power of quality and has a great deal of fun doing so.
We truly value diversity in our workforce and therefore, welcome applicants of all ethnic groups, genders, races, religions, abilities, and backgrounds.
The Help Desk Team Lead will oversee daily help desk operations to ensure efficient resolution of technical issues and high customer satisfaction.
This role involves overseeing the team of help desk analysts, driving help desk initiatives, managing escalations, implementing best practices to enhance service delivery, and overall IT support.
Key Responsibilities:
- Oversee the workload of help desk analysts, manage both incoming issues and ongoing projects.
- 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.
- 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.
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