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Team Lead, Technical Operations

2 months ago

Montreal, Quebec, Canada Medisca Full time

About Medisca

Medisca is a global pharmaceutical company that specializes in compounding and manufacturing high-quality products for the healthcare industry.

Job Summary

We are seeking a highly skilled and experienced Team Lead, Technical Operations to join our team. The successful candidate will be responsible for leading a team of technical support specialists and system administrators, ensuring the delivery of top-tier technical support and services to our customers.

Key Responsibilities

  • Lead, mentor, and supervise a team of system and network administrators.
  • Stay up to date with the latest technologies and trends in Information Technology.
  • Coordinate and prioritize team tasks and projects to ensure efficient and effective service delivery.
  • Conduct regular team meetings, performance reviews, and provide continuous feedback and development opportunities.
  • Oversee the organization's IT infrastructure, including servers, networks, and systems.
  • Perform routine system monitoring, troubleshooting, and maintenance tasks to ensure optimal performance and security.
  • Plan and execute system upgrades, patches, and configuration changes.
  • Ensure the stability and security of the organization's infrastructure.
  • Monitor system performance, identify issues, and implement solutions.
  • Provide advanced technical support and guidance to the team.
  • Ensure all support requests are logged, tracked, and resolved in a timely manner.
  • Provide hands-on support for more complex requests and issues and implement solutions to prevent future occurrences.
  • Organize and schedule upgrades and maintenance without deterring others from completing their work.
  • Manage asset inventory, coordinate purchases and handle monthly billing reporting.
  • Oversee IT projects, ensuring they are delivered on time and within budget while meeting the organization's standards.
  • Provide advanced technical support and guidance to the IT team and other employees.
  • Ensure high levels of customer service and satisfaction, this includes open communication with the end user, while providing proactive updates regarding their requests.
  • Develop and implement IT policies and procedures to improve efficiency and service delivery.
  • Maintain comprehensive documentation of systems, processes, and procedures.
  • Prepare and present regular reports on system performance, issues, and project progress.
  • Partner with the training department to design training programs and workshops for the organization as new systems are being launched.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Five (5) years of experience in system and network administration.
  • Proven experience in a leadership or supervisory role.
  • Microsoft 365 Certified: Endpoint Administrator Associate (considered an asset).
  • Strong knowledge of Windows operating systems, network protocols, and security principles.
  • Proficiency in managing virtualization technologies (e.g., VMware, Hyper-V).
  • Experience with cloud services (e.g., AWS, Azure).
  • Remote access, VPN, MDM, 2FA.
  • Active Directory, DNS, DHCP WIFI, Radius.
  • Relevant certifications (e.g., CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator) are highly desirable.
  • Excellent communication skills; Fluent French (in Québec) and English (oral & written) required.
  • Strong listening skills, very customer focused and professional.
  • Proven abilities to apply good judgement, ethical practice and decision making skills.
  • Detail oriented, ability to apply analytical thinking and problem solving skills.
  • Excellent time management and organizational skills.

What We Offer

  • Work/Life Balance - 37.50 hour workweek with early Fridays all year long, PTO and vacation policy.
  • Invest in your health – Choice of modular plans, health spending account and free Telemedicine.
  • Flexible work environment – Hybrid work schedule with home office reimbursement program.
  • Your Future is Bright – Opportunities to learn and grow within Medisca.
  • Save for your Future – Medisca contributes to a deferred profit sharing plan (DPSP) when you invest in RRSPs.
  • Help us grow – Employee Referral Program.
  • Central location - Free parking/accessible by public transportation; a commercial center is within walking distance for lunch or groceries.
  • We like to have fun – company events throughout the year.