Oversee a team of technical analysts who work on all aspects of end user device management and support including technology selection & purchase, configuration, upgrades, Tiers 1 & 2 support, and vendor/contract management. Ensure consistent, cost-effective, quality support of all company endpoints and services.

The successful candidate is a curious and ambitious technology enthusiast who has effective communication, multitasking skills, articulation, and attention to detail. They are a process oriented, customer focused individual who enjoys collaborative teamwork, complex problem solving, and have a love for desktop computing technologies.

What you will do:

• 
  Alongside the manager, establish enterprise IT Service Management and end user support best practices, assisting other technology professionals within a campus of multiple ATS facilities
• Develop a Client Support playbook that will develop, lead and train process, policies, and standards for the Client Support teams
• Contribute and help lead CSI (Continued Service Improvement) of the build of self-help, level-0 support and automated helpdesk
• Oversee various ticket queues while ensuring the team is properly evaluating, prioritizing, and addressing tickets while maintaining the appropriate SLAs
• Lead key IT Client Support projects, implementations and initiatives such as Asset Management, hardware and software cost optimization, user onboard/offboard digitization and automation
• Act as lead for equipment refresh planning, vendor relationships, contract management; procure and maintain standards for all end user technologies
• Support and training for all end-user productivity technologies such as Microsoft365 applications and other collaboration & productivity tools
• Procurement, installation and preventative maintenance of TV, conferencing, AV equipment and meeting room technology solutions
• Remain current in ATS client technologies and IT industry trends and best practices
• Provide after-hour and weekend support as part of an “On-Call” rotation and travel to other ATS sites and training conferences as deemed necessary
• Act as a go-to for executive level staff support and events
• Perform other tasks as required

Education:

Post-secondary technology program diploma, or equivalent, specializing in business administration, desktop engineering/support, networking, or information systems

Industry Standard certifications: CompTIA A+, Server+, Network+, MCSE, CCNA, ITIL would be an asset

Experience:

• 
  1-2 years overseeing a Service Desk, Desktop Support or End User Services related team
• Expert knowledge of and experience with ITIL IT Service Management processes specific to working within Incident, Problem, Change, SLM, and Service Desk competencies using ticketing systems such as Jira, ServiceNow, etc.
• Expert knowledge of enterprise IT Service Management service systems, with particular emphasis on call management, analytics, performance management, escalations, and process integration
• Excellent interpersonal and communication skills with ability to interact confidently at all organizational levels
• Handle critical and sensitive information with the strictest confidentiality and privacy
• Strong analytical, problem-solving, troubleshooting, and critical thinking skills
• Detail oriented and strong organization skills
• Technical Competencies
  • Microsoft 365 technologies and Azure
  • Desktop engineering technologies such as Intune, MS Endpoint Manager/SCCM
  • Active Directory, Office applications, Exchange/E-mail
  • Windows OS environments and virtual desktop infrastructure
  • PC hardware (memory, CPU, power supply, graphics), and mobile device (iOS/iPhone)
  • AV, conferencing systems and communication technologies
  • Print/photocopier
  • Network communications knowledge with switches, routers, TCP/IP, wireless, DNS/DHCP