Desk Side Support Team Lead

2 weeks ago

Iqaluit, Nunavut, Canada Government of Nunavut Full time
Job Summary

We are seeking a highly skilled and experienced Technical Support Supervisor to join our team at the Government of Nunavut. As a key member of our IT department, you will be responsible for providing technical support and supervision to our team of Desk Side Support agents.

Key Responsibilities
  • Provide technical support and guidance to Desk Side Support agents in resolving incidents and requests.
  • Supervise and lead a team of technical support personnel to ensure efficient and effective service delivery.
  • Monitor and optimize the daily processing of requests and incidents through the GN Service Desk.
  • Act as an escalation point for Tier 1 and Tier 2 problem resolutions.
  • Collaborate with other teams to ensure seamless service delivery and improve overall IT service management.
  • Develop and maintain technical documentation and knowledge base articles.
  • Contribute to the development and implementation of IT service management processes and procedures.
  • Perform other related duties as required.
Requirements
  • Recognized college diploma in Informatics Technology or a related field.
  • Two (2) years of experience in a supervisory capacity, preferably in a service desk environment.
  • ITIL Certification and A+ Certification.
  • Recent and adequate experience installing, configuring, repairing, and supporting computer workstation software applications, hardware, and related peripherals.
  • Recent and adequate experience installing, configuring, repairing, and supporting Microsoft workstation operating systems.
  • Recent and adequate experience acting as an escalation level for Tier 1 and Tier 2 problem resolutions.
  • Recent and adequate experience supervising and leading teams of technical support personnel.
  • Recent and adequate experience working in a service desk environment handling client requests and service incidents of a large complex organization.
  • Recent and adequate experience supporting workstations and peripherals in a LAN environment.
  • Recent and adequate experience installing, configuring, and supporting desktop applications such as the Microsoft Office Suite, Adobe office products, and internet browsing applications.
  • Recent and adequate experience installing, configuring, repairing, and supporting workstation anti-virus software and related utilities.
  • Recent and adequate experience researching and developing workstation and related peripheral configuration standards.
  • Recent and adequate experience performing maintenance routines on client workstations and application software.
  • Recent and adequate experience contributing to the post-mortem analysis following any workstation failure and providing colleagues and management with recommendations on adjustments to procedures in order to prevent future incidents or problems.
  • Recent and adequate experience producing personal and team activity reports as and when required.
Assets
  • Fluency in Inuktitut.
  • Knowledge of Inuit communities, culture, land, Inuit Qaujimajatuqangit, Inuktut, and experience working in a northern cross-cultural environment.
Working Conditions

This is a Highly Sensitive Position. A satisfactory Criminal Record Check, along with a clear Vulnerable Sector Check, is required.

Language of Work

The Official Languages of Nunavut are Inuktut, English, and French. Applicants may submit their resume in any of the official languages of Nunavut.

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