LaSalle College Vancouver is part of the LCI Education Network which is present on 5 continents and has 23 post-secondary campuses and approximately 3,000 employees who support more than 17,000 students worldwide each year. From one country to the next, LCI Education favors the harmonization of its programs, which makes for greater flexibility, better control over the quality of its services, and deeper respect towards the various cultures it works with.
LaSalle College Vancouver offers a variety of design-based programs that respond to professional demands. Thanks to our reputation and continuous industry involvement, our experienced and dynamic teachers are passionate about providing world class instruction \xe2\x80\x93 both theoretical and practical \xe2\x80\x93 to our students.

IT Service Desk Team Lead


LaSalle College Vancouver is part of the LCI Education Network which is present on five continents and has 23 post-secondary campuses and approximately 3,000 employees who support more than 17,000 students worldwide each year. From one country to the next, LCI Education favors the harmonization of its programs, which makes for greater flexibility, better control over the quality of its services, and deeper respect towards the various cultures with which it works.



LaSalle College Vancouver offers a variety of design-based programs that respond to professional demands. Our experienced and dynamic teachers are passionate about providing world class instruction \xe2\x80\x93 both theoretical and practical \xe2\x80\x93 to our students.


Position Summary:


The ideal candidate profile for this position is someone who thrives in a dynamic, fast paced and changing environment; enjoys a challenge; possesses a strong customer service focus and a \xe2\x80\x9ccan do\xe2\x80\x9d attitude; and, instinctively knows who his or her target audience is and how to effectively \xe2\x80\x9cspeak\xe2\x80\x9d to that demographic.


Reporting to the IT Service Manager, the incumbent is responsible for supervising the members of the IT Technology Support Team and for coordinating the technology support, acquisition and implementation activities of LaSalle College Vancouver.


Key Job Responsibilities:

• Manage the daily IT operations of the campus and the IT Service Desk team
• Provide End-User support involving loT, and printers as well as office/classroom software and related equipment
• Troubleshoot hardware and software errors
• Escalate issues or requests to L3 and management team
• Maintain campus IT daily operation support
• Work in collaboration with the Global team for onsite hardware support
• Assist IT Service Manager to develop and maintain SLA and KPI and provide detailed reports
• Other duties/responsibilities as needed.
  

Key Relationships:

• President, LaSalle College Vancouver
• Members of the College Leadership Team, LaSalle College Vancouver
• IT Service Manager
• Key Managers
• Employees and students of LaSalle College Vancouver
  

Job Requirements:


Knowledge/Education:

• Bachelor\'s degree in a computer related field, relevant experience taken into consideration
• 2 or more years as an IT Service Desk team lead
• At least two year\xe2\x80\x99s experience in System and network administration
• Experience with ITSM tools and different software, such as ServiceNow, Jira, Octopus, remote access, knowledge based, mass deployment software
• Administration of Microsoft Windows Server and Microsoft 365
• Experience in administration Microsoft Suite
• Experience in Desktop support of both a Windows and Mac environment

• In-depth knowledge of hardware and software
• Up-to-date knowledge of the latest IT and software trends
  

Skills:

• Superior organizational and prioritization skills
• Excellent oral and written communication and presentation skills
• Strong interpersonal skills with a range of populations
• Effective team and partnering skills
  

Abilities and Attributes:

• Work collaboratively
• Plan, coordinate and execute the related workload
• Relationship builder with the flexibility and finesse to manage by influence
• Analyze data and trends
• Understand the importance of confidentiality and demonstrate that proven ability in everything he/she does
• Flex his/her personality when interacting with a wide variety of internal and external stakeholders
• Team player with a positive attitude and a strong work ethic
• High level of professionalism, diplomacy and tact
• Listen effectively and respond appropriately
• Work independently, and effectively, under pressure and with minimal supervision
• Adapt to changing assignments and juggle multiple, and sometimes competing, priorities
• Deal with ambiguity and successfully meet deadlines
• Lift monitors, desktops, towers, printers, and incoming boxes of computers and assorted technology up to 25 pounds
  

All employees at LaSalle College Vancouver are defined by key attributes which we value. These attributes are: action oriented, innovative/creative, resourceful, respects peoples\xe2\x80\x99 individuality and differences, engaging/effective communicator, committed to sharing knowledge and best practices, have a global perspective, embraces change, client/customer focused, and resilient.