Search Jobs

Helpdesk Services and Support Manager (Closed)

About the Company

Our client’s very busy office in downtown Toronto is seeking a Full Time Service Desk Team Lead to join their growing team. 

About the Opportunity

• Leading a team of 2-4 analysts which provides Tier 1 and 2 Help Desk support to the organization
• Manage incidents, service requests and escalations via the organizations ticketing system and Service Management Tool
• Follow up on outstanding incidents and escalations to ensure timely and effective resolution
• Adhere to defined IT Service Management processes (change, incident, problem and service request) and operates within defined service levels
• Participate in on-call rotation and is expected to respond within the service level targets
• Assists with centralized systems deployment and IT asset management
• Ability to troubleshoot and resolve issues related to Desktop applications, SaaS applications and basic network connectivity
• Ability to effectively function in a fast-paced, mission critical technology support environment
• Very proficient in the installation, use, and support of Windows and cloud-based applications
• Ability to establish and maintain positive, effective working relationships with users, co-workers and vendors

About You

• Bachelors’ degree or college diploma in information systems support or related field
• Strong support knowledge of Windows 10, Exchange/Outlook, O365 Suite, OKTA, VPN, SaaS based applications and iOS and mobile devices, Azure, ADDS
• Experience supporting both onsite and remote users will be critical
• Experience leading small support teams - understanding service desk KPIs, reporting, etc
• Understanding of ITIL
• Experience managing Active Directory accounts, groups, OUs, GPOs etc
• Experience successfully managing multiple technology-related tasks and/or projects
• Expertise in the deployment and support of enterprise backup and recovery strategies and virtual desktop infrastructure
• Understanding of basic networking concepts including routing, subnets and firewalls
• Great customer service skills with an ability to demonstrate empathy
• Excellent communication problem-solving skills
• This position will be on-site
• Potential for on call rotation is possible in this position

Salary

$80,000/year

How to Apply

Click the “Apply Now” button and follow the instructions to submit your resume. Please note that we only accept documents in MS Word or Rich Text formats. When referencing this job, quote #296465.

You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.