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- Responsible for overseeing Helpdesk Team Leader's and related staff for the purposes of ensuring that helpdesk support and service levels are being met
- Assist the operational, support and management team to ensure all client receive the standard of service set out in the Company's Mission Statement and Company Policy Complete all management duties including performance reviews, review and assign work as directed, and conduct training and coaching to team members
- Assist the global helpdesk, system admin and network team members by answering questions and providing support with work as required
- Assist with maintaining, inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management and maintenance of endpoints, portable devices, servers, data center and facility pertaining to IT supported areas.
- Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded
- Responsible for leveraging operational data and metrics to monitor team effectiveness
- Manage end to end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes
- Maintain business driven SLAs for Global Helpdesk Functions and IT Ticket assignment, triage and response
- Liaison helpdesk mission critical discovered issues through system admin and network team, in addition to business for awareness of IT Service impacting issues, and trends
- Champion company core values and other company programs to engage and motivate our employees
- Other duties as assigned
Education
University Degree or equivalent
Post-Secondary education in a related IT field and certifications.
Strong technical knowledge of Computer, Network, Security, Hardware, Software and Virtual Environments. Able to analyze helpdesk process and procedures and recommend possible improvements
Able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies
Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.
Experience
Minimum 5 year experience in an Information Technology role within the Organization
Previous supervisory experience in managing team of 7+ members
Proven experience in IT infrastructure planning and development.
Certificates, Licenses, & Registration:
There are no personal certification, licensing, or registration requirements for this job
Reports to: Director, IT