IT Support Technician Team Lead

Vancouver Airport Authority; Vancouver; On-site; CAD 78,000 - 103,000; Full time

Job summary

Join a forward-thinking organization as an IT Support Technician Team Lead, where you will play a pivotal role in supervising a dedicated team and ensuring top-notch technical support. This position offers the opportunity to enhance customer satisfaction through effective communication and problem resolution. You will oversee the performance of IT Support Desk technicians, driving initiatives for service improvement while contributing to a culture of innovation and excellence. If you are passionate about technology and customer service, this role is your chance to make a significant impact in a dynamic environment.

Benefits

Generous vacation days

Extensive health benefits

Retirement savings matching

Wellness programs

Community engagement support

Continuous learning opportunities

Commuting support

Qualifications

• 5+ years of IT support experience in a networked environment.
• 2+ years of supervisory experience leading an IT support team.

Responsibilities

• Supervise IT Support Desk technicians and ensure high-quality service.
• Monitor performance metrics and ensure SLAs and KPIs are met.
• Lead initiatives for process improvements in service desk efficiency.

Skills

Customer Service

Technical Support

Supervisory Skills

Conflict Resolution

Communication Skills

Organizational Skills

Education

Technical or Community College Certificate

Diploma in IT or related field

Job description

YVR is a place of connection, bringing together people, places and cargo while ensuring a safe and efficient experience for everyone.

Position overview

We are hiring for 2 permanent, full-time IT Support Technician Team Leads in the Office Systems department. Reporting to the Manager, Technology Services, the successful candidate will act as a supervisor to the IT Support Technician team and ensure the delivery of high-quality customer service and technical support to YVRAA employees and external stakeholders. They will also be responsible to perform system administration tasks, monitor IT system performance and availability, and participate in IT projects as required.

Key responsibilities include:

• Supervising IT Support Desk technicians, including scheduling and professional development.
• Providing ongoing coaching and feedback to enhance team performance and customer service skills.
• Handling escalated issues and ensuring timely resolution of complex support requests.
• Monitoring IT Support Desk performance metrics and ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met.
• Ensuring a high level of customer satisfaction by maintaining effective communication with end-users and addressing their concerns promptly.
• Coordinating with other teams to resolve cross-functional issues and implementing long-term solutions.
• Overseeing the identification, analysis, and resolution of incidents and problems, ensuring root causes are addressed and documented.
• Identifying opportunities for process improvements and leading initiatives to enhance service desk efficiency and effectiveness.

Key qualifications include:

• Five years of recent, related experience working in an IT support capacity, providing customer service and technical support in a networked environment, supplemented by a technical or community college certificate or diploma; or an equivalent combination of training and experience.
• Two years’ experience supervising or leading an IT support team or similar supervising or leading experience.
• Excellent communication and interpersonal skills.
• Experience in providing advice, information and assistance in the use of software applications, hardware and technology services.
• Strong conflict resolution and organizational skills.

This position is open to both Vancouver Airport Authority employees and external applicants. Previous job performance will be taken into consideration for all internal candidates that apply for this position.

As part of our recruitment process, short-listed candidates may be required to participate in an assessment process.

Salary Range: $78,654 to $102,802 per annum, based on a 40-hour work week. This is individually tailored to reflect your unique experience, qualifications, and internal equity.

At YVR, your work experience goes beyond the paycheck. We support your personal and professional development, well-being, and a thriving work culture with generous vacation days, extensive health benefits, retirement savings matching, wellness programs, community engagement, commuting support, and continuous learning opportunities. Learn more at https://careers.yvr.ca/benefits.

Who We Are: YVR is more than just an airport. We connect our beautiful province and all it has to offer to the world. We are all leaders and trailblazers for change and innovation, so no matter the department or team you’re a part of, the work you do matters.

At YVR, we are flexible in everything we do. We will work together to find ways to deliver customer excellence that helps us all thrive.

Whatever your background and wherever you’re from, you belong at YVR. If you have any questions about accessibility or require any assistance applying, please reach out at [e-mail].