Service Desk Team Lead

**Who We Are**:
F12 was built by uniting IT consulting firms from across Canada around a common vision - to combat risk and complexity by continuously crafting business technology platforms that empower business leaders to focus and thrive. We aim to elevate IT conversations (from ingredients to outcomes) and deliver fully designed solutions where there are no bad options.

**General Description**:
Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will collaborate with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees. We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, hard work, and we are looking for like-minded-minded individuals to join us on our journey.

**The Position**:Reporting to the Service Delivery Manager (SDM), the Technical Team Lead will be expected to have technical expertise along with some team management or leadership experience. Working closely with the Technical Account Manager (TAM) and SDM, this individual will be an active participant in overseeing and/or implementing successful service outcomes. You will also take on the role of coaching and mentoring technicians while providing technical support and guidance to the team in resolving complex technical issues. You will be an escalation point for our project team members and a point of contact for our clients and vendors.

**Responsibilities**:

- Manage the ticket queue daily to ensure that escalated requests are being correctly prioritized and efficiently resolved within the established SLAs.
- Oversee technicians that are part of the IST to ensure client requests are handled correctly. Responsible for monitoring & analyzing team performance metrics, identifying areas of improvement and working with reporting manager in implementing corrective actions.
- Manage client scoping requests and IMACs to ensure requests are being correctly prioritized and efficiently handled within established SLAs.
- Possible onsite requirements for project implementations or service-related issues
- Provide technical support & guidance to the team in resolving complex technical issues by acting as a client SME.
- Own project technical scoping and deliverables, project timeline, and project success factors through accurate technical notes and activity tracking
- Ensure every interaction with clients is pleasant and professional by delivering a “White Glove” experience.
- Manage responses and assist in major IT incidents.
- Collaborate with systems, network, database, technicians on proposed projects to ensure security is maintained.
- Anticipate, plan, and meet increases in customer needs and service levels.
- Ensure the departmental production goals, project, and daily outputs.
- Analyze the impact of existing proposed projects on the enterprise infrastructure to ensure projects are not compromised in accordance with technology policies.
- Create and test job plans to ensure best practices are used.
- Manage pipeline of customer escalations in priority of critical issues
- Take on mentorship role of T1, T2 technical resources.
- Act as an escalation point for the Services Delivery Manager and take on additional scope when required.
- Create and innovate new technical methods of deploying solutions.
- Maintain logs, documentation, and reports of activity.

**Who You Are**
- Minimum 3-year of IT infrastructure, System Admin, or similar IT support roles
- Minimum 1+ year of experience in a management or leadership role in IT service delivery environment
- Experience implementing, managing, and supporting 3rd party cloud services.
- Expertise in managing client technical escalations.
- Advanced troubleshooting ability, ability to take a technical lead with projects & work harmoniously with project management for successful client delivery.
- SME level experience in following technologies: Windows Server & Desktop Administration (ADDS, GPO, DHCP, DNS, Print Management); Virtualization (VMware ESXi, MS Hyper-V, or similar other hypervisors); Networking (Network Firewall administration, VLANs, VPNs, Routing & Switching. Hands on experience with solutions from HP,
- Strong communication and interpersonal skills, internally & client facing.
- Completion of professionally recognized technical certifications.
- A desire to help grow and mentor the team.

**What You Can Expect from Us**: We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:

- Health Spending or