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Team Lead, Deskside Support
2 weeks ago
**Come Build Your Career at Aecon**
As a Canadian leader in infrastructure development, Aecon is safely and sustainably building what matters for future generations to thrive We lead some of the most impactful infrastructure projects of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build, connect, power, and strengthen our communities.
At Aecon, you can count on:
- **Safety Always.** Our number one core value. If we can’t do it safely, we don’t do it at all.
- **Integrity.** We lead by example, with humility and courage.
- **Accountability.** We’re passionate about delivering on our commitments.
- **Inclusion. **We provide equitable opportunities for everyone.
We lead the infrastructure industry with purpose, and our people are at the heart of everything we do. So, we invest in our people, just like they invest in us
At Aecon we:
- Ensure you and your family receive the services needed to **support your mental, emotional, and physical well-being.**:
- Believe in helping you build your career through our **Aecon University and Leadership Programs.**:
- Are committed to supporting and investing in inclusive work environments, through initiatives like Equity, Diversity & Inclusion training, our **Aecon Women in Trades and Aecon Diversity in Trades programs**, and our **Employee Resource Groups (ERGs) **to ensure we are building inclusion into every aspect of our culture at Aecon.
- Are a **leader in sustainable construction**. With a strong commitment to operating responsibly by **minimizing our impact** on the environment and surrounding communities.
Our business success relies on strong execution and continuous improvement - driven by the diversity, expertise and teamwork of our people. We’re always searching the globe for innovative, collaborative minds to join our best-in-class Aecon community
**What is the Opportunity**
Reporting to the Senior Manager, Operations, the Deskside Support, Team Lead role will be responsible to lead a team of Deskside Support Specialists supporting multiple geographic locations within Canada. The Deskside Support, Team Lead will provide training and coaching to staff, ensure that business end users are receiving the highest quality of customer service and technical support, ensure adherence to defined Service Level Agreements through reporting and KPI tracking and be responsible for inventory and deployment of critical hardware and accessories. This includes the responsibility of coordinating all procedures related to identification, prioritization, and resolution of Level 2 and in person support Incidents and request fulfillment. Inclusive to this role is the day-to-day monitoring, tracking and coordination of all Deskside Support functions.
**What You Will Do**
- Key resource to Deskside Support team members to provide for guidance, evaluation, and prioritization of support requests from assistance from end users experiencing problems with hardware, software, networking, and information services related requests.
- Lead for all new technology deployments within core and remote offices
- Assess and delegate workload appropriately across the team
- Follow policies and procedures for maintenance and enhancement of ITSM as it relates to support
- Enforce processes around major Incident and service request handling
- Provide hands-on Deskside Support to end users, including concierge support for Executives as needed
- Availability to handle escalations, major incidents and critical support issues when they occur after hours
- Responsible for managing after-hours projects and support required of Deskside Support team as needed
- Track and analyze trends in Deskside Support requests and incidents and generate statistical reports
- Report statistics and KPIs to manager and present at team meetings
- Liaise and communicate with Business/IS staff and stakeholders for all on-going issues, queries, and statuses
- Track and ensure inventory levels of laptops, accessories and other key hardware for all locations
- Collaborate on IS department and Business projects when necessary
- mplement process enhancements and changes as it relates to Deskside Support and meet specific targets/key performance indicators while maintaining a high level of customer service
- Work in collaboration with the Service Desk Team Lead to ensure proper handoff and team work between Level 1 Service Desk and Level 2 Deskside Support teams
- Collaborate with other departments to ensure that IS exceeds all Service Level objective
- Supervisory Responsibilities
- Lead, coach and train Deskside Support Specialists on processes, procedures and day-to-day including 1 on 1 coaching sessions
**What You Bring to The Team**
- Customer service oriented with strong interpersonal skills
- Excellent verbal and written communication skills to business end users
- Experience with supervising a support team
- Experience with and traini
