System Support Specialist Team Lead

Cargojet; Hamilton; On-site; CAD 70,000 - 100,000; Full time

Job summary

Cargojet is seeking a Team Lead for their Helpdesk team to manage technical support operations and ensure high standards in service delivery. The ideal candidate will possess strong leadership and interpersonal skills, coupled with a background in IT support. Responsibilities include team management, troubleshooting, and liaising with various stakeholders. Candidates should have a technical degree or diploma and relevant experience in IT service management tools.

Qualifications

• 3 years experience leading or managing a team.
• 3 years managing ITSM tools (e.g., ManageEngine, ServiceNow).
• Hands-on experience with Microsoft operating systems.

Responsibilities

• Provide leadership and guidance to the Helpdesk team.
• Monitor team performance and ensure adherence to KPIs.
• Assist with user management in a hybrid environment.

Skills

Leadership

Communication

Customer Service

Problem Solving

Interpersonal Skills

Education

Degree or diploma in Computer Science or Information Technology

Tools

ITSM tools

Active Directory

Office 365 Admin Portals

Mobile Device Management tools

Job description

Primary Objective Of The Position

Under the general direction of the Director of Systems Support Services, the chosen candidate will be responsible for managing, guiding, and supporting Cargojet Helpdesk team. The Team Lead will act as a first scalation point and will contribute to the resolution of end-user computer, mobile, application issues. This role requires a mix of supervisory, interpersonal, and organizational skills to ensure the team is productive, motivated, and aligned with company goals.

Supervision

Key Responsibilities:

• Provide leadership, direction, and guidance to the Helpdesk team members. Set clear goals, assign tasks, and monitor progress.
• Implement, review, adjust, report on KPI and SLA according to industry standards.
• Be the scalation point for P1 issues. Liaise with stakeholders and affected users.
• Coordinate, adjust team schedule (shift/rotation).
• Encourage open communication and ensure that the team is working effectively together.
• Ensure that the team meets quality standards and follows best practices.
• Organize and facilitate team meetings to ensure alignment and provide updates.
• Provide feedback and implementing improvements.
• Generate reports on team performance, goals, and project status for management.
• Track progress of tasks and projects, ensure deadlines are met, and maintain team engagement and motivation throughout the process.
  
  

Technical

• Assist with Active Directory & Office 365 user management in hybrid environment.
• Administer O365 admin portals (Exchange, Identity, Endpoint Manager, etc..)
• Reimage and join PCs to domain as per corporate standards
• Install and maintain general and industry-specific software.
• Maintain hardware and software inventory (including laptops, desktops, monitors, mobiles devices, tablets)
• Compile documentation for: troubleshooting steps within the ticketing system, new processes, and additions to the corporate infrastructure.
• Assist with new network implementations.
• Assist on the troubleshooting of Mobile Device Management systems (such as Soti MobiControl, Intunes, among others), and its integration with core infrastructure.
• Provide awareness and visibility to management team on device assignment, licensing, usage reports related to MDM technology at Cargojet.
• Other projects and tasks as assigned.
  
  

Minimum Qualifications

• A degree or diploma in Computer Science or Information Technology.
• 3 years experience leading or managing a team (even in an informal capacity) or demonstrating leadership qualities in collaborative settings.
• 3 years of experience managing/administering ITSM tools such as (Manage engine service desk+, service now, freshdesk)
• Experience in resolving challenges or issues in a team environment and managing workflow effectively.
• 3 year of HANDS ON working experience in a Corporate Environment managing/troubleshooting Microsoft operating systems, Active Directory and Office 365 Admin Portals (Exchange, Identity, Endpoint Manager) is required.
• 1 year of working experience in Computer Networks and services such as DNS, DHCP or basic understanding and ability to troubleshoot is required.
• At least 1 year of experience with Mobile Device Management tools (Intunes / Soti Mobicontrol), advertising/installing software remotely.
• Strong interpersonal talent & excellent communication skills.
• Must have the ability to interact and deal with people on all levels.
• Excellent customer service, and attention to detail required.
• Must have the ability to prioritize tasks & multi-task efficiently.
• An ability and desire to learn new and unfamiliar technologies and applications and quickly adapt to various situations.
• Must possess a natural curiosity about technology and motivation to keep skill set current.
• Possessing a car is required, as some travel between locations is required.
• Must be available after hours and weekend support (per shift schedule).
• Strong verbal and written communication abilities to convey information, delegate tasks, and provide feedback clearly.
  
  

Important To Know

• Cargojet is an equal opportunity employer. We thank you for your interest. Only those candidates selected for an interview will be contacted.
• We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs.
• At Cargojet, we make safety the highest priority. Because of this priority and as we operate in a safety-sensitive environment, we require all employees to abstain from consuming Cannabis, in and outside of the workplace. This is a critical element of our drug and alcohol policy that all employees must comply with at all times.