Tech Lead, Technology Support

Our Digital & Technology team wakes up every day with one goal in mind - to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs? If yes, consider the following opportunity:
The Employee Technology Support Team provides first and second level support for hardware, software, collaboration, mobile and telecommunication systems and services used internally by the Rogers Group of Companies. The primary responsibility of the Technical Lead is to oversee the workflow of a team of support staff and ensure that the unit consistently attains or exceeds departmental objectives and customer service targets.

The Technical Lead is a full-time position, responsible for the critical functions of customer service and problem and incident management. The position demands technical troubleshooting skills on various platforms, a clear customer service orientation and a broad understanding of information technology. Strong interpersonal skills and a proven track record for motivating a team through coaching and influencing are also required.

**Responsibilities**:

- Respond to support requests assigned by first level support and directly from customers
- Act as first point of contact at supported locations
- Oversee and motivate a team of assigned personnel - lead, monitor and motivate all member to achieve or exceed service targets. This includes all supervisory, coaching functions and staff shift scheduling as required. Act as an escalation point for their respective team.
- Ensure consistent adherence to all policies and procedures for the department and assume duties of the ETS Manager as required/requested
- Monitor training and performance of staff and assist and mentor staff in responding to challenging customer service or support issues
- Ensure that any unresolved issues are promptly elevated to the next level of management for resolution.
- Lead and coordinate activities of support and work with other IT departments to ensure requests are efficiently prioritized and completed within appropriate timeframes & drive process improvements within the Technology Support team
- Act as a liaison with key support functions such as Desktop Engineering, Operations departments, Cyber Security and other teams
- Take ownership of support requests from beginning to successful completion
- Provide high quality IT support to the user community in a mixed PC and MAC environment.
- Coordinate and implement hardware upgrades and replacements as required
- Log all IT support activity in the ServiceNow ticketing system
- Keep accurate records and inventories of corporate assets (i.e. desktops, laptops, mobile devices, etc.)
- Craft and Maintain schedules of technicians and coordinate with Workforce management team for effective resource management
- Ensure compliance with, and implementation of Rogers Corporate IT Standards
- Liaise with Rogers ITS, HCL, Hardware / Software / Support vendors, Rogers Procurement
- Communicate solutions and ideas with local team and IT staff at other locations
- Provide regular statistical reporting to Technology Support Manager. Provide process improvement opportunities where possible.
- Provide resourcing for IT Project Initiatives representing the best interest of end user services, representing our customer base.
- May be required to work at other locations as directed
- Participate in rotating after hours on-call schedule

**Qualifications**:

- An aptitude for active leadership combined with the ability to motivate and challenge staff to excel is essential.
- 1 - 3 years’ experience in a supervisory or leadership role is required.
- paced environment and a clear aptitude for process development and problem solving
- Knowledge of Microsoft desktop operating systems (managing, configuring and trouble shooting)
- Knowledge of MACs (managing, configuring and trouble shooting) is an asset
- Project management skills
- Experience in the creation of procedural documentation
- Working knowledge of LDAP, AD, SSO, Azure AD, Office 365, Web Services, SCCM, ServiceNow, MS Teams, Condeco Room Booking and Sharepoint.
- Network troubleshooting skills an asset
- Ability to work both independently and as a team member

**Schedule**: Full time

**Shift**: On Call

**Length of Cont