Helpdesk Team Lead

Overview:
We deliver capital project solutions to fulfill our clients’ needs across the built environment. The work we do makes a difference in communities and for the people who live there. We have a passion for it.

Our commitment to realizing our clients' vision inspires us to look beyond the immediate - to the
_possibilities_ of what we can achieve together. We are 15,000 projects and counting - improving lives and helping shape the growth of sustainable, progressive and inclusive communities.

As Colliers Project Leaders continues to grow nationally, we are looking for a Helpdesk Team Lead to join our Helpdesk Team.

This will include remote and in-person, first line IT technical support and PC administration in support of Colliers Project Leader employees, with escalation of more complex issues to System, Network and Application Administrators. In addition to providing troubleshooting and issue resolution, this individual will also join IT Department project teams to deploy new technology, systems and processes to support employees and the organization.

**Responsibilities**:

- Mentor and provide direction to first-level HelpDesk staff
- Create, monitor, update and assign tickets in the SysAid HelpDesk ticketing system
- Coordinate the escalation of first level support request to second and third level support facilities
- Author and maintain work team processes, guides and documentation
- Provide first and second level IT Helpdesk support when required
- Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members
- Organize, recommend, and conduct training for team members on technology, procedures and day to day HelpDesk process
- Create good working relationship amongst members of the help desk team to ensure smooth flow of work, which improves overall performance
- Oversee the maintenance of hardware inventories and identify items due for replacement or upgrade
- Create and manage user accounts and assign access in a structured Microsoft AD/AAD environment in support of company policies and IT General Controls
- Process change requests, change orders and other contract or IT related administrative documents
- Work with System, Network and Application administrators to deploy and support new technology to company workers

Qualifications:

- A degree, diploma or post-graduate certificate in the information technology or computer sciences field
- A minimum of five years of experience in providing technical support in a corporate business environment and at least two years of experience as a senior HelpDesk resource or HelpDesk team lead.
- Practical experience providing IT customer care and incident management in an IT Helpdesk environment
- Self-motivation and accountability for delivering on a range of responsibilities and commitments
- Experience providing remote user support, using remote access software and other technologies such as Zoom, MS Teams, TeamViewer and MS SCCM
- Experience working with, Windows 10, Microsoft Office, Microsoft Outlook and SharePoint in a modern hybrid AD and Azure AD cloud environment
- Training or experience with Azure Multi-Factor Authentication, MS Defender Endpoint, and MS Intune
- Experience supporting end users in TCP/IP wide area networks and Wi-Fi wireless networks
- Working knowledge of MS Exchange tasks such as mailbox account and distribution group creation in Exchange 2016
- The ability to manage and prioritize competing priorities in a busy environment
- Strong interpersonal and communication skills - both written and verbal
- Proficiency in presenting ideas in user-friendly language to non-technical staff and end users
- A friendly, personable, and positive outlook with the ability to build harmonious working relationships with peers, end users, and external vendors

**What you can expect**:

- An opportunity to truly impact our communities
- A flexible work environment
- A comprehensive onboarding experience
- Significant professional development, training, and a mentorship program
- A paid volunteer day
- An environment where people feel welcome, heard and included, regardless of their differences
- And much more

LI-DV1

**Join our team of difference-makers and help shape the growth of dynamic communities.