Job Description

About the Company

Our client is a private family-owned company in the logistics space looking to hire a Servicedesk Lead.

About the Opportunity

This is a Lead role, 30-50% of the time this person will spend on actual support tickets involving desktop support (Microsoft stack) and AD/M365 support

The remaining part of the role will be managing 1 helpdesk analyst, establishing/maturing ITSM/ITIL processes for the organization, monitoring KPIs and making sure that the IT Support team functions in the best way possible

This Lead will report directly to the Director of IT

About You

Proven senior level experience in Level 2 helpdesk support \xe2\x80\x93 phone/email/chat/sms/remote-in with Windows 10/11, Printers, VOIP, Office 365, Networks and Active Directory

Understanding of ITIL/ITSM

Experience mentoring junior team members

Strong skills with ticket management systems (eg ServiceNow, ManageEngine, etc)

Eagerness to learn and progress, improve IT helpdesk processes/KPIs/etc

Very strong communication skills for helpdesk user facing duties, experience providing tech support to non-technical users, mobile users, remote users and VIPs

Ability to work in GTA West office 4 days per week

Bonus Items

ITIL or other certifications

ManageEngine ticketing system exposure

Experience in a service desk lead role

Salary Range

$90,000/year

How to Apply

Click the \xe2\x80\x9cApply Now\xe2\x80\x9d button and follow the instructions to submit your resume. Please know that we only accept documents in MS Word or Rich Text formats.

When referencing this job, quote # 382605

You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client\xe2\x80\x99s requirements for this role.

Vaco