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Technical Support Team Lead

2 weeks ago

Surrey, Canada Quicktech Full time

SiteTechnologySite is a modern growth partner, built for growing mid-market businesses. We are a full-service technology and strategy firm, and our mission is to become the #1 mid-market focused consultancy in North America. Our unique approach combines deep industry knowledge with cutting-edge technology solutions, setting us apart in the market.
Technical Support Team Lead
As a Technical Support Service Team Lead, you will play a pivotal role in helping lead, and mentor our technical service desk team. Reporting to and working alongside the Service Manager, you will help oversee daily operations and ensuring that all client IT support requests are addressed promptly and satisfactorily. You will lead by example, providing excellent customer service, while also fostering a collaborative and productive work environment. Your technical knowledge and experience in a Managed Services will be an asset.
**What you’ll be doing**:

- Lead and supervise the service team, including but not limited to scheduling, training, ticket reviews, client escalations, etc.
- Work with team members in performance evaluations
- Act as the primary point of escalation for complex issues, ensuring quick resolution and customer satisfaction
- Oversee ticket and phone queue’s to ensure proper ticket and call handling, this includes assigning tickets to techs, dealing with escalations
- Monitor and manage service performance metrics to ensure KPI’s are met, including response time and CSAT, implement strategies to improve customer service quality.
- Collaborate with other departments as needed to ensure a cohesive approach to customer support and problem resolution
- Develop and maintain comprehensive documentation of processes, policies, and resolutions
- Manage ticketing system workflows, ensuring that tickets are prioritized, assigned, and resolved within agreed SLAs
- Hands on technical work may be required to support the team.
- Ability to lead/manage a Major Incident
- Conduct regular, daily, team huddles to share updates, engage the team, and address daily challenges
- Stay informed about industry best practices, emerging technologies, and trends in I.T. support to continually enhance the team's capabilities
- Become an SME on day-to-day tools for the Service Desk team, Connectwise, Brightgauge and Cloud Radial experience is an asset
- Other duties as required

**A little bit about you**:

- Previous Managed Services experience is an asset
- Industry certification, experience and/or related schooling such as a Bachelor's degree in Information Technology, Computer Science, or related field
- Minimum of 5 years' experience in an IT support role, with at least 2 years in a supervisory or leadership position
- Strong understanding of IT support processes and best practices, including ITIL framework
- Excellent problem-solving skills and the ability to diagnose and resolve complex IT issues
- Proven leadership abilities with a focus on technical mentoring
- Outstanding communication and customer service skills, with the ability to interact effectively with clients and team members
- Experience with ticketing systems, remote support tools, and IT service management software
- Certification in IT service management (e.g., ITIL, CompTIA A+, etc.) is not required, but is a plus

**SiteTechnology “Must Haves”**:

- You have exceptional organizational skills, with the ability to manage multiple priorities
- You have a high level of integrity, confidentiality, and professionalism in handling sensitive client data
- You have a sense of humor and love to have fun, but take your responsibilities seriously
- You enjoy the fast-paced nature of a startup

**Benefits of working for SiteTechnology**:

- Competitive Compensation - We offer a salary that reflects your skills and experience.
- Comprehensive Benefits - Includes health coverage and a wellness spending account to support your well-being.
- Career Growth - Be part of a growing company with plenty of opportunities to advance and expand your role.
- Convenient Location - Our HQ is easily accessible off Hwy 1 and surrounded by great coffee shops and restaurants.

**A Commitment to Growth and Excellence**:
SiteTechnology is dedicated to continuous improvement and growth. We aim to not only meet but exceed the expectations of our clients. Our goal is to be recognized not just as a provider of technology solutions, but as a true partner in our clients' journey towards digital transformation.