IT Operations Lead

3 days ago

Winnipeg, Canada Neo Financial Full time

At Neo, we empower people to get the most out of their money and time. We're a tech company reimagining everyday banking from the ground up to create rewarding experiences and build a community for all Canadians. We're looking for passionate go-getters who want to move fast and create a lasting impact.

The opportunity

Key Responsibilities:

- Prioritize, schedule, coordinate, and take ownership of all IT support work for the Winnipeg office.
- Provide support for incidents and service requests that require advanced troubleshooting and understanding of the technical environment.
- Analyze and identify opportunities to eliminate common incidents & service requests and enhance the customer experience through process improvement.
- Constantly look for and implement cost-saving opportunities.
- Create a positive customer support experience and build strong relationships through communication, problem-understanding, and timely resolutions.
- Strategically improving our IT Infrastructure to proactively ensure that problems are dealt with before they happen.
- Document and maintain the team’s standard operating procedures to ensure consistent, efficient, and accurate resolution of common incidents and service requests.
- Work with other team members to provide coaching, answer questions, and ensure quality.
- Overseeing/Ordering new software licenses and hardware.

Your Profile & Experience:

- Experience leading a helpdesk or other IT support team is desired
- Be hands-on and assist with tickets and other tasks
- Excellent communication skills
- Specialist in end-user support, with advanced knowledge of end-user tools and the technology available to continually make improvements.
- Operating systems:

- Windows, Mac OS, and ChromeOS
- Applications:

- Google Workspace, Atlassian products (Jira), Slack, Amazon Connect, Okta, One Password, IVR systems, VPN systems, general SaaS knowledge
- Computer networking and hardware knowledge
- Troubleshooting wifi
- Installing access points and switches
- Running cabling
- Ability to thrive in a fast-paced, ambiguous IT environment
- Self-motivated with strong analytical problem-solving skills, root cause analysis of complex issues and putting fixes in place to prevent future occurrence
- Confident with project management and capable to handle multiple projects with shifting priorities and timelines
- Works independently, identifies innovative solutions, receives mínimal guidance
- Takes on tasks from manager/senior stakeholders and completes them in a timely fashion, whilst communicating effectively.
- Manage knowledge within the team - creating/updating documentation and running knowledge workshops.
- Ability to manage teams workload effectively and help to balance resources when required
- Provide encouragement to team members, including communicating team goals and identifying areas for new training and skill checks.

What it’s like to work with us:
At Neo, you’ll be working with industry-leading technology that changes the way we live and realize a better financial future. It’s a serious deal, but that doesn’t mean we don’t know a thing or two about having fun. Our entrepreneurial environment gets our adrenaline pumping and beats the regular 9-5 job. We’re in it together, always. Gain hands-on experience and be part of the future.

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