Service Desk Team Lead

Job title:

Service Desk Team Lead

Company

Konica Minolta Business Solutions (Canada) Ltd.

Job description

Overview:The Service Desk Team Lead is responsible for providing technical assistance to team members and clients, with system and network requests as well as, managing the activities and responsibilities of a team of Service Desk Analysts. Responsibilities:

• Supervise, mentor, and lead a team of Service Desk Analysts and Specialists including: shift scheduling, approving timesheets, ticket reviews, weekly team meetings, provide ongoing feedback, participating in quarterly and annual performance reviews
• Manage the development of the team by ensuring daily tasks and activities are in line with their career interests
• Assist with hiring and onboarding of new employees
• Ensure new employees are being trained on ITW standard policies and procedures
• Continually seek opportunities to increase client satisfaction and deepen client relationships including participation in ticket reviews, regular meetings and follow up on client satisfaction scores
• Responsible for all service related tickets including: escalations, high priority and complex issues
• Responsible for ensuring users are provided efficient and timely first and second level support on a 7×24 basis
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Assist with the creation of Infrastructure Reports
• Must be available on call, after hours to handle escalations as scheduled
• Identify areas for improvement and make constructive suggestions for change
• Assist with the onboarding of new clients
• Support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• IT support relating to issues with the internal systems and network infrastructure
• Support services for Microsoft related technologies including but not limited to Windows Server, Exchange, SQL, SharePoint, etc.
• Support services for virtualization technologies including but not limited to VMware, Citrix, and Microsoft.
• Remote access solution support including but not limited to VPN, Terminal Services, and Citrix
• As assigned, complete server patching and post patch testing
• Ensure accurate time sheet entries and submit as directed
• Participation in client user training, document creation, and feedback
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
• Follow all other processes and quality standards as directed Qualifications:

• College Diploma or equivalent
• 2-3 years of experience leading a team with a strong client focus
• Product knowledge with Citrix, HP, Dell, Cisco, Microsoft, VMware and Lenovo
• Proven experience working with ticketing system tools such as ConnectWise
• Current industry certifications including but not limited to Microsoft MCP, or MCSE, Citrix CCA, Cisco CCNA, or VMware VCP

OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS

• Ongoing commitment to professional development with leadership skills and industry certifications.
• Strong knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, communication (written and verbal) skills
• Ability to multi-task and adapt to changes quickly and meet deadlines
• Self-motivated with the ability to work in a fast-paced environment
• Ability to provide team with on-going coaching, mentorship and performance feedback
• Ability to liaise with clients, vendors and partners at all levels of the organization

#ITW#KM About Us:About Konica Minolta CanadaKonica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions (Canada) Ltd. is reshaping and revolutionizing the workplace to achieve true connectivity through the portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. Through its ongoing work, the company is fortunate to be continuously recognized for its products and services. This includes, but is not limited to being included on CRN’s MSP 500 list numerous times; named a finalist in the IT Software Category by The World Technology Awards; recognized as the by Brand Keys and presented with Keypoint Intelligence’s BLI 2021 A3 Line of The Year and BLI 2021-2023 Most Colour Consistent A3 Brand Awards for its .also continues to be a key driver for the company. As such, Konica Minolta Inc. has spent six years on the Global 100 Most Sustainable Corporations in the World . For more information, please visit and follow its accounts on , , , , and !Au sujet de Konica Minolta CanadaKonica Minolta a entamé son parcours il y a 150 ans, avec la volonté de voir et de faire les choses autrement. Elle innove pour le bien de la société et du monde entier. Et c’est toujours cet objectif qui l’anime, hier et aujourd’hui. Solutions d’affaires Konica Minolta (Canada) Ltée transforme et révolutionne les bureaux pour créer une véritable connectivité grâce aux solutions pour un . Parmi ses technologies d’affaires, on retrouve des services de TI, la gestion intelligente de l’information, des solutions de sécurité vidéo et des services d’impression gérés ainsi que des technologies de bureau et des solutions d’impression industrielle et commerciale. Par ses efforts soutenus, l’entreprise a la chance d’être continuellement reconnue pour la qualité de ses produits et services. Par exemple, elle a figuré de nombreuses fois au palmarès CRN des 500 fournisseurs de services gérés; a été finaliste dans la catégorie des logiciels de TI aux World Technology Awards; a été reconnue par Brand Keys comme la ; et a reçu les prix BLI « A3 Line of the Year » 2021 et « Most Colour Consistent A3 Brand » 2021-2023 de Keypoint Intelligence pour sa gammeLa reste un moteur important de l’entreprise. C’est pourquoi Konica Minolta Inc. figure pour une sixième année au des 100 sociétés les plus durables au monde. Pour en savoir plus, rendez-vous sur le et suivez l’entreprise sur , , , , et ! EOE Statement:Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.Solutions d’affaires Konica Minolta (Canada) Ltée. est un employeur d’opportunité égale.

Expected salary

Location

Mississauga, ON

Job date

Wed, 28 Aug 2024 07:25:20 GMT

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