IT Team Leader

Job title: IT Team Leader

Company: TalentVault

Job description: IT Team Leader (Toronto)

About the Role

The Information Technology Team Lead will work closely with the GIOM (Group Infrastructure & Operations Manager) to assist with the implementation of a best in class IT infrastructure.

The role will have responsibility for supervising day-to-day Canadian Service Desk operations in conjunction with guidance from the UK IT team, and work with the support staff to sustain IT services availability, excellent customer service and promote a continuous improvement culture. The Team Leader will also work closely with the GIOM to plan and execute IT projects.

Main Responsibilities:

• Responsible for the daily activities of the Service Desk, providing support and training to team members along with allocation of work to team members and ensuring that work is completed within agreed timescales
• Assist support staff to deliver first-class IT Service Desk to the firm
• Promote service excellence through regular call and ticket quality review, with guidance and oversight provided by the UK IT team
• Maintain a culture of continuous improvement around processes, tools, standards, and overall performance of the Service Desk
• Provide assistance to team members through on the job support and performance evaluations
• Manage and track hardware requirements ensuring that the asset inventory for all offices and properties across Canada is updated and maintained
• Work to automate processes, develop reports, and implement ITIL best practices related to Service Desk/Helpdesk operations
• Support voice systems
• Provide senior technical support for incoming queries from both internal customers and external clients
• Liaise with external IT Vendors
• Work with the GIOM to plan and manage special projects as required and ensure adherence to long term technological strategy
• Work closely with the GIOM to direct, implement, and maintain industry compliant IT infrastructure with robust internal controls
• Possible travel to and work from other offices in Canada

Technical Knowledge, qualifications and experience required:

• A minimum of 5 years’ experience providing IT support in a professional services environment, where a high level of customer service and technical expertise is required
• A minimum of 3 years experience as IT Team lead.
• Minimum of 2 years of experience Office 365 & Azure Administration (Exchange, Teams, SharePoint, etc.)
• Advanced skills in Outlook and MS Office
• A basic knowledge of iManage Worksite/Filesite
• Extensive knowledge of Microsoft Solutions, which includes Windows Server platforms from 2008 to 2016
• Knowledge of endpoint security, application security and encryption technologies
• Knowledge and experience of General PowerShell Commands (AD, Exchange, etc)
• Strong networking skills eg TCP/IP, DNS, DHCP and VPN
• Working knowledge of VMware virtualisation 6.x – managing a virtual server estate, fault diagnosis, creating VMs, VM templates, virtual networking and security, VM backup/snapshot and recovery, VMware patching and maintenance activities

Candidates will also be able to demonstrate:

• First class customer facing skills and a professional approach
• Excellent communication skills – both written and verbal
• Prior experience of, and the ability to liaise effectively with senior management representatives when required
• The ability to work in a high-pressure environment, prioritising tasks and managing time efficiently
• Excellent attention to detail
• Excellent analytical and troubleshooting skills
• A pro-active and self-motivated attitude
• The ability to work both independently, and as part of a team
• A flexible and positive approach with a willingness to develop solid working relationships with the UK IT team
• Able to use initiative to develop and learn new skills and keep up to date with new developments in the IT industry.

Expected salary:

Location: Toronto, ON

Job date: Thu, 21 Jan 2021 23:58:20 GMT