Help Desk Support Team Lead

4 weeks ago

Cambridge, Ontario, Canada MealSuite Full time
About the Role

We are seeking a highly skilled and experienced Help Desk Support Team Lead to join our IT & Infrastructure team at MealSuite. 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 ensure seamless operations
  • Coordinate new hire provisioning and account setup to ensure a smooth onboarding process
  • Handle ad-hoc technology-related service requests and provide expert support
  • 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 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 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
  • Willingness to occasionally travel and have a valid passport and no travel restrictions that limit 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 ideas and build leadership skills
About MealSuite

MealSuite is a privately owned SaaS organization comprising 140+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.

What We Offer
  • Unlimited paid time off to ensure work-life balance
  • Healthcare benefits, including 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 to balance collaboration and remote work
  • Work-life balance supported by leaders who prioritize wellbeing
  • An inclusive workplace with a diverse team and opportunities for career development and advancement
  • Participation in our equity program to share in MealSuite's success
  • Purposeful work with a positive community impact
How to Apply

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.

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