Technical Support Lead

We are seeking a Technical Support Lead to join our team in Winnipeg, MB or Toronto, ON

The Technical Support Lead will be responsible for the following:
Subject Matter Expert

• Provide technical knowledge to internal stakeholders regarding challenges faced by the HelpDesk team
• Provide and initiate solutions to escalated requests or priority requests
• Provide after-hours support/on-call support for priority users/issues.

Deployment

• Ensure proper inventory stock level assessment and initiate procurement as required across all businesses
• Create, maintain, and document software packaging for remote deployment, Gold Image for workstations, and central management of Windows updates on endpoints, across all businesses
• Ensure all endpoints are patched appropriately as it relates to Antivirus.

Mentoring

• Responsible for training, providing technical guidance, and ensuring processes are delivered to HelpDesk team members
• Ensure HelpDesk Ticketing system training documentation is provided to the team
• Support the achievement of service levels by HelpDesk team members for 1st and 2nd level support requests
• Review and monitor 1st and 2nd level HelpDesk tickets are being actioned appropriately
• Monitor ticketing system processes and report situations to leadership when process is contravened.:

• Responsible for ensuring HelpDesk governance principles are maintained and reporting situations to leadership where principles are not followed
• Leads by example and champions process, governance, and IT principles

Reporting

• Responsible for HelpDesk reporting across all businesses including updating accounting with most recent cost allocations
• Act as a liaison between HelpDesk and Systems to drive resolution for challenges
• Create, document, and maintain end user’s technical documentation and analyst onboarding documentation
• Responsible for updating and maintaining HelpDesk knowledge base documentation

Continuous Development

• Review, plan, and present process improvements as it relates to HelpDesk across all businesses to IT leadership team
• Responsible for understanding, documenting, and training new technologies as it relates to the HelpDesk.
• Create, document, and maintain collateral for new technologies implemented within the environment.
• Maintain, document, and administer all solutions as it relates to the HD. Ring Central, etc.
• Required to work on special project and initiatives.

To be successful as a Technical Support Lead with People Corporation, you will need:

• Demonstrate an understanding of the needs of the customer and focus on anticipating, meeting, and exceeding those needs.
• Demonstrate strength in planning and organizing the actions and priorities of others (and self), including managing and coordinating tasks, project plans according to approved principles and within agreed parameters.
• Use time and resources effectively to achieve desired results. Have determination in the face of obstacles to set and meet challenging targets and deliver the required results.
• Demonstrate a high level of accountability, reliability, adaptability, and innovation in accomplishing day to day work and long-term goals.
• Foster open communication, listen to others, and value all opinions.
• Act in a respectful manner to influence an outcome, impact, or effect.
• Readily share information, knowledge, and personal strengths.
• Seek to understand and build on differing perspectives of others to enhance team efficiency and quality outcomes.
• 5+ years of progressive experience of technical experience within a HelpDesk environment.
• Post secondary education degree + continued professional development required.
• Developed business acumen, excellence with analysis, and ability to translate data into insight.
• Proven track record of success, leading, developing and implementing business solutions requiring knowledge and understanding of the industry
• Exceptional interpersonal skills demonstrated by experience in building value add relationships with internal and external stakeholders.
• Demonstrated knowledge of Desk Side Support, Imaging, and ticketing tool administration.

What's in it for you:

• Learn by working alongside our experts
• Extended health care and dental benefits
• A retirement savings plan with company contributions
• A suite of Health & Wellness offerings
• Mental Health programs and support for you and your family
• Assistance for the completion of industry designations
• Competitive compensation

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.