IT Help Desk Team Lead

1 day ago

Vancouver, British Columbia, Canada Purdys Chocolatier Full time

Purdys Chocolatier, a renowned Canadian chocolatier, is seeking an experienced IT Help Desk Team Lead to join its IT team based in Vancouver, BC.

The successful candidate will report to the IT Operations Manager and be responsible for overseeing daily help desk operations, ensuring efficient resolution of technical issues, and high customer satisfaction.

Key Responsibilities:

  • Oversight of the workload of help desk analysts, managing both incoming issues and ongoing projects
  • Upholding established service level agreements, developing help desk coverage schedules, and reporting key performance indicators
  • Acting as the first point of contact for stakeholder escalations, re-routing issues as required, and ensuring high-risk and security issues are escalated to the IT Leadership Team
  • Maintaining hardware inventory and software licensing; adhering to a budget for upgrades, renewals, and break/fix situations; installing and configuring computer hardware and workstations; and supporting application software upgrades and preventative maintenance
  • Contributing to incident response, specifically owning company-wide communication during unplanned incidents
  • Contributing to security planning and upholding PCI/security standards across the organization

Requirements:

  • 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

Estimated Salary: $68,000 per year. Apply now to be part of our dynamic team at Purdys Chocolatier.

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