Service Desk Team Leader

MANAGED SERVICES SUPERVISOR
PORTLAND LANSING OTTAWA SEATTLE WINNIPEG

HYBRID

Convergence Networks is one of North Americas leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

POSITION SUMMARY

A Service Desk Team Leader is responsible for managing the Convergence Networks Support teams. Teams are responsible for an excellent customer experience by responding to and resolving incoming IT requests monitoring network and security operations and resolving alerts from our addition the Team Leader manages the communication with other service teams for handoff acts as a technical resource and is an escalation point for complicated issues. The highest priority of the position is team excellence through operations process building culture and exceptional leadership. The Service Desk Team Leader is responsible for client communication and will regularly provide updates to executives in the form of Service Reviews or discussing critical feedback for the team. This job operates at a very fast pace and you must be comfortable with technology tools leadership communication and changing priorities

WHAT DOES OUR SERVICE DESK TEAM LEADER DO

• Lead the service workflow and engagement of their assigned service team of network and system administrators.
• Manage team growth and improvement through coaching teambuilding andperformance management. Actively pursue an ideal work environment for individuals on team.
• Ensure process improvements and communication with clients other groups andresources.
• Maintain accurate records on team communication resolution assistance neededand follow-up.
• Be responsible for the health maintenance and documentation of assigned clienttickets and network infrastructures.
• Mentoring and Coaching of service team. This includes performance management timesheet approval and career mapping.
• Ensure customer satisfaction with focus on team service communication and issueresolution.
• Other relevant job duties as assigned.

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE

• Degree or a combination of education and experience in a related field
• 5 years of experience providing superior end user application and desktop support
• Proven communication and leadership skills
• Exceptional time management and organizational skills
• Strong understanding of server and network environments
• Excellent troubleshooting skills with IT and related hardware and software
  components (PCs laptops servers firewalls switches routers hard drives Windows
  operating systems etc.).

WHAT DO I NEED TO BE A SUCCESSFUL

• Leadership patience empathy confidence and customer service skills. You will be
  working with a myriad of businesses technologies applications and personalities.
• Strong IT background with a focus on network support implementation and remote
  as well as onsite support.
• Excellent communication (verbal and written) at all levels internally and externally
  interpersonal business management time management and developmental skills.
  Ability to work effectively within a team as well as independently.
• Experience with administering current Windows desktop operating systems
  Windows server operating systems Exchange Office 365 and a variety of backup
  solutions routers firewalls and virtual/cloud-based technologies.
• Experience using a triaging or priority system to gauge client issues and impact.
• Understanding of managed services and the value offered over a typical break-fix
  environment.
• Skilled at defusing high-stress situations and facilitating resolution to technical
  problems.
• Willingness to learn adjust and grow with our company.
• Self-starter with a positive attitude who is skilled at inspiring and growing others.

WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS

• Bachelors degree in information technology and/or technology management or
  equivalent experience.
• Three years of leading an effective team.
• Understanding of and a background in working within the IT managed services
  provider business model particularly in an IT support role.
• Experience with ConnectWise ServiceNOW NinjaRMM or other similar MSP tools and software.
• Knowledge and experience working with Microsoft Office 365 Microsoft Azure and
  other Cloud service offerings.

WHAT IS THE WORK ENVIRONMENT LIKE

• Normal office working conditions. Work requires regular sitting/standing at a desk
  working with a computer. This position requires standing walking sitting using
  hands seeing reaching talking writing and hearing; it may require occasionally
  carrying or lifting equipment if working on-site.
• Position requires contact with others - in meetings by phone or by email. Interactions
  focus on data collection problem solving needs analysis and technical work.
  Interactions are initiated in person or electronically. Position may require some travel
  to customer sites.

WHY SHOULD YOU WORK HERE

• Group benefits plans including medical dental vision in US and health savings and
  supplement insurance (including dental) in Canada including retirement plans (401k
  and RRSP).
• We believe in personal and professional growth. We offer regular internal training
  opportunities as well as training and certification reimbursement so we can help you
  grow.
• We believe feedback makes us better. You can expect regular meetings with your
  manager and quarterly conversations about your performance and growth.
• Many teambuilding and company events throughout the year so you can get to know
  your teammates on a more personal level as well as have some fun(families are often
  included as well).

PERFECT FIT

If this sounds like your type of place and you can wow us with your spectacular skill set then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races sexes colors religions sexual orientations disabilities ages and gender identities. Accommodation is available upon request for candidates taking part in all stages of the selection process. Please contact