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Team Lead

3 weeks ago

Vancouver, Canada Quicktech Full time

**About Us**:
Quicktech is a leading I.T. Managed Service Provider committed to delivering cutting-edge solutions and exceptional customer service to our clients. Our I.T. Service Team is at the heart of our operations, ensuring that client issues are resolved efficiently and effectively.

**Role Overview**:
As an I.T. Service Team Lead, you will play a pivotal role in helping lead, and mentor, our service team. Reporting to and working alongside the Service Manager, you will help oversee daily operations, and ensuring that all client I.T. support requests are addressed promptly and satisfactorily. You will lead by example, providing excellent customer service, while also fostering a collaborative and productive work environment.

**Key Responsibilities**:

- Lead and supervise the service team, including but not limited to scheduling, training, ticket reviews, client escalations, etc.
- Participate in performance evaluations with the Service Manager.
- Act as the primary point of escalation for complex issues, ensuring quick resolution and customer satisfaction.
- Monitor service performance metrics and help suggest/implement strategies to improve response times, efficiency, and customer service quality.
- Collaborate with other I.T. departments to ensure a cohesive approach to customer support and problem resolution.
- Develop and maintain comprehensive documentation of processes, policies, and resolutions.
- Manage ticketing system workflows, ensuring that tickets are prioritized, assigned, and resolved within agreed SLAs.
- Conduct regular, daily, team huddles to share updates, engage the team, and address daily challenges.
- Stay informed about industry best practices, emerging technologies, and trends in I.T. support to continually enhance the team's capabilities.
- Other duties as required.

**Qualifications**:

- Bachelor's degree in Information Technology, Computer Science, or related field.
- Minimum of 5 years' experience in an I.T. support role, with at least 2 years in a supervisory or leadership position.
- Strong understanding of I.T. support processes and best practices, including ITIL framework.
- Excellent problem-solving skills and the ability to diagnose and resolve complex I.T. issues.
- Proven leadership abilities with a focus on technical mentoring.
- Outstanding communication and customer service skills, with the ability to interact effectively with clients and team members.
- Experience with ticketing systems, remote support tools, and I.T. service management software.
- Certification in I.T. service management (e.g., ITIL, CompTIA A+, etc.) is not required, but is a plus

Why Join Us?
We offer a dynamic and challenging environment where you can grow your skills and advance your career. Our culture values innovation, collaboration, and a commitment to excellence. In addition to a competitive salary, we provide comprehensive benefits, generous time off and sick time, professional development opportunities, and a supportive team atmosphere.