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• Responsible for overseeing Helpdesk related staff for the purposes of ensuring that helpdesk support and service levels are being met
• Assist the operational, support and management team to ensure all client receive the standard of service set out in the Company’s Mission Statement and Company Policy Complete all management duties including performance reviews, review and assign work as directed, and conduct training and coaching to team members
• Assist the global helpdesk team members by answering questions and providing support with work as required
• Assist with maintaining, inventorying (asset management) of  IT Architecture consisting of telecom and IT cabling including deployment, management and maintenance of endpoints, portable devices, servers, data center and facility pertaining to IT supported areas.
• Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded
• Responsible for leveraging operational data and metrics to monitor team effectiveness
• Manage end to end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes
• Champion company core values and other company programs to engage and motivate our employees
• Provide timely updates on issue status and resolution
• Process Improvement: Work with the IT manager to Identify and implement process improvements to enhance the efficiency and effectiveness of the helpdesk operations
• Documentation: Ensure accurate and up-to-date documentation of all support activities, including troubleshooting steps, solutions, and knowledge base entries
• You will be the go-to person for troubleshooting complex problems resolving Tier 2-3 escalations along with performing any initial evidence gathering before sending escalation over to a different department.
• Other duties as assigned

Education

High School Diploma or equivalent

Post-Secondary education in a related IT field would be preferred

Strong technical knowledge of Computer, Network, Security, Hardware, Software and Virtual Environments Able to analyze helpdesk process and procedures and recommend possible improvements

Able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies

Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.

Able to support the management and development of a team

Experience

Minimum 1.5 year experience in an Information Technology role within the Organization

Previous supervisory experience

Proven experience in IT infrastructure planning and development.
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Certificates, Licenses, & Registration:

There are no personal certification, licensing, or registration requirements for this job