Service Desk Tech Lead - MS stack, ITIL, Window OS and servers

The ideal candidate will have at least 5 years of experience as a Service Desk tech lead in the logistics industry or similar industry and a strong technical background, as well as experience leading a support team. In this role, you will work closely with C-level executives, the VP of IT, project managers, and business stakeholders on a company-wide Digital Transformation initiative.


Advantages
paid vacation, RRSP matching, and great bonus structure
a leader in the logistics sector


Responsibilities
• Oversee the daily operations of the Service Desk team, including providing technical support, deploying new technology assets, fulfilling user access requests, and performing daily data processing jobs.
• Assign incoming tickets to the appropriate IT teams and monitor open tasks to ensure timely and satisfactory completion.
• Manage first call support for user or site issues related to Applications Desktop, Wide Area Network, Local Area Network, and Telephony functions.
• Coordinate escalation of urgent and complicated support issues to the correct IT teams.
• Lead the team in implementing improvements in technology and departmental standard operating procedures, and provide staffing and training as needed.
• Develop technical expertise with the organization's IT environment and handle 2nd level incident handling and problem resolution when necessary.
• Collaborate with IT managers to establish policies and standard operating procedures.
• Analyze Service Desk performance to identify areas for improvement.
• Establish new and report on existing progress reports and performance metrics to measure IT effectiveness and productivity.
• Make recommendations on adoption of new technology solutions, cost-cutting initiatives, process improvements, staffing needs, etc. to improve operational effectiveness of the department and organization.
• Ensure that day-to-day activities comply with established SOPs and SOX audit requirements, as well as company policies.
• Maintain images for end-user machines.
• Supervise a team of 7-8 technical support staff.



Qualifications
5+ years of leading support team
Strong experience in the MS environment
ITIL principles
hands-on tech experience


Summary
Our client, a leading logistics company in Canada, is seeking a Service Desk Tech Lead with hands-on Service Desk experience with experience leading support teams to join their dynamic company.

The ideal candidate will have at least 5 years of experience as a Service Desk tech lead in the logistics industry or similar industry and a strong technical background, as well as experience leading a support team. In this role, you will work closely with C-level executives, the VP of IT, project managers, and business stakeholders on a company-wide Digital Transformation initiative.


Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.