Team Lead, IT Operations

**Who is Grand & Toy?**

Grand & Toy** **is one of Canada’s most renowned and iconic brands. Our team of industry-leading experts provide complete business solutions for multiple industries across Canada. From technology, to facilities, to workspace furniture, we provide solutions where work happens.

The IT team at Grand & Toy provides an agile, customer-centric, innovative, and exciting place to work for professionals who want to make a difference, challenge the norm, develop themselves, and enable transformation.

**About the Role**

Do you have a passion for optimizing processes, leading teams, and supporting technology that drives a business forward? Grand & Toy is looking for an energetic, technically strong, purpose-driven IT Operations Team Leader. This role is critical in ensuring the efficiency, effectiveness, and scalability of our daily IT operations, supporting resilience and continuous operation of IT services.

As the Team Lead, IT Operations you’ll be a hands-on leader, skilled at picking up new technologies, solving problems, and providing stellar service delivery in a dynamic environment. You will assist in developing and coaching resources and coordinate their work ensuring high-quality end-to-end IT services and systems.

This role will report directly to the Manager, Infrastructure + Operations.

**An Overview of the Role**

As the IT Operations Team Leader at Grand & Toy, you will be responsible for multiple key areas:
**Operational Management**
- Service Coverage: Oversee IT services at corporate headquarters, satellite office, warehouses, and data centers located across Canada.
- Best Practices: Implement and monitor IT Service Management best practices and ITIL procedures.
- Continuous Improvement: Foster an environment focused of productivity and service enhancement.
- Incident Management: Ensure prompt, accurate communication for all incidents and service requests.
- Cross-Functional Collaboration: Drive collaboration between IT Operations and other IT sub-teams.
- Asset Management: Maintain accurate licensing, inventory, and maintenance contracts.
- Support Budgeting: Assist with budgeting for new hardware and software.
- Service Desk Oversight: Ensure the Service Desk and supporting technology serves as the effective first point of contact for users needing technical guidance or assistance.

**Customer/Employee Experience & Issue Resolution**
- Escalation Point: Act as the escalation point for IT Support team, handling complex issues efficiently.
- Cross-Department Collaboration: Work with other departments to resolve gaps in IT Support processes.
- Service Issues: Ensure effective resolution of all service issues via IT Support governance.

**Reporting**
- Report Development: Create IT Support reports and dashboards focused on analysis and trend identification.
- KPI Analysis: Regularly analyze and improve SLA, CSAT and KPI metrics.
- Productivity Reports: Develop reports on IT Support team productivity.

**Required Skills**:
**Leadership & Experience**
- Team Leadership: Substantial experience leading an IT Support team with a focus on efficiency.
- Cross-Domain Services: Experience supporting cross-domain IT services.
- ITIL Certification: ITIL v3 Foundations certification is highly regarded.
- Deskside & Remote Support: Demonstrated leadership in IT Support operations, desk side, and remote support.
- Incident Resolution: Experience as a point of escalation with strong problem-solving capabilities.
- Onboarding Processes: Knowledge of user onboarding/offboarding processes.
- Communication Skills: Proven ability to communicate effectively both verbally and in writing.

**Technical Knowledge**
- Incident Management: Experience managing incidents and service requests across corporate infrastructure and endpoints.
- Service Management: Proficient with enterprise IT Service Management solutions (e.g., Jira).
- Active Directory: Skilled in Active Directory administration (ADUC, GPOs).
- Microsoft Applications: Proficient with Microsoft Office Suite, M365, Teams.
- Device Management: Effective management of a multi-device environment (Windows, iOS, Android).
- Tools: Experience with end user, endpoint deployment and software distribution (MDT, SyxSense, PDQ, RDP, MFA, SSO)
- AV Technologies: Experience with managing Audio Visual technologies (Polycom, Barco)
- MDM Platforms: Skilled in administering MDM solutions (SOTI, Intune).
- Telecommunication Services: Support for telecommunications services (MPLS, ISPs).
- Governance Programs: Knowledge of governance programs like PCI/SOX.

**Where will I work?**

Our head-office is in Vaughan, ON. We work from the office at least 3 days per week. Always Tues and Thurs. You must be legally allowed to work in Canada and live within commuting distance of our office.