Job Description

The Support Team Lead is responsible for coordinating and overseeing the daily performance of the technical support team as well as participating as an active member of the service delivery team. You must work and communicate well with others, think strategically, have a friendly disposition, utilize strong problem-solving capabilities, and maintain technical aptitude.

This position will collaborate with Stratomer’s business and customer service teams to deliver exceptional support to the client and is expected to lead by example, maintain ticket queues, build reports, handle escalations, and help with ad hoc projects, and training. This position is an advocate in the overall culture, vision and values of Stratomer. The Support Team Lead reports to the Technical Services Manager.

At Stratomer we aim to maintain a great work environment that embraces work-life balance, creates opportunities for growth, and takes pride in our client relationships.

Responsibilities

Provide energetic leadership, overseeing the day-to-day operations of the Technical Support Team
Drive team performance and customer satisfaction through excellence and professionalism
Collaborate with managers on oversight, direction, coaching, and training activities
Primary point of contact and coordination for technical escalations and on-site work
Review and evaluate outputs tracked in ticket system metrics, team SLAs, and workflows
Verify tickets are being addressed in a timely and professional manner
Promptly and professionally work to resolve a variety of technical and personnel issues
Actively monitor ticket queues and team performance, reporting on metrics and issues
Assist in the evaluation and monitoring of the team KPIs and report on results
Assist with the mentorship and coaching of support staff
Assist with the creation, implementation, management, & standardization of processes
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
Work to create any relevant support material for the team
Review all technical support related processes and documentation for continuous improvement
Assist in the creation and implementation of customer self-service material and tools
Participation in Stratomer’s rotating on-call system
Strive to meet the requirements of the role’s Performance Metrics
Willingness to work flexible hours when required to meet service and project timelines
Continue to pursue and maintain industry recognized training and certifications where required

Personal Skills

Excellent verbal and written communication skills in English
Strong leadership, interpersonal, and conflict management skills
Ability to rapidly learn new technologies and calmly adapt to change
Respectful team-focused individual with compassion for clients’ needs
Motivated self-starter with a passion for learning
An organized individual with fantastic attention to detail

Role Requirements

5+ years IT Help Desk Support Experience in a multi-client environment (MSP)
3+ years providing technical escalation support
2+ years working as a Support Team Lead or Helpdesk Supervisor
2+ years working with ticketing system reporting and trend analysis
Understanding of commonly used business line applications (E.g. Sage, QuickBooks, SQL, Azure, webhosting, etc.)
A reliable vehicle & unhindered driver’s license
Have & maintain the ability to perform physical work (The job can entail working in tight spaces & lifting/carrying objects weighing up to 50lbs)
Technical Experience with: Windows Server & Desktops; Exchange - local & online; Backup technologies; Virtualization technologies; Hardware troubleshooting; Commercial Antivirus Products; Firewall Management; Microsoft Office; Remote Management
Canadian Citizen residing in Canada

Assets

A post-secondary degree, diploma, or certificate in relevant field
Experience with scripting and automation tools
Field and/or data center technician experience
Advanced understanding of commonly used business line applications (E.g. Sage, QuickBooks, SQL, Azure, webhosting, etc.)
Professionally recognized technical certifications (E.g. ITIL Foundations)
Managing and supporting cloud services and virtualization technologies
Telecommunications and video surveillance systems experience
Language: French (Professional level/bilingual competency)
Technical Experience with: Microsoft Azure; Routing & Switching; Wireless Networking; Network Security; Unified Communications; Infosec/cybersecurity evaluations and remediation, etc.)

Compensation & Benefits

Competitive salary
Compensation for participation in afterhours on-call rotation
Performance bonuses and afterhours pay may be available
Health & dental benefits package available
Educational opportunities to increase your skill set
Company supplied phone
Opportunities for partial work from home scheduling
Paid vacation

Other Documentation & Conditions for Employment

Additional employment documents required for the successful candidate include, but are not limited to, a police background check, drivers abstract, and driver’s license verification.

Job Types: Full-time, Permanent

Salary: $55,000.00-$75,000.00 per year

Benefits:

Dental care
Disability insurance
Extended health care
Life insurance
Paid time off
Tuition reimbursement
Vision care
Work from home

Schedule:

Day shift
On call
Overtime
Weekend availability

Supplemental pay types:

Overtime pay

Application question(s):

Are you a Canadian Citizen currently residing in Canada?

Experience:

Managed Service Provider (MSP) company: 3 years (required)
Team Lead, Supervisory, or Management: 2 years (required)
technical escalation: 3 years (required)

Stratomer IT Services

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