Intermediate and energetic IT Service Desk Lead to oversee Help Desk Operations, Service Desk and Incident Management

S.i. Systems local client is a privately owned distributor of parts, tools and equipment. They are modernizing their IT practices, and one of the mandates is to improve user acceptance of the help desk team. 

They are seeking an Intermediate and energetic IT Service Desk Lead to oversee tier 1 resources; perform tier 3 infrastructure, O365 support. You will also work closely with Operations to support business applications, end user equipment, business, and IT processes. 

This role requires reporting to the office 5 days / week. 


 JOB DUTIES:

• Reporting to the Director of IT, you will lead and  manage two Tier 1 Help Desk Analysts.
• Provide Tier 2\3 advanced support to the company Branches, Warehouses and Admin Offices (approx 200 users).
• Lead IT infrastructure operations, Data Centers, Servers, Networking, and Security Operations

• Collaborate with the leads and managers in Information Systems, Help Desk, and IT Security to continually improve customer service.
• Lead and support on-premise IT Infrastructure; Servers, Firewalls, Switches, etc
• Lead and support Help Desk Operations including Service Desk and Incident Management.
• Stay updated with the latest developments in networking and security news, and trends
• Troubleshoot issues and make decisions to assess customer priority, impact and service.
• Research solutions through internal and external knowledgebase as needed
• Prioritize incidents and service requests according to defined processes to meet defined SLAs

MUST HAVE SKILLS:

• Secondary education degree or diploma
• 3+ years experience in Help Desk operations and performing an end-user support role
• Desktop support experience - you're strong in infrastructure and specifically:
  • Office 365
  • Microsoft Teams
  • Windows 7 and 10 OS
  • End user hardware / equipment knowledge and troubleshooting skills
• Intermediate knowledge of:
  • Azure
  • Infrastructure: Active Directory, Routing and Switching
  • TCP\IP, DNS, DHCP, SD-WAN, etc.
  • data warehousing principles, ERP software, SQL, SSRS and other reporting applications.

NICE TO HAVE SKILLS:

• Microsoft, ITIL and Project Management certifications