Service Desk Team Lead

**POSITION PROFILE**
- The Service Desk Team Lead is responsible for providing technical assistance to team members and clients, with system and network requests as well as, managing the activities and responsibilities of a team of Service Desk Analysts.**PRIMARY DUTIES AND RESPONSIBILITIES**
- Supervise, mentor, and lead a team of Service Desk Analysts and Specialists including: shift scheduling, approving timesheets, ticket reviews, weekly team meetings, provide ongoing feedback, participating in quarterly and annual performance reviews
- Manage the development of the team by ensuring daily tasks and activities are in line with their career interests
- Assist with hiring and onboarding of new employees
- Ensure new employees are being trained on ITW standard policies and procedures
- Continually seek opportunities to increase client satisfaction and deepen client relationships including participation in ticket reviews, regular meetings and follow up on client satisfaction scores
- Responsible for all service related tickets including: escalations, high priority and complex issues
- Responsible for ensuring users are provided efficient and timely first and second level support on a 7x24 basis
- Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
- Assist with the creation of Infrastructure Reports
- Must be available on call, after hours to handle escalations as scheduled
- Identify areas for improvement and make constructive suggestions for change
- Assist with the onboarding of new clients
- Support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- IT support relating to issues with the internal systems and network infrastructure
- Support services for Microsoft related technologies including but not limited to Windows Server, Exchange, SQL, SharePoint, etc.
- Support services for virtualization technologies including but not limited to VMware, Citrix, and Microsoft.
- Remote access solution support including but not limited to VPN, Terminal Services, and Citrix
- As assigned, complete server patching and post patch testing
- Ensure accurate time sheet entries and submit as directed
- Participation in client user training, document creation, and feedback
- Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
- Follow all other processes and quality standards as directed

**EDUCATION AND EXPERIENCE**
- College Diploma or equivalent
- 2-3 years of experience leading a team with a strong client focus
- Product knowledge with Citrix, HP, Dell, Cisco, Microsoft, VMware and Lenovo
- Proven experience working with ticketing system tools such as ConnectWise
- Current industry certifications including but not limited to Microsoft MCP, or MCSE, Citrix CCA, Cisco CCNA, or VMware VCP

**OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS**
- Ongoing commitment to professional development with leadership skills and industry certifications.
- Strong organizational, presentation, communication (written and verbal) skills
- Ability to multi-task and adapt to changes quickly and meet deadlines
- Self-motivated with the ability to work in a fast-paced environment
- Ability to provide team with on-going coaching, mentorship and performance feedback
- Ability to liaise with clients, vendors and partners at all levels of the organization

**ADDITIONAL COMMENTS**
- Occasional evenings, weekend and on-call work as required
- Travel to client/vendor sites and meetings (0-25%)
- Ability to work with a variety of challenging clients

Physical Requirements
- Occasional heavy lifting - e.g. computers, networking equipment, servers and UPS (up to 50 pounds)- Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer._