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IT Support Team Lead

1 week ago

Burnaby, British Columbia, Canada BBA Consultants Full time

Company Overview

BBA Consultants is delighted to have been voted as one of Canada's Best Employers. This esteemed award is a testament to the rich texture of our history and our commitment to quality, trust, and supportive work environment.

We're looking for an IT Help Desk Team Lead to join our IT team based in Vancouver, BC. This individual will report to the IT Operations Manager.

The Help Desk Team Lead oversees 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.

Job Description:

The Help Desk Team Lead will oversee the workload of help desk analysts, manage both incoming issues and ongoing projects, assign tasks appropriately, ensuring clear communication and consistent response times across the team to stakeholders.

The Help Desk Team Lead will uphold established service level agreements, develop help desk coverage schedules, and report key performance indicators.

The Help Desk Team Lead will act as the first point of contact for stakeholder escalations, re-route issues as required, ensuring high-risk and security issues are escalated to the IT Leadership Team.

Required Skills and Qualifications:

  • 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.

Benefits:

  • Extended Health & Dental Plan, Health Spending Account.
  • Sickness and Disability Plans.
  • RRSP Matching Program.
  • Profit Sharing depending on achieving the business goals.
  • Active Lifestyle Program.
  • Tuition Reimbursement.
  • Employee discount, and much more.