Help Desk Team Lead

1 week ago

Richmond Hill, Canada MSP OPERATIONAL CORP Full time

MSP Corp powered by MBC is a trusted, responsive partner that delivers Delightful IT IT isn’t only our business, it’s our passion, and keeping our customers delighted is part of every call we take, ticket we solve, and network we deploy. It’s called Delightful IT and we guarantee it.

We are looking for a Help Desk Lead, who has experience working in Managed Services and Cloud Solutions supporting small and medium sized businesses.

This role involves working closely with our Operations Manager to ensure our help desk is providing a Delightful IT experience to our customers.
- **Richmond Hill office, hybrid role**

**Responsibilities**:

- Oversee day-to-day Help Desk team operations including ticket triage, troubleshooting, resolution, and call center operations
- Provide leadership and guidance to the Help Desk, including training for all new employees
- Ensure team is achieving SLAs and productivity goals including technician time tracking, ticket response time, call answer time, timely resolutions and/or escalations of support tickets
- Oversee scheduling of field technicians and maintain field technician calendars
- Oversee and maintain after hours on call schedule
- Provide oversight and assistance when required for after hours on call technicians to ensure a smooth service delivery after hours
- Address client concerns/inquiries related to help desk procedures and service issues
- Handle all initial hierarchical escalations (technical and customer service related) - determine whether the issue needs to be escalated to the account manager (customer service issue), or Escalations team (technical issue) and work with the internal team members to ensure a smooth transfer.
- Provide direction and guidance to team members to reach technical resolutions
- Ensure alerts for monitored devices are actioned in a timely manner and with the appropriate response
- Ownership of our network monitoring dashboard throughout the business day operation
- Monitor tickets throughout the team to ensure clients are receiving feedback in an appropriate and professional manner
- Follow all current processes in place, and make suggestions for improvements
- Ensure customer satisfaction through follow up phone calls when needed
- Work with the Operations Manager to identify gaps in our service delivery and assist in creating structured documents, SOPs and Process Documents to organize, refine and solidify our service delivery
- Performing other duties as assigned

**Experience**:

- Highly organized and excellent time management and leadership skills
- High degree of technical knowledge and the ability to guide team members to technical resolutions
- ** Operating Systems**: Extensive experience with Windows (7 to 11); Linux (All major versions)
- ** Cloud Environments and Services**: Azure Entra ID, Amazon S3, Google G-Suite, and on-premises/Azure synchronized environments.
- ** Microsoft Solutions**: On-premises Active Directory, Exchange Online, SharePoint Online, Teams (including the Teams phone system), SQL Server, Exchange Server, and SharePoint Server.
- ** Virtualization and Storage**: VMWare, Hyper-V, servers, SANs (Storage Area Networks), and NAS (Network-Attached Storage).
- ** Networks and Security**: Cisco Enterprise Wireless, Cisco routing and switching, SonicWALL, and Fortinet Fortigate firewalls.

**Application Process**: If you are interested in this incredible career opportunity, please submit your updated CV. Thank you for your interest.

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