IT Help Desk Team Lead

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Purdys Chocolatier is delighted to have been voted by our employees as one of Canada's Best Employers. This esteemed award is a testament to the rich texture of our history and our more than 115 years of dedication to quality, trus t, and supportive work environment.

Job type : Full-time, permanent

Expected salary range : $66,000 $70,000 per year

Do you love chocolates? As a proud Canadian Chocolatier, we create connection and joy through the power of chocolate and have a great deal of fun doing so.

We truly value diversity in our workforce and therefore, welcome applicants of all ethnic groups, genders, races, religions, abilities, and backgrounds.

We’re looking for an IT Help Desk Team Lead to join our IT team based in Vancouver, BC. This individual will report to the IT Operations Manager.

Job Overview : The Help Desk Team Lead oversees daily help desk operations to ensure efficient resolution of technical issues and high customer satisfaction.

This role involves overseeing the team of help desk analysts, driving help desk initiatives, managing escalations, implementing best practices to enhance service delivery, and overall IT support.

You will have the opportunity to :

• Oversee the workload of help desk analysts, managing both incoming issues and ongoing projects. Assign tasks appropriately, ensuring clear communication and consistent response times across the team to stakeholders
• Uphold established service level agreements, develop help desk coverage schedules and report key performance indicators
• Act as the first point of contact for stakeholder escalations, re-route issues as required , ensuring high-risk and security issues are escalated to the IT Leadership Team
• Provide ownership over the service management system, develop process improvements and create / update documentation for the internal knowledge base
• Maintain hardware inventory and software licensing ; adhere to a budget for upgrades, renewals and break / fix situations ;

install and configure computer hardware and workstations ; and support application software upgrades and preventative maintenance

• Contribute to incident response, specifically owning company-wide communication during unplanned incidents
• Contribute to security planning and uphold PCI / security standards across the organization

You will be a good fit if you :

• Diploma in Computer Science, or equivalent experience
• 5+ years of experience supporting IT services
• 2 years in an IT support team management role is an asset
• Experience managing cloud-based products such as Office 365, Sophos, Adobe Creative Cloud, Workspace One and managing service management solutions (Freshservice)
• Understanding of networking concepts and protocols (VPN, DNS, WAN, LAN, RDP etc.)
• Excellent communication and interpersonal skills
• Ability to be on-call outside of regular business hours on a rotating basis
• Must possess a valid BC driver's license and have access to a vehicle for travel between locations.

Get ready to enjoy :

• Extended Health & Dental Plan, Health Spending Account
• Sickness and Disability Plans
• RRSP Matching Program
• Profit Sharing depending on achieving the business goals
• Active Lifestyle Program
• Tuition Reimbursement
• Employee discount, and much more

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We appreciate the interest of all applicants, and while we wish we could personally reach out to everyone, we can only contact those selected for an interview.

We genuinely care about providing reasonable accommodations to job applicants with disabilities. If you require assistance or an accommodation due to a disability, please reach out to us via email at resumes@purdys.

com . We're here to help!

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