Team Lead, Tower Support

5 days ago

Dartmouth, Nova Scotia, Canada J.D. Irving Full time $60,000 - $100,000 per year
Description

As the most modern shipyard in North America, Irving Shipyard is defined by its pace and appetite for change. This will mean jumping right in, taking ownership, and leading the charge even if the way forward isn't always clear.  If you're naturally curious, motivated by a fast-moving environment and looking to drive new solutions this is an opportunity for you. Discover, synthesize, and analyze information from a variety of sources within JDI enterprise.

The Team Lead – Tower Support is responsible for delivering high-quality Tier 2 technical support to JDI owners, management, and end users within the assigned office tower. This role ensures that business activities are completed efficiently and effectively with minimal disruption. The Team Lead will manage daily operations, set team goals, and foster strong relationships with key stakeholders while maintaining superior customer service standards.

This position requires full-time on-site presence. 

All successful applicants must meet requirements for Canadian Controlled Goods Program (CGP), Canadian Government Security clearance, and U.S. International Traffic in Arms Regulations (ITAR).

Responsibilities
  • Prioritize and assign work intake and escalations.
  • Communicate with BSG leaders to understand priorities and share risks or service concerns.
  • Lead the daily management process for your team.
  • Set performance and development goals that improve business outcomes and grow team capabilities.
  • Build relationships with key leaders and support staff in the Tower.
  • Own end-to-end resolution of customer incidents escalated from Tier 1.
  • Provide white-glove support for VIP users and owners.
  • Ensure video conference rooms are maintained and supportable.
  • Execute approved customer service requests.
  • Collaborate with PMO and RMO for maintenance and project planning.
  • Maintain accurate ticket updates and asset status in ServiceNow.
  • Mentor end users on effective technology use.
  • Manage telecommunications assets, both mobility and landline.
  • Promote a positive JDI IT brand through superior customer service.
Qualifications
  • Education: University Degree, College Diploma.
  • Experience: 5+ years in IT environments.
  • Certifications: Cisco Certified Network Associate or Microsoft Certified Systems Associate (possess or in progress).
  • Technical Skills: Strong knowledge of Windows 11 and Apple OS; analytical problem-solving; technology advocacy.
  • Core Competencies: Strategic influencer, trusted advisor, capability builder, change champion, innovator, and expert.

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