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 provide end-to-end foodservice technology solutions to professionals across healthcare and aging services.

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 projects and functional improvement work to enhance our support services
  • Provide new hire provisioning and account setup for our team members
  • 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
  • Oversee hardware ordering, logistics, and inventory management to ensure our team has the necessary resources
  • 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 quality
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)
  • Thrives in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate
  • Loves to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express their ideas and build their leadership skills
About Working at MealSuite

We are passionate people that care about others. The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. Learn more about what we do here.

We've built a progressive culture that values teamwork and innovation. We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.

We're growing sustainably. A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.

What We Offer
  • Unlimited paid time off – we trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day
  • Healthcare benefits – extended health, vision, dental, and paramedical coverage, critical illness, life and disability insurance, travel medical insurance, access to Teladoc medical experts, and a discounted gym membership
  • Hybrid flexibility – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer
  • Work-life balance – we support our employees in pursuing their personal and professional goals
  • An inclusive workplace – women account for 53% of our employees and 58% of people leaders
  • Participation in our equity program – we'd love for you to share in MealSuite's success as we continue to grow
  • Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals
  • Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company's purpose aligns with their personal values

This role will require you to work in our office located at 96 Grand Ave S Unit 101, Cambridge, ON, five days per week.

Have we got your attention? Great Here's what's next:

Apply today with your resume and answers to our application questions.

We'll start reviewing candidates within two weeks of this position being posted and will reach out to you if we'd like to get to know you a bit better.

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact hr@mealsuite.com.

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