Team Lead - Employee Technology Services
Toronto, Ontario
PointClickCare – Tech & Support Services /
Full-Time /
On-site
Reporting to the Sr. Manager, Employee Digital Experience, as a member of the Technology & Support Services Department, a successful candidate will be responsible for supervising, guiding, and instructing staff on the day-to-day operations of the Employee Technology Services team. Ensures stated services and efficiency goals are met. Serves as a high-level subject matter expert, providing authoritative guidance for professional staff and supporting PointClickCare’s user base, emphasizing activities and task prioritization. Close team and external departmental interaction and communications delivered with a high degree of customer service in a fast-paced workplace will be daily requirements.
Key Responsibilities
- Play a proactive role in creating and managing service levels to ensure that they meet the needs of the business and creating reports/dashboards to present to leadership and team members.
- Assist with Asset Management and regular inventory checks of items to ensure stock levels are appropriate.
- Monitor, moderate and create technical/process documents and regularly audit for adherence to these items including the maintenance of a knowledge database.
- Manage the queue and technically assist analysts and end-users when ticket volumes peak or additional expertise is required.
- Provide operational and technical leadership and mentoring members of the ETS Team.
Qualifications and Skills
- Minimum of 5yrs experience in a technical service desk role.
- 1-3 Years experience in developing and managing a team.
- Ability to effectively present information and respond to questions from management and business leaders.
- Experience in working within a helpdesk ticket management system.
- Experience in using and reporting in ServiceNOW.
- Experience developing self-serve and automated services utilizing Powershell, ServiceNOW or other tools.
- Multi-task and manage a variety of diverse (and sometimes conflicting) requests, priorities and activities.
- Professional certification in IT (e.g. ITIL, CompTIA A+, Microsoft) highly valued.
$90,000 - $102,000 a year
