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Team Lead Infrastructure

Location: Calgary, Alberta
Our client is seeking a Team Lead, Infrastructure.  The Team Lead will be technical hands-on but also manage a team of 10 of Help Desk and System/Network Analysts in Alberta and the US.  This includes implementing and monitoring service delivery processes and supervising a team of client services analysts, engaging internal customers and IT service providers to understand and align with business needs, and leading continual service improvement. 
 
This is a part hands on, part team leader role, so the expectation is that while providing Tier 2 and Tier 3 support, plan, implement, and continually improve Service Desk processes and primarily through the KACE tool set
 
Duties of the Team Lead, Infrastructure include:
  •  Administer all types of IT equipment including desktops, printers, telephone systems, instruments and relevant network devices (routers, switches)…strong preference given to someone with HP experience, especially converged systems
  •  Coordinate, prioritize, and monitor daily support issues to ensure service level objectives are met while optimizing the deployment of staff.  Proactively monitor conformance to standards and service level objectives, and take necessary actions to resolve problems and ensure continued quality. 
  • Develop, motivate and manage the performance of team members to ensure effective service delivery.
  • Manage the acquisition and life cycle management of desktop hardware and software. 
  • Engage and ensure positive relationships with customers, management, within ITS, and vendors to align business requirements with effective solutions and technologies. 
      
Required Experience:
  • 3 years + experience leading a successful service desk function, utilizing industry best practices and tools (e.g., ITIL framework)
  • 10 years + previous IT Enterprise service desk, desk side and server support experience
  • Excellent communication and interpersonal skills
  • Excellent customer service orientation
  • Process and quality management skills
  • Able to lead and motivate
  • Ability to manage multiple priorities and work with deadlines and timelines                             
 
Our client has a strong preference for Calgary based candidates. 
 
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