Desktop Support Services Team Lead

University of Victoria; Victoria; On-site; CAD 80,000 - 100,000; Full time

Job summary

A prominent educational institution is seeking a Desktop Support Services Team Lead to provide leadership and technical expertise in enterprise endpoint management. The ideal candidate will have strong communication skills and a proven background in supporting client needs over 5 years, alongside a Bachelor's in Computer Science. As part of the role, you will manage a team of analysts and oversee system implementation and upgrades.

Qualifications

• 5 years of experience supporting client computing needs in a networked environment.
• Excellent oral and written communication skills.
• Excellent interpersonal skills and team leadership experience.

Responsibilities

• Provide technical leadership for the Desktop Support Services team.
• Coordinate development and implementation of endpoint management technologies.
• Supervise and manage communications within the technical support team.

Skills

Leadership

Communication Skills

Technical Support

Problem-solving

Education

Bachelor’s degree in Computer Science

Tools

Microsoft SCCM

Microsoft Active Directory

MS Office Suite

Job description

Reporting to the Associate Director Desktop Support Services, the Desktop Support Services Team Lead is responsible for providing senior leadership and technical expertise in support of the enterprise endpoint management technologies and the Desktop Support Services team at UVic. This position plays a major role by providing human resources and technical leadership to a team of Desktop Support Analysts, expert-level technical leadership in the design, development, maintenance and support of enterprise endpoint management technologies and leadership for major projects.

The Team Lead frequently interacts with client areas across the University and with University Systems team members to coordinate the development and implementation of new enterprise endpoint management technologies, system upgrades, and changes. The role also involves contributing to the development of online support documentation for client areas and internal University Systems staff. The position recommends and implements university-wide standards and best practices for endpoint management and support for Windows, Macintosh, mobile devices, and enterprise printing.

The successful candidate will have a bachelor’s degree in Computer Science and experience supporting client computing needs within a networked environment, or an equivalent combination of education, training, and experience. Essential qualifications include excellent oral, written, and technical communication skills; the ability to convey technical information to clients with varying levels of technical expertise; excellent interpersonal skills; thorough knowledge of enterprise endpoint management technologies in Macintosh and Microsoft Windows environments; knowledge of Microsoft Active Directory and Group Policy management; familiarity with software including Microsoft Exchange, Office 365, statistical, and database applications; understanding of Ethernet networking techniques; ability to work collaboratively and independently; and effective organizational skills in complex environments. The candidate must also be well-suited for supervising others and managing team communications.

Minimum qualifications include a bachelor’s degree in a computer science discipline and 5 years of experience supporting client computing needs within a networked environment.

Knowledge, Skills, and Experiences

• Experience in team leadership, supervising and coaching technical support staff in a client-oriented environment
• Experience in project management, including developing project plans and monitoring activities
• Enthusiastic, resourceful, with excellent interpersonal and communication skills to build strong relationships
• Thorough knowledge of Macintosh and Microsoft Windows client environments
• Knowledge of Microsoft Active Directory and Group Policy management
• Experience with Microsoft System Centre Configuration Manager (SCCM)
• In-depth knowledge of MS Office tools including Word, Excel, PowerPoint, Outlook, Access, SharePoint, and Exchange
• Effective problem-solving skills in high-pressure situations
• Ability to produce coherent technical and user documentation
• Willingness to acquire new computing skills independently