Team Lead, End User Computing-GIS-ITAME S

Job Summary

The End User Computing team performs 2nd and  3rd level support to our corporate end users’ computing devices and virtual desktop infrastructure.  The Team Leader is responsible for managing the performance of direct reports, workload and priorities, and will ensure staffing /skill levels are maintained throughout operational hours. The Team Leader also assists in providing 2nd and  3rd level support when required.  Drives to create a positive team environment based on mutual trust and respect. Lead, engage, think strategically. The Team Leader will also drive continuous improvement in the end user experience

Job Responsibilities

• Leads and supervises the End User Computing Analysts ensuring processes, procedure and policies are followed in the handling of all tickets type.
• Manages team work assignments and prioritization and ensures staffing and skill levels are maintained throughout operational hours;
• Demonstrates ownership and personal accountability for overall performance of team; ensuring departmental objectives and obligations are achieved
• Deals with and/or responds positively to complaints and sometimes negative and emotional behaviour from customers and direct reports
• Utilizes highly analytical skills to identify process inefficiencies and root causes of issues to determine courses of action
• To perform the duties of Problem Manager/coordinator to coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution. This may include Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
• Provides an experienced level of input in the creation and review of technical documentation such as Knowledge Articles, and recommends amendments to the I.T. operating process, policies, procedure and technical standards;
• Plans, implements and oversees small Initiative/projects related to the Global Information Services. Participates in cross functional project teams as required;
• Liaises with line managers, and senior specialists relative to the development, amendment, and operation of information technology systems;
• Encourages and coaches direct reports to contribute knowledge to the Knowledge Management System and acts as an adviser to business and IT personnel on knowledge management matters
• Expected to offer process/work improvement ideas as well as present steps and guidelines in achieving any improvement ideas;
• Serves in a technical role providing guidance to other team members and other employees/managers within GIS;
• Develops and maintain metrics/score card and reporting for the End User Computing Team at the group and individual level.
• Perform the duties of Computing Analyst when required;
• Must be able to work flexible hours, 24 x7, when necessary
• Participate and lead performance conversations with employees, including monthly one on ones, to connect on performance; check in on employee’s progress toward achieving Objectives, offer support and remove barriers; and, communicate and revisit performance expectations to reinforce and encourage high performance culture and a safe working environment for all employees.
• Utilize open, honest, two-way communication to build trust-based relationships with employees, business partners and direct leader while continuously improving leadership capabilities by personally seeking feedback and development.
• Create a culture which values trust and provides the opportunity for Employee development and growth in pursuit of our purpose and demonstrating our core Values – Collaboration, Courage, Perseverance and Passion.
• Utilize your networks to attract and hire talent in a comprehensive, differentiated and consistent manner essential to our continued growth; then, onboard new employees by providing a consistent experience that reflects the values and commitments made to candidates during the hiring process.
• Ensure adherence of team members (direct reports) with all compliance programs and company policies and procedures.
• All other duties as assigned.

Job Requirements

Education

• Post-secondary education in computer science or a related field or equivalent work experience
• ITIL V3 Foundations certification an asset
• Agile and Scrum certification an asset

Knowledge, Skills and Abilities

• Excellent customer service skills.
• Ability to work in a fast-paced, high volume environment with conflicting priorities.
• Must be able to take initiative and have great attention to detail.
• Demonstrated strong leadership abilities.
• Maintains composure in demanding or stressful situations.
• Self-starter able to work with minimal supervision.
• Must possess strong analytical and troubleshooting skills and proven ability to make decisions.
• Excellent written and verbal communication skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment.
• Ability to embrace change with positivity and enthusiasm.
• Excellent organizational and time management skills with ability to manage multiple priorities in a fast paced and continuously changing environment.
• Excellent understanding of Microsoft Desktop computing technology, virtualization, and a general understanding of Microsoft and Unix-based server technology.
• Familiarity of scripting logic for troubleshooting purposes with working knowledge of BASH or PowerShell.
• Must be able to lift 20KG.
• Must have a valid G driver’s license and a reliable vehicle, as the role requires travel to multiple office sites within the Greater Toronto Area.

Experience

• 5 + Years’ General customer services experience.
• 5 + years providing technical support.
• Excel proficiency should be at an intermediate level.
• Prior people management experience is required, including developing a team, setting goals and objectives, conducting performance appraisal cycles, and recruiting new hires.
• Must have experience clearly articulating and summarizing key information when meeting with the senior leadership team.
• Strong technical background is required to effectively manage and resolve escalations.
• Prior experience in the pharmaceutical or regulated industry is an asset
• Experience in BMC/Remedy is an asset.