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Technical Support Lead

3 weeks ago

Winnipeg, Canada People Corporation Full time

We are seeking a **Technical Support Lead** to join our team in **Winnipeg, MB or Toronto, ON**

**The Technical Support Lead will be responsible for the following**:
**Subject Matter Expert**
- Provide technical knowledge to internal stakeholders regarding challenges faced by the HelpDesk team
- Provide and initiate solutions to escalated requests or priority requests
- Provide after-hours support/on-call support for priority users/issues.

**Deployment**
- Ensure proper inventory stock level assessment and initiate procurement as required across all businesses
- Create, maintain, and document software packaging for remote deployment, Gold Image for workstations, and central management of Windows updates on endpoints, across all businesses
- Ensure all endpoints are patched appropriately as it relates to Antivirus.

**Mentoring**
- Responsible for training, providing technical guidance, and ensuring processes are delivered to HelpDesk team members
- Ensure HelpDesk Ticketing system training documentation is provided to the team
- Support the achievement of service levels by HelpDesk team members for 1st and 2nd level support requests
- Review and monitor 1st and 2nd level HelpDesk tickets are being actioned appropriately
- Monitor ticketing system processes and report situations to leadership when process is contravened**.**:

- Responsible for ensuring HelpDesk governance principles are maintained and reporting situations to leadership where principles are not followed
- Leads by example and champions process, governance, and IT principles

**Reporting**
- Responsible for HelpDesk reporting across all businesses including updating accounting with most recent cost allocations
- Act as a liaison between HelpDesk and Systems to drive resolution for challenges
- Create, document, and maintain end user’s technical documentation and analyst onboarding documentation
- Responsible for updating and maintaining HelpDesk knowledge base documentation

**Continuous Development**
- Review, plan, and present process improvements as it relates to HelpDesk across all businesses to IT leadership team
- Responsible for understanding, documenting, and training new technologies as it relates to the HelpDesk.
- Create, document, and maintain collateral for new technologies implemented within the environment.
- Maintain, document, and administer all solutions as it relates to the HD. Ring Central, etc.
- Required to work on special project and initiatives.

**T**o be successful **as a** Technical Support Lead **with People Corporation, you will need**:

- Demonstrate an understanding of the needs of the customer and focus on anticipating, meeting, and exceeding those needs.
- Demonstrate strength in planning and organizing the actions and priorities of others (and self), including managing and coordinating tasks, project plans according to approved principles and within agreed parameters.
- Use time and resources effectively to achieve desired results. Have determination in the face of obstacles to set and meet challenging targets and deliver the required results.
- Demonstrate a high level of accountability, reliability, adaptability, and innovation in accomplishing day to day work and long-term goals.
- Foster open communication, listen to others, and value all opinions.
- Act in a respectful manner to influence an outcome, impact, or effect.
- Readily share information, knowledge, and personal strengths.
- Seek to understand and build on differing perspectives of others to enhance team efficiency and quality outcomes.
- 5+ years of progressive experience of technical experience within a HelpDesk environment.
- Post secondary education degree + continued professional development required.
- Developed business acumen, excellence with analysis, and ability to translate data into insight.
- Proven track record of success, leading, developing and implementing business solutions requiring knowledge and understanding of the industry
- Exceptional interpersonal skills demonstrated by experience in building value add relationships with internal and external stakeholders.
- Demonstrated knowledge of Desk Side Support, Imaging, and ticketing tool administration.

**What's in it for you**:

- Learn by working alongside our experts
- Extended health care and dental benefits
- A retirement savings plan with company contributions
- A suite of Health & Wellness offerings
- Mental Health programs and support for you and your family
- Assistance for the completion of industry designations
- Competitive compensation

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.