Team Lead, Technical Analysts (Desktop)
Our clients expect the best and that is what we are looking for, so if you are that high quality individual who is professional in all aspects of your work, then Acrodex is interested in talking to you about joining our team of information technology professionals. You will be supported by an outstanding group of like-minded technology and business professionals who are known for their reputation, commitment to quality, delivery and uncompromised customer service. This is the reason why our clients rely on us as trusted advisors and it is through our client's recommendations that new business opportunities arise.
About the Company
Acrodex is a full spectrum, enterprise-wide technology solutions provider that has been in the IT business since 1984. We deliver end-to-end solutions: application innovations, systems integration services, hardware and software, and managed services including computer facilities management, application management and life cycle management services. With over 500 employees we deliver quality service from our office locations in Edmonton, Calgary, Toronto, Vancouver, Regina, Winnipeg and Fort McMurray. We offer a full benefits program which includes Life Insurance, Accidental Death and Dismemberment, Short and Long Term Disability, Extended HealthCare (including a Vision Care program), and Dental care.
General Accountability:
The Team Lead, Desktop reports to the Manager, Service Delivery. The Team Lead, Desktop is responsible for providing guidance and leadership to the team of Desktop Analysts. As the first point of escalation, this role will be responsible for managing, mentoring, feedback, and understanding/managing SLA Objectives within the team. This role will also be responsible for oversight of the Desktop Analysts team.
Specific Accountabilities:
Supervisory Level. Responsible for supervision of staff and projects in the troubleshooting, repair and installation/move/disposal/upgrading of computer equipment and other hardware. Duties may include:
1. Installation and configuration of approved and certified workstations/laptops and peripheral devices and/or components
2. Move Coordination requests for the move of printers, workstations and/or monitors
3. Disposal of equipment within client environment according to disposal process agreed to with client
4. Installations of approved and purchased software packages on user workstations
5. Installs necessary drivers for required component and tests its functionality
6. Performs routine equipment maintenance and upgrading tasks
7. Troubleshoot complex issues on computers, peripherals or telecommunication devices: phone support, remote tools or desk-side methods
8. Diagnoses system hardware, software, and operator problems; and recommends or performs remedial actions to correct issues based on knowledge of system operation.
9. Troubleshoot standard software, research errors as well as apply fixes and/or reinstall, as required
10. Network printing hardware services for approved and certified network printers within the client environment
11. Video conferencing hardware support
12. Accept and update work based on ticketing system
13. Ensure response in a timely fashion to trouble-tickets raised in queue for Desktop Service, within SLA, ensuring all trouble-tickets are addressed/resolved in a timely manner
14. Performs assignments independently with instructions as to the general results expected
15. Provides technical direction and assigns work to others who assist in IT activities
16. Leads, directs and trains team members on Information Technology (IT) processes and tools to support medium-sized projects of moderate complexity.
17. Provide a point of escalation and liaison with third party vendor and third line support teams as required
18. Performs work and makes informed decisions that require the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts, either in a technical lead or advisory capacity.
19. Identifies and assists with development of discipline and project standards
20. Provide service on customer sites
21. Responsible for monitoring and maintaining records and problem management database
22. Maintain and update team documentation
23. Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to our clients
24. Ensure SLA's are achieved and client expectations are met (or exceeded). Providing regular (weekly/monthly) management reporting of performance against SLA's and fault trend analysis to senior management
25. Apply Best Practices (ITIL), based methodology to Problem Management, Incident Management & Change Management disciplines
26. Participate and contribute to service improvement plans
27. To build relationships with vendors, ensuring all escalations are handled with vendors in a timely and effective manner
28. Provide coaching and encourage career development, growth and success for direct reports
29. Understands and demonstrates the willingness to promote Acrodex's vision and values
Qualifications (Education/Experience/Skills & Abilities)
1. IT related Certificate or Diploma from a recognized post-secondary institution preferred
2. Minimum 1-2 years supervision experience of projects and people
3. 5+ years related troubleshooting experience
4. Must possess A+ certification, another hardware/software related certification would be an asset
5. MCSE or MCP, PDI+ designation an asset
6. ITIL V3 Foundations certification required
Should you have interest and are qualified for this exciting opportunity, please submit your covering letter and Resume.
We thank you for your interest in this opportunity however, only applicants short-listed for interview will be contacted.
