Service Desk IT Lead/Manager

2 weeks ago

Richmond, British Columbia, Canada Synapsis Full time $60,000 - $80,000 per year

Synapsis is a growing customer-focused professional service company, providing exceptional computer and network support. We are seeking a dedicated and experienced 
Service Desk Team Leader / Manager

to oversee our technical support team. This role is crucial in ensuring the delivery of high-quality IT services and support to our organization. The ideal candidate will possess strong leadership skills, a solid technical background, and a commitment to enhancing service delivery through effective management of resources and processes.

Job details

Location:
2633 Viking Way suite 138, Richmond, BC, V6V 3B6

Workplace information: On site

Salary:
55,000 annually / 40 hours per Week

Benefits:
Health and Wellness Spending Account

Terms of employment:
Permanent employment, Full time

Starts as soon as possible

Vacancies:
1 vacancy

Required Qualifications & Skills

Languages:
English

Education:
College or University Degree in a relevant field (Computer Science, Networking, Computer Engineer, Information Technology) or equivalent work experience.

Experience:
2 to 3 years of experience in IT support, Leadership Roles or an IT services environment, such as Managed Service Provider (MSP)

Technical Expertise:
Proficient knowledge of desktop computers, server, software (Microsoft 365, Datto, IT Glue, Autotask, EZP etc.), networking and cloud services. Strong knowledge of IT service Management (ITIL). Strong knowledge of cybersecurity practices, data privacy regulations, and IT asset management systems. Proficiency in composing and analyzing end-user and technical documentation.

Soft Skills:
Strong communication, customer service, problem-solving skills essential for interacting both clients and the support team. Self-motivated, independent worker with the drive to lead projects to completion and mentor team members. Tactful, good judgment, and an ability to work collaboratively with teams from all departments.

Responsibilities

Team Management:
Manage, coach and Supervise the IT team, including setting work priorities, contributing to mentoring and performance evaluations to ensure effective and efficient service delivery.

Customer Satisfaction:
Act as the "face of IT" to clients, providing a professional, courteous and responsive support experience. Focusing on delivering exceptional customer service and ensuring users' technical needs are met effectively.

Service Operations:
Oversee the daily operations of the service desk, including ticket assignment, prioritization, troubleshooting and overseeing the help desk process and analyzing trends to improve efficiency.

Issue Resolution:
Ensure timely and effective resolution of technical issues by managing the support workflow and providing guidance on complex problems. Troubleshoot complex problems, document solutions, and coordinate with other techs to resolve issues.

Process Improvement:
Champion and implement strategies for improving service efficiency and client satisfaction.

Additional Information:

Transportation/travel information

· Own transportation

· Valid driver's licence

· Willing to travel

How to apply

Kindly submit an updated resume and cover letter by email to

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