Helpdesk Team Lead

The Support Team Lead is responsible for coordinating and overseeing the daily performance of the technical support team as well as participating as an active member of the service delivery team. You must work and communicate well with others, think strategically, have a friendly disposition, utilize strong problem-solving capabilities, and maintain technical aptitude.

This position will collaborate with Stratomer’s business and customer service teams to deliver exceptional support to the client and is expected to lead by example, maintain ticket queues, build reports, handle escalations, and help with ad hoc projects, and training. This position is an advocate in the overall culture, vision and values of Stratomer. The Support Team Lead reports to the Technical Services Manager.

At Stratomer we aim to maintain a great work environment that embraces work-life balance, creates opportunities for growth, and takes pride in our client relationships.

**Responsibilities**
- Provide energetic leadership, overseeing the day-to-day operations of the Technical Support Team
- Drive team performance and customer satisfaction through excellence and professionalism
- Collaborate with managers on oversight, direction, coaching, and training activities
- Primary point of contact and coordination for technical escalations and on-site work
- Review and evaluate outputs tracked in ticket system metrics, team SLAs, and workflows
- Verify tickets are being addressed in a timely and professional manner
- Promptly and professionally work to resolve a variety of technical and personnel issues
- Actively monitor ticket queues and team performance, reporting on metrics and issues
- Assist in the evaluation and monitoring of the team KPIs and report on results
- Assist with the mentorship and coaching of support staff
- Assist with the creation, implementation, management, & standardization of processes
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Review all technical support related processes and documentation for continuous improvement
- Assist in the creation and implementation of customer self-service material and tools
- Participation in Stratomer’s rotating on-call system
- Strive to meet the requirements of the role’s Performance Metrics
- Willingness to work flexible hours when required to meet service and project timelines
- Continue to pursue and maintain industry recognized training and certifications where required

**Personal Skills**
- Excellent verbal and written communication skills in English
- Strong leadership, interpersonal, and conflict management skills
- Ability to rapidly learn new technologies and calmly adapt to change
- Respectful team-focused individual with compassion for clients’ needs
- Motivated self-starter with a passion for learning
- An organized individual with fantastic attention to detail

**Role Requirements**
- 5+ years IT Help Desk Support Experience in a multi-client environment (MSP)
- 3+ years providing technical escalation support
- 2+ years working as a Support Team Lead or Helpdesk Supervisor
- 2+ years working with ticketing system reporting and trend analysis
- A reliable vehicle & unhindered driver’s license
- Have & maintain the ability to perform physical work (The job can entail working in tight spaces & lifting/carrying objects weighing up to 50lbs)
- Technical Experience with: Windows Server & Desktops; Exchange - local & online; Backup technologies; Virtualization technologies; Hardware troubleshooting; Commercial Antivirus Products; Firewall Management; Microsoft Office; Remote Management

**Assets**
- A post-secondary degree, diploma, or certificate in relevant field
- Experience with scripting and automation tools
- Field and/or data center technician experience
- Professionally recognized technical certifications (E.g. ITIL Foundations)
- Managing and supporting cloud services and virtualization technologies
- Telecommunications and video surveillance systems experience
- Language: French (Professional level/bilingual competency)
- Technical Experience with: Microsoft Azure; Routing & Switching; Wireless Networking; Network Security; Unified Communications; Infosec/cybersecurity evaluations and remediation, etc.)

**Compensation & Benefits**
- Competitive salary
- Compensation for participation in afterhours on-call rotation
- Performance bonuses and afterhours pay may be available
- Health & dental benefits package available
- Educational opportunities to increase your skill set
- Company supplied phone
- Opportunities for partial work from home scheduling
- Paid vacation

**Other Documentation & Conditions for Employment**

**Job Types**: Full-time, Permanent

**Salary**: $55,000.00-$75,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Tuition reimbursement
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