Team Lead, Technical Support

College Markham Seneca College of Applied Arts and Technology

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Title Team Lead, Technical Support
Job ID 18A-1025
Campus/Site Newnham Campus
Job Classification Administrative
Job Type Full Time
Position Overview Reporting into the Manager Technical Support & Interactive Technology, the Team Lead, Technical support leads the efforts to support client needs requested through tickets and projects. The supervisor ensures that interactive communications with the Service Desk, Service Delivery Technical support staff and their clientele is thorough and consistent.
Responsibilities Operations
•Reviews tickets assigned to the technical support team and investigates delays to determine possible solutions. Facilitates post-mortem reviews of closed tickets with the team to discuss the direction taken to resolution and identify improvement opportunities.
•Leads and coordinates projects, such as upgrades and deployments of new workstations, including hardware and software across the College to ensure they are fully operational.
•Manages workloads, makes sure tickets are evenly distributed and, in some cases, assigns a key resource that has a specific skillset.
•Ensures team issues are effectively handled and escalated for a quick resolution.

•Contributes into the operational plans for the following fiscal year by recommending capital and operational asks, including training, service expansion, recommending purchases, and contributing to hiring and resource planning.
•Works with staff, manager and key clients to actively review current procedures, policies and confirm that items continue to apply. Identifies and recommends changes and new procedures/ policies.
•Works with manager to define service performance measures and maintains, communicates and tracks these levels with staff.
•Meets with ITS peers to review ITS projects and activities and presents workload activities to peers to determine possible improvements.
•Works with the manager to evaluate Technical Support performance from the end client’s point of view. Identifies client issues and future needs and recommends an action plan for support and approval to execute through manager.
•Works with other colleges and industries with same or similar organizational setup to develop open dialog to learn common issues, improvement opportunities and industry trends.

•Ensures that equipment (hardware / software) is operating within required lifecycle and regular services are executed to ensure continued proper operation.
•Coordinates assets and equipment inventory database is up to date.
•Participates in the onboarding process and approves team resource requests.
•Tracks expenses, applies defined policies and procedures, and tracking of projects.
•Builds and maintains relationships with external vendors.
Qualifications Education
•Completed three (3) year college diploma or university degree in Computer Science or related discipline. If education is in a related field of study, state how it is relevant.
•Minimum seven (7) years of related, progressive work experience including practical experience in leading, coordinating and being accountable for large scale projects with the ability to provide technical guidance and assist in the design/development of the IT strategy or annual operational plan.

•Strong supervisory/leadership skills to supervise Information and Information Technology professionals combined with well-developed problem solving, project management and coordination skills to plan concurrent activities.
•Demonstrated ability to prepare technical documentation and conduct staff training.
•Knowledge of accepted college practices and standards, including knowledge of organizational structures, overall goals, intent, and focus of relevant policies affecting the division/college.
•Thorough knowledge of computer systems and operating systems including the most current and upcoming hardware and software technologies relevant to education.
•Knowledge of currently used best practices and standards (e.g. ITIL, COBIT, Six Sigma, Coaching and team building support staff) in multi-locations.
•Strong analytical, interpersonal, negotiation and conflict resolution skills.

•A valid Ontario Driver’s License and access to a reliable vehicle are required for travel between campuses.
•A skills assessment test may be administered during the recruitment process.
Required Date ASAP
Posting Date July 6, 2018
Closing Date Posted until filled
To Apply
Click on “Apply Now” below.  Applications must be submitted online by the closing date and must include a covering letter and resume (as one document) in Word or pdf format. 
Note: A skills assessment may be administered and proof of degrees, credentials or equivalencies from accredited regional or federal post secondary institutions and/or their international equivalents will be required at the time of interview.
Seneca College is committed to diversity and encourages applications from qualified candidates, especially aboriginal persons, members of sexual minority groups, visible minorities, women and persons with disabilities. Upon request by the applicant, accommodation will be provided in all parts of the hiring process.

All qualified candidates are encouraged to apply, however Canadians and permanent residents will be given priority.

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