Service Delivery Manager

Are you looking for an awesome place to work, with great people, and better clients?

Alt-Tech Inc is a Sherwood Park based IT Consulting Company that has been responsible for the design, installation and support of computer systems and networks for the past 16 years in the greater Capital Region. Our team of professional IT consultants and network analysts offer a wide range of small, medium, and large business computer support services to service your business like no other. Our goal, is to provide proper system and infrastructure designs to our customers that will ensure reliability and high system performance with ease of supportability and use.

Our corporate culture is second to none, and we take pride in our key value of Family. Being part of the Alt-Tech family is more than a word, it is core to how we treat each other and our clients. If you are looking for a place that will let you get experience working with a wide range of technologies, this is the place for you

We are currently recruiting for a Support Team Lead for our Sherwood Park, Alberta location. Alt-Tech Inc. Offers:

- Competitive wage and Benefits package
- FUN, dynamic, and flexible work environment
- Personalized training plans
- A fantastic team
- Ability to work with new technologies and services
- and more

Job Duties:

- Leading and mentoring Support Teams
- Performing staff review
- Communicating and ensuring accountability to new procedures, policies and goals
- Monitoring queue levels and ensuring tickets are being resolved in timely fashions
- Working effectively with support and infrastructure teams to increase profitability, productivity and client experiences
- Ability to develop and monitor KPI's
- Documentation and refining workflows
- Assist with support escalation tickets
- Providing software and hardware support for Alt-Tech clients, both remotely and on-site in the greater Edmonton Area for escalations from desktop support
- Provide user training, tools, and related documentation
- Working with vendors to troubleshoot and resolve advanced issues
- Occasional travel required in the greater Edmonton area

Preferred Skills/Qualifications:

- Positive can-do attitude, hardworking, willingness to learn
- Able to work efficiently as part of a team as well as independently
- Previous experience in a leadership or management role, preferable in the IT industry
- Must be able to communicate fluently in written and spoken English
- Experience with the following Microsoft products:

- Windows 10/11
- Server 2012/2016/2019
- Active Directory, DNS, DHCP
- Microsoft Office: 2013/2016/2019/o365
- Excellent analytical and problem-solving skills
- Experience troubleshooting computer hardware, software, and mobile devices

Desired
- Be able to work in a fast-paced office environment
- Experience working with companies of different sizes and industries
- Experience coming up with creative solutions to difficult issues
- Experience with Datto equipment
- Experience with Lenovo PC hardware
- A proven track record of increasing responsibility over the course of your career
- Server and networking technical support experience
- Experience administrating a network and firewalls (VLAN’s, VPN’s, Trunking, Rules Management, etc.)
- Experience with backup infrastructure technologies
- Experience administering virtualization technologies like Hyper-V and VMware
- Experience with clustered server environments

Education / Experience:

- 5+ years of Tier 2 IT Support experience
- 3+ years of leadership or management experience
- Post-secondary related diploma or degree in Computer Technology or related discipline preferred. A combination of experience and education would be considered.

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Licence/Certification:

- Class 5 license
- 3+ years of vehicle insurance