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IT On-Site Support Lead

2 weeks ago

Toronto, Ontario, Canada WSP in Canada Full time $120,000 - $180,000 per year

Job Description
The Opportunity:
WSP wishes to be a leader in the quality of IT service offered to its employees by providing them a varied but unified support structure consisting of a remote service desk, a self-service portal, and an onsite support team whose main mission is to independently resolve IT needs directly in the workplace.

We are seeking an experienced On-site Support Lead who will steer on-site support staff in day-to-day operations for that geography. The successful applicant will be an effective and empathetic technology partner to the business, accountable for all aspects of onsite support as well as team management, performance, and development (30 staff approx.).

Why choose WSP?

  • We value and are committed to upholding a culture of inclusion and belonging
  • Our Flexible Work Policy – we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours. We will support you on and off the job so you can be fully present in both your work and home lives.
  • A Canadian success story - we're proud to wear the red and white of this beautiful country and show the world what Canada has to offer.
  • Enhance the world around you - from the environment to the highways, to the buildings and the terrain, WSP is the fabric of Canada.
  • Outstanding career opportunities - we're growing and pushing ourselves every day to be greater than yesterday - we're open to your ideas and trying new things.
  • A phenomenal collaborative culture and a workforce filled with genuinely good people who are doing humbly important work. Come find out for yourself what it's like to be a part of our journey.

We offer attractive pay, flexible work options, a great corporate culture, comprehensive and employee-focused benefits including virtual healthcare and a wellness platform as well as great savings programs, and a clear vision for the future.


WeAreWSP
What you can expect to do here:
Set specific and measurable onsite service standards, metrics, and best practices.

Evaluate skills and performances of functionally assigned onsite support employees, ensuring service standards, metrics, and best practices are measured and maintained.

Lead the onsite support staff in day-to-day operations, incident management, and requests fulfillment including access management, software installation, hardware maintenance, AV and print support, and project delivery onsite support.

Monitor ticket queues and assign tickets as required to ensure service level agreements are maintained.

Facilitate skills progression, engagement, mentorship, and career growth across functionally assigned onsite support employees.

Collaborate across IT functions to ensure the continuous improvement of onsite support.

Develop and manage the strategic relationship for assigned business area and leaders, monitoring IT service satisfaction and championing strategic needs to the wider IT team.

Manage escalations from executive staff with empathy, ensuring communicative response with timely resolution.

Other tasks as assigned.

What you'll bring to WSP:
10+ years' experience in enterprise-level IT management leading technical teams.

Bachelor's Degree in a related Technology field required

Team management skills; can collaborate remotely in a productive manner.

Exceptional customer service skills with proven ability to solve problems.

Task-oriented and organized, experience managing a ticket queue and ability to prioritize.

High degree of emotional intelligence, with proven ability to bridge business and technology.

Broad experience mentoring, coaching, and developing diverse technical talent.

History of championing technology changes in a business environment.

Proven work experience managing end-user services within the Engineering Services industry.

Willingness to travel domestically up to 25% of your time.

Bilingual proficiency in English and French is essential as the individual will regularly interact with English and French-speaking partners and users in Canada

What sets you apart:
A very strong desire to serve and help others.

A patient and empathetic listener

A creative problem-solver who owns employee resolution, even when working with others.

A marked interest and a great curiosity towards information technologies.

Able to communicate clearly, both orally and in writing.

Independently manage priorities and employee expectations.

5 years of specialization in IT support

About Us
WSP
is one of the world's leading professional services firms. Our purpose is to future proof our cities and environments.

We have over 65,000 team members across the globe. In Canada, our 12,000+ people are involved in everything from environmental remediation to urban planning, from engineering iconic buildings to designing sustainable transportation networks, from finding new ways to extract essential resources to developing renewable power sources for the future.

At
WSP
:

  • We value our people and our reputation
  • We are locally dedicated with international scale
  • We are future focused and challenge the status quo
  • We foster collaboration in everything we do
  • We have an empowering culture and hold ourselves accountable

Please Note:

Health and Safety is a core paramount value of WSP. Given the importance of keeping one another safe it is expected that you comply with our Health, Safety & Environment (HSE) policy at all times as well as client HSE policies when working at client locations.

Offers of employment for safety-sensitive positions involving fieldwork are contingent upon candidates being able to perform key physical tasks of the job as described in the job posting and interview. This may include the ability to work in a variety of environmental conditions, such as remote or isolated areas, working alone, and in inclement weather (within safe and reasonable limits).

WSP welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

WSP is committed to the principles of employment equity. Only the candidates selected will be contacted.

WSP does not accept unsolicited resumes from agencies. For more information please READ THE FULL POLICY.