Team Lead

**Team Lead, IT Field Service Desk
- Brampton**

Walk into a new position with Dynacare as one of our **Team Lead, IT Field Service Desk**. At Dynacare, our values are the core of who we are and our beliefs. They inspire us to be our best every day. Join this full-time opportunity and be a part of a transformative team. This is a permanent full-time position; hybrid role working Monday -Friday 9AM-5PM.

**You will contribute by**:

- Lead a team of IT support professionals and support the manager with day-to-day operations of the IT Service Desk
- Develop and maintain IT Service Desk procedures, policies, and documentation
- Measure and report on various SLAs to ensure that the team meets or exceeds those SLAs
- Monitor and evaluate the overall performance of the team and provide feedback and coaching to team members
- Prioritize IT Service Desk incidents and service requests, and ensure that they are resolved in a timely and effective manner
- Collaborate with other IT teams to identify and resolve recurring IT-related issues and supporting problem management
- Ensure that the team is trained and knowledgeable in the latest technologies, and can provide effective solutions to IT-related problems
- Act as a point of escalation for customer concerns, complex IT issues, and provide technical expertise and guidance to the team
- Analyze IT Service Desk metrics and data to identify areas for improvement and implement process improvements to enhance the quality of support provided
- Develop and maintain relationships with key stakeholders, including end-users, IT teams, and vendors

**Qualifications and Competencies you will bring**:

- Bachelor's degree in related field or a minimum of 3 years of experience in IT support or related field
- Strong technical skills and experience in troubleshooting and resolving IT-related issues
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users
- Analytical thinking to support report reviewing and data driven decision making
- Strong leadership skills and the ability to effectively manage a team
- Ability to work effectively in a fast-paced environment and handle multiple priorities simultaneously
- Experience with IT Service Management (ITSM) tools and processes
- ITIL certification is a plus

**Skills and Abilities**

**Technical Skills**
- Developed communication and diplomacy skills with a strong ability to persuade, influence and effectively embrace client and stakeholder relationships
- Ability to lead the life cycle management of solutions/services (inception, care and feeding, retirement).
- Ability to work in a fast paced and rapidly changing environment with solid organizational, multi-tasking capability and prioritization skills.
- Strong understanding of technology and how it works.

**Social Process Skills**
- Ability to work on their own as well as a part of a team.
- Ability to react to events decisively and effectively until resolution including problem analysis.
- Solid written and verbal communication skills are essential. Ability to communicate well with others and engage in technical conversations.
- Ability to handle conflict and conflict resolution.
- Ability to facilitate process buy-in from staff.
- Ability to design and implement innovative solutions by interacting with other team members.
- Ability to manage the occasional stress that comes with coordinating multiple high priority problem resolution and service demands.

If your qualifications and experience fit with this position, we will contact you to learn more. We offer competitive pay and great benefits, along with the opportunity to grow and thrive with a dynamic, successful company. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.

Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement and fair treatment of all individuals. We believe that our diversity is our strength, so we employ a diverse workforce and respect the needs of all our employees.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the Dynacare Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process.
- Dynacare is committed to doing our part to protect our team, our clients and our communities against the spread of COVID-19. Please note that it is a requirement for this role that the individual be fully vaccinated*, unless an exemption under the applicable provincial human rights legislation applies. Proof of full vaccination will be required to be submitted to our third-party services provider for verification purposes._
- _“Fully vaccinated” is defined as two doses of a Health Canada approved COVID-19 vaccine, plus 14 days after the second dose._