QLogitek overview

QLogitek is a B2B technology service provider, specializing in a range of services including application integration, infrastructure and hosting, networking, and security. Based in Mississauga (Canada), the company has been serving Tier 1 and 2 customers in both the public and private sectors for over 25 years and is known globally for its expertise in delivering cloud and on-premises integration services.

Job overview

The Service Desk Technical Lead plays a crucial role in ensuring the efficient and effective delivery of IT services to meet the needs of the organization. This role involves providing technical support and assistance to end-users. They will also provide technical training to all other Service Desk Technicians to elevate and improve the overall teams skillsets.

Responsibilities

• Team Leadership: Lead and mentor a team of IT service delivery professionals, providing guidance and fostering a culture of excellence.
• Service Level Achievement: Maintain service-level agreements (SLAs) with internal and external stakeholders. Ensure that IT services are delivered within agreed-upon SLAs and help make improvements as needed.
• Incident and Problem Management: Coordinate the resolution of critical incidents and manage the problem management process to prevent recurring issues. Conduct root cause analysis and implement corrective actions.
• Continuous Service Improvement: Work with the Service Desk Manager to continuously assess and improve IT service delivery processes and procedures. Assess the current tools and related processes and suggest alternatives technologies to be adopted to meet the present and future demands of the business.
• IT Asset Management: Maintain an inventory of all IT assets, including hardware and software. Track asset lifecycle, from procurement to disposal.
• Process Documentation: Document all IT service delivery processes and ensure the reset of the team is aware and follows them
• End User Support: Field incoming requests to the Service Desk via ticketing system, telephone or e-mail to ensure courteous, timely and effective resolution of end user issues
• Escalation: Build a relationship with the infrastructure team to provide smooth escalation processes and knowledge transfer between the teams

Required Knowledge and Experience

• Strong knowledge of computer hardware and software, including MS Windows OS and MS Office.
• Strong knowledge of Active Directory, Microsoft Exchange, and ITSM ticketing systems.
• Excellent verbal and written communication skills in English, fluency in French is an asset.
• Exceptional customer service and interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Familiarity with the fundamental principles of ITIL.
• Ability to present ideas in a user-friendly language.
• Ability to conduct research into a wide range of computing issues.
• Certification in A+, Network+, MCDST is an asset.
• Experience working with a diverse population, and an understanding of cultural issues is an asset.

Personal Attributes

• Excellent customer service skills and be able to communicate technical information to non-technical users in a clear and concise manner. You should be patient, empathetic, and able to remain calm under pressure.
• Should have strong problem-solving skills and be able to quickly diagnose technical issues and develop effective solutions. You should be able to work independently and as a part of a team to resolve complex technical problems.
• Be familiar with help desk tools such as ticketing systems, remote support software and knowledge-based software. You should be able to use these tools to manage support requests and document incidents.
• Should have a basic understanding of ITIL best practices for IT service management. This includes knowledge of incident management, problem management, and change management.
• Relevant certifications such as CompTIA A+ and Network+ are highly desirable. Other relevant certifications include ITIL Foundation, Microsoft Certified Solutions Associate (MCSA), and Cisco Certified Network Associate (CCNA).

Education & Experience

• Post-secondary education in computer science or equivalent
• 5 years of job-related work experience in Service Desk
• 2 years of leading a Service Desk team

Education & Experience

• A safe and dynamic work environment.
• Be part of an amazing team.
• Competitive benefits and pension plan.
• Flexibility to work from home.
• Continuing education & training.
• Tremendous potential with a growing organization.

QLogitek is committed to having a diverse, representative workforce and continues to build an inclusive environment. We encourage applications from all qualified individuals. QLogitek is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants irrespective of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Aboriginal/Native American status, or any other legally protected factors.

All employment decisions are made based on business needs, job requirements, and individual qualifications.

We are committed to developing inclusive, barrier-free recruitment and selection processes, and a work environment that supports our diverse workforce. Please let us know if you require accommodations at any stage of the recruitment process. We can be reached at hr@seb-groupinc.com

We thank you for your interest in QLogitek. Only candidates under consideration will be contacted.