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**Permanent** Help Desk Manager/Lead to design, develop and implement the long term and short-term strategies for the desktop Support team for one of our large healthcare clients

Job Type: Permanent
Positions to fill: 1
Start Date: Nov 30, 2022
Job End Date: Nov 30, 2022
Pay Rate: Salary: Negotiable
Job ID: 124793
Location: Toronto
On Site- 2X a week (Tuesday/Thursday)

  • Oversee day to day operations and actively facilitate/manage any problem resolution efforts by the Desktop/Helpdesk team.
  • Manage and lead a team of diversely skilled individuals located both in office and remotely.
  • Hands on engagement where required for problem resolution, change Management or project execution for Desktop/applications Support related items.
  • Serve as an escalation point for Helpdesk/Desktop Support staff.
  • Design, develop and implement the long term and short-term strategy for the Desktop Support team.
  • Manage the development and implementation of the ITSM (ServiceNow) tool within the firm.
  • Manage the development, implementation and improvement of existing Helpdesk processes and functions.
  • Work with the business to develop and foster relationships and Meet target SLA.
  • Manage and occasionally participate in an IT support call queue (as required).
  • Manage the On-call after-hours support.
  • Work with HR team to Streamline onboarding / offboarding process and define access role to company systems
  • Work within IT Project\networking and security teams; Lead all Desktop Support/Helpdesk project initiatives.
  • Provide first-level problem resolution for information systems services, including problem definition, research and resolution of complex situations.
  • Provide employees and clients with support and instruction via e-mail, telephone, remotely and on-site for various software and hardware issues.
  • Regularly, as required and along with other members of the team, participate in technical workstation support and systems implementations and rollouts.
  • Install computer hardware and software as needed
  • Troubleshoot and resolve PC related problems involving Microsoft software and numerous 3rd party software applications in a distributed environment; (Windows,10, 11 and MAC OS);
  • Maintain hardware and software inventory.
  • Track and log all Help Desk service issues using the IT ticketing system.
  • Perform additional duties as assigned.

Skills & Qualifications:
  • 5+ years’ experience in a Helpdesk role.
  • Diploma or Degree in Technology. MCSE certification, Microsoft 365 Fundamentals certification, ITSM Certification is an asset, CompTIA A+ Certified and proven experience required.
  • Thorough knowledge of Active Directory, Office 365 admin center, Microsoft Office suite, , especially Excel; Office 365, Ms Teams, Intune, along with Webmail, Citrix, RDP, Multifactor authentication, security systems and Anti malware.
  • Experience in reporting; producing various reports, key findings, conclusion and making recommendations is required.
  • Experience with the following applications is also considered an asset: Intune, Defender, Salesforce, workday and Azure
  • Experience with using an IT ticketing system, preferably ServiceNow (Optomization).
  • Ability to train users effectively in both formal and informal settings.
  • Mobile device knowledge and support an asset.
  • Demonstrated problem solving and troubleshooting abilities.