Job Description:
The successful candidate will provide oversight of the Support Desk team responsible for 24 X 7 1st level system support and all Incident Management related processes. This position reports to the Manager, Technical Services & Support. Hours of work are Monday to Friday – 7.5 hours daily or as required. After hours support/on-call duties may be required
Duties and Responsibilities:
• Lead a team of analysts responsible for providing 24 X 7 1st level end-user and system support
• Own all Incident Management related processes, including the Incident Postmortem process and ensure that the Support Desk team adheres to predetermined Service Levels
• Perform trend analysis to highlight reoccurring incidents within the computing environment and work with the IT Team to take corrective action
• Ensure that Support Desk related reporting is accurately delivered in a timely fashion
• Assist in planning, documenting and implementing various support related initiatives
• Work with the IT Team to ensure a smooth support transition from the project implementation teams to the Technical Services & Support team
• Participate in the formal resource allocation processes to direct the efforts of team members
• Participate in business unit support committee meetings on a monthly basis
• Act as escalation point for 1st level related incidents
• Provide guidance to team members through performance evaluations and career development plans
• Willingness to become familiar with the corporate application, server, network and roadside infrastructure
• Communicate changes, fixes and processes to the user community
• Ensure management is updated on issues in a timely manner
• Additional tasks may be assigned as required
Direct Reports:
6 employees
- Location: GTA
- Compensation: TBD
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- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.