IT Helpdesk Team Lead

**Grafton Apparel believes everyone deserves to look great We fit your body, we fit your budget, we fit your style and we fit you with the confidence you get when you look and feel great**

We do this by: Working Hard, Making it easy, Keeping it real and Having fun

Grafton Apparel Ltd. is a Canadian company that has been in business for over 100 years and operates through its retail chains, Tip Top Tailors, George Richards & Mr. Big & Tall. Taking its strength from over a century of heritage, today Grafton Apparel remains committed to the retail clothing industry by responding to the ever-changing demands of the market. Not only do we understand the needs of our customers, but we also understand the needs of our people too We are truly committed to both our employees and our customers - a company that you will be proud to work for. Come join the team at Grafton Apparel where we are always looking for motivated, collaborative, and product-driven individuals who are passionate about fashion and looking to grow and develop within our company.

**What we can offer you**:

- _A hybrid work model that allows you to work a combination of days in the office and remotely._
- _A fun environment We like having a casual vibe while we take care of business._
- _Giving back is important to us. We support amazing charities by doing what we can to fundraise through events or just by helping._

As an **IT Helpdesk Team Lead**, you will be part of a technical support Help Desk team, supporting our stores, Home Office and IT Services. In this role, you will effectively support and coach IT Helpdesk team members to provide excellent service to our internal customers and supporting their 1st and 2nd-level technical issues, you will be a key part of ensuring great experiences in our stores and online. Reporting directly to the IT Manager, Operations, you will have the opportunity to build on your experience and implement solutions that support our service and results-driven culture.

**You will make an impact by**:

- Proactively identify and champion new ideas for the department, and company as a whole
- Ongoing analysis of IT Helpdesk team metrics and reporting to ensure agent performance targets are met
- Ensure the consistent and effective use of Zendesk by the IT Helpdesk team.
- Utilize trends and issue recurrence rates to identify opportunities for the development team to create long-term fixes, ultimately reducing the overall issue rate.
- Proactive Technical Troubleshooting and Technology Adoption: Demonstrates proficiency in systematically diagnosing and resolving technical issues reported by end-users while utilizing a proactive approach to stay updated with current technology trends.
- Exhibits strong problem-solving skills and the ability to troubleshoot hardware, software, and network problems, leveraging the latest technological advancements to efficiently and effectively provide optimal solutions, ensuring mínimal disruption and maximum efficiency in both store and home office settings.
- Guiding the user in a professional and courted manner while seeking to fully understand the issue from the user’s perspective.
- Troubleshooting and resolving complex software and hardware issues, partnering with peers or external vendor support as required
- Accurately recording, categorizing, prioritizing and monitoring the status and progress all issues to resolution using the ticketing system, ensuring SLAs are being met
- Keeping users informed on the status and progression of their issues
- Escalating incidents as necessary per escalation policies and SLA’s
- Performing daily, weekly and monthly operational and preventative maintenance tasks
- Providing support for hardware and software rollout projects including preparation of POS hardware and testing of various software solutions
- Collaborating with other Development teams to identify and resolve recurring issues and engage Management where necessary to escalate issues.
- Maintaining the inventory of company-owned hardware and installed software, managing software licensing and permissions, and systemic onboarding and offboarding of users.
- Documenting technical issues to build a knowledge base for future reference
- Staying up to date with system evolutions, in particular the ERP, POS, OMS, Shopify, SQL Database, and more.

**Your mindset and skills include**:

- Technically inclined, you are driven by a natural curiosity and keep up with technology changes
- Analytical - you enjoy problem solving and being empowered to make decisions
- You thrive in a fast-paced work environment where solutions are not always clearly defined
- You are all in, with a willingness and ability to work flexible hours and overtime when required
- As needed, you are willing to travel to retail sites to assist with system installation and configuration

**You have experience and education including**
- Post-secondary education in computer science or related fields
- 3-5 years’ e