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Team Lead, Deskside Support

4 months ago

Toronto, Canada Aecon Full time

Come Build Your Career at Aecon

As a Canadian leader in infrastructure development, Aecon is and building what matters for future generations to thrive We lead some of the most impactful infrastructure of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build, connect, power, and strengthen our communities.

At Aecon, you can count on:

Safety Always. Our number one core value. If we can’t do it safely, we don’t do it at all. Integrity. We lead by example, with humility and courage. Accountability. We’re passionate about delivering on our commitments. Inclusion. We provide equitable opportunities for everyone.

We lead the infrastructure industry with purpose, and our are at the heart of everything we do. So, we invest in our people, just like they invest in us

At Aecon we:

Ensure you and your family receive the services needed to support your mental, emotional, and physical well-being. Believe in helping you build your career through our Aecon University and Leadership Programs. Are committed to supporting and investing in inclusive work environments, through initiatives like Equity, Diversity & Inclusion training, our Aecon Women in Trades and Aecon Diversity in Trades programs , and our Employee Resource Groups (ERGs) to ensure we are building inclusion into every aspect of our culture at Aecon. Are a leader in sustainable construction . With a strong commitment to operating responsibly by minimizing our impact on the environment and surrounding communities.

Our business success relies on strong execution and continuous improvement – driven by the diversity, expertise and teamwork of our people. We’re always searching the globe for innovative, collaborative minds to join our best-in-class Aecon community

What is the Opportunity

Reporting to the Senior Manager, Operations, the Deskside Support, Team Lead role will be responsible to lead a team of Deskside Support Specialists supporting multiple geographic locations within Canada. The Deskside Support, Team Lead will provide training and coaching to staff, ensure that business end users are receiving the highest quality of customer service and technical support, ensure adherence to defined Service Level Agreements through reporting and KPI tracking and be responsible for inventory and deployment of critical hardware and accessories. This includes the responsibility of coordinating all procedures related to identification, prioritization, and resolution of Level 2 and in person support Incidents and request fulfillment. Inclusive to this role is the day-to-day monitoring, tracking and coordination of all Deskside Support functions.

What You Will Do

Key resource to Deskside Support team members to provide for guidance, evaluation, and prioritization of support requests from assistance from end users experiencing problems with hardware, software, networking, and information services related requests.  Lead for all new technology deployments within core and remote offices Assess and delegate workload appropriately across the team Follow policies and procedures for maintenance and enhancement of ITSM as it relates to support Enforce processes around major Incident and service request handling  Provide hands-on Deskside Support to end users, including concierge support for Executives as needed  Availability to handle escalations, major incidents and critical support issues when they occur after hours  Responsible for managing after-hours projects and support required of Deskside Support team as needed Track and analyze trends in Deskside Support requests and incidents and generate statistical reports Report statistics and KPIs to manager and present at team meetings Liaise and communicate with Business/IS staff and stakeholders for all on-going issues, queries, and statuses Track and ensure inventory levels of laptops, accessories and other key hardware for all locations Collaborate on IS department and Business projects when necessary mplement process enhancements and changes as it relates to Deskside Support and meet specific targets/key performance indicators while maintaining a high level of customer service Work in collaboration with the Service Desk Team Lead to ensure proper handoff and team work between Level 1 Service Desk and Level 2 Deskside Support teams Collaborate with other departments to ensure that IS exceeds all Service Level objective Supervisory Responsibilities Lead, coach and train Deskside Support Specialists on processes, procedures and day-to-day including 1 on 1 coaching sessions 


What You Bring to The Team

Customer service oriented with strong interpersonal skills Excellent verbal and written communication skills to business end users Experience with supervising a support team Experience with and training on multiple technologies including (but not limited to) Microsoft, HP printers, and Cisco technologies Ability to work under strict deadlines Ability to analyze and troubleshoot complex technical issues Knowledge of Microsoft Operating Systems (Windows 10, Windows 11) Knowledge of AWS and cloud technologies is an asset  Knowledge of SAP and Fiori platforms is an asset Experience supporting Microsoft applications such as Microsoft 365 Administration, Microsoft Office suite, Microsoft Teams and others  Experience supporting enterprise ERP and collaboration applications such as SAP and SharePoint Broad technical knowledge and experience in supporting laptop hardware, meeting room technologies and software configuration Strong understanding of policies and procedures as it relates to Information Technology, ITIL certification is an asset Ability to work well in a team environment


EXTENT OF PUBLIC CONTACT

Deals with visitors and employees in person and via phone  Communicates with supervisor to resolve issues as they arise Communicates and collaborates with co-workers daily to resolve issues

PHYSICAL DEMANDS 

Must possess mobility to work in a standard office setting and to use standard office equipment Some travel required to other offices and job site locations Ability to sit for extended periods of time  Ability to work at least eight hours per day Ability to lift and carry computer systems and peripherals