Lead, IT Support Services

Overview

Oversee IT service desk operations, lead team, ensure issue resolution and customer satisfaction.

Key Responsibilities

• software use
• vendor coordination
• ticket monitoring
• metrics analysis
• knowledge base
• escalation management

Tasks

-Use applicable computer software and operating systems -Develop and maintain effective relationships with DCC, and with industry, the Client-Partners and/or stakeholders -Write end-user instructions -Coordinate with vendors for technical support and on warranty claims, as required -Maintain up-to-date knowledge of current technologies and best practices. -Provide functional advice and guidance to IT staff and DCC employees -Monitor ticket queues and ensure SLAs are met. -Analyze service desk metrics and provide reports to management. -Train, coach, and evaluate team members to maintain performance standards. -Develop and maintain documentation, procedures, and knowledge base articles. -Lead and support a team of service desk analysts in providing first, second and third-level technical support for hardware, software, network, and systems issues. -Drive continuous improvement in service delivery and user experience. -Lead and manage direct reports -Handle escalated issues and coordinate with other IT teams for resolution.

Requirements

• itil
• bilingual
• project management
• microsoft
• servicenow
• leadership

What You Bring

-Strong technical troubleshooting skills across hardware, software, and network issues. -ITIL certification is an asset. -Bilingual in French and English is mandatory -Apply project management principles -previous employment -Knowledge of operating systems, security protocols, hardware, software applications and cloud technologies -Strong understanding of the Microsoft suite of products, including, Azure, Intune and M365. -Minimum: college diploma in an IT discipline with eight years’ relevant experience, or the equivalent -Familiarity with ITSM tools (e.g., ServiceNow, Jira, etc.). -Preferred: undergraduate degree in an IT discipline with a minimum of five years’ relevant experience in IT service management and operations -Excellent communication and interpersonal skills. -Proven experience in a service desk or IT support role, with leadership responsibilities.

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Benefits

-Maternity and parental leave top-up plan to 93% of regular gross earnings for up to 37 weeks -Comprehensive vacation and other paid-leave plans, along with deluxe travel benefit plans -Enhanced inConfidence employee and family assistance program -$400 wellness allowance to help cover expenses such as a gym membership -criminal record checks -Life, accidental-death, and short-term disability insurance -Telus Virtual Health Care and $750 Health Care Spending Account for some expenses not covered under provincial plans -100% employer-paid annual sick leave, and health and dental premiums -Flexible workplace options, including $400 allowance every two years, to support working from home -Public-service pension -$1,500 for mental health services on top of regular $1,500 paramedical coverage

About Defence Construction Canada

-Founded to serve the construction needs of the Canadian Armed Forces and the Department of National Defence. -Manages a wide array of construction and infrastructure projects across Canada. -Specializes in designing and delivering facilities, buildings, and utilities for national defence operations. -Operates in diverse sectors including infrastructure, buildings, transportation, utilities, and heavy civil works. -Has delivered projects in remote locations, ensuring the highest standards for military operations and safety. -Known for managing large-scale, complex projects that are critical to national security. -Works with military, governmental, and private partners to support the Canadian Defence sector's evolving needs. -Handles the entire lifecycle of projects, from planning and design to construction and maintenance.

Sector Specialisms

Security Clearance

-criminal record checks -reference checks -verification of previous employment -open source checks -credit/financial status checks -security clearance process (reliability/secret) requiring verifiable background information