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Help Desk Team Lead jobs in Toronto, ON

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    • To ensure on-time resolution of escalations/complexincidents, provide technical guidance to the team and ensure positive customer satisfaction.
    • View all HCLTech jobs - Mississauga jobs - Senior Technical Lead jobs in Mississauga, ON
    • Salary Search: Sr Technical Lead (Support & Operations) salaries in Mississauga, ON
    • See popular questions & answers about HCLTech
    • Minimum 3 years as a team lead or technical lead capacity.
    • Serve as a technical lead and subject matter expert for endpoint technologies within the Service…
    • 2+ years leading or supervising a service desk, technical support, or customer-facing technical team, including scheduling, coaching, performance management,…
    • Excellent communication for liaising with stakeholders and internal teams.
    • Collaborate within the Asset Management Development teams to enhance platform…
    • Build and manage a high-performing customer service and technical support team.
    • Set up clear escalation protocols for the team, executives, and customers.
    • Able to lead conversations of a technical nature with end users who may not have any technical expertise.
    • Verify and diagnose servers, network hardware, and…
    • Service-oriented mindset with the ability to prioritize and resolve requests that impact business-critical teams.
    • Deep expertise with Windows or Mac OS.
    • Facilitate ongoing technical support by collaborating with engineering teams to troubleshoot and resolve issues.
    • Strategic Planning and Communication (30%):
    • Communicate application problems and issues to team leaders.
    • Perform preventative maintenance, including the installation of service packs, patches, hot fixes,…
    • Pass on any feedback or suggestions by customers to appropriate IT team members.
    • Work as part of the IT team to escalate and resolve user and technical issues.
    • Track open tickets through to resolution, partnering with the Development team on bug fixes and product issues.
    • Position Type: Full-Time, Permanent.
    • Take ownership of escalated incidents — real ownership, not just the next set of hands — and drive them to resolution.
    • Certifications are supported and funded.
    • Own the help-desk support queue from first response through resolution.
    • First customer support or service desk role.
    • Reports to:* Head of Customer Success.
    • The on-call team member is responsible for managing and driving the severity incident through to resolution, under the guidance of the Major Incident Management…
    • Work in a large team environment, supporting and assisting peers.
    • Ability to lead and operate within an environment where change happens frequently.
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Job Post Details

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Sr Technical Lead (Support & Operations) - job post

HCLTech
3.7 out of 5 stars
Mississauga, ON
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Location

Mississauga, ON

Full job description

Mississauga, Ontario
Job Summary
To ensure on-time resolution of escalations/complexincidents, provide technical guidance to the team and ensure positive customer satisfaction.
Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

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