Technical Services, Team Lead (Calgary, AB)

  • Location: Calgary, Alberta
  • Type: Permanent
  • Job #3565

Technical Services, Team Lead (Calgary, AB)
Location: Calgary, AB
Opportunity at Microserve

Position Purpose and Summary
Microserve is looking for a Technical Services, Team lead to join our growing team in Calgary, AB. Reporting to the Field Services Manager, the Technical Services, Team Lead will manage a team of services technicians to meet the service requirements of the customer base in the assigned Southern Alberta Region. You will also be the escalation contact for dedicated customers as a part of our technical services team.

Reporting directly to the Field Services Manager, the Technical Services Team Lead print will manage a team of technicians to meet the service requirements of the customer. You will also be the escalation contact for dedicated customers as a part of our Technical services. You should be able to implement new ideas and solutions successfully to improve the performance of our existing team and provide best in class support our customers. In this central function, you work as team lead to take on an important function for all operational service tasks and communications with internal and external stakeholders.

Key Areas of Accountability:

Technical Services Management

  • Manage service calls between technicians across a geographic area to meet SLAs

  • Perform full diagnose on any service tickets of end user computing devices raised by our clients.

  • Use basic information about the customer to anticipate their needs and develop and implement technical solutions.

  • Planning and conducting operational meetings with customers.

  • Implementation of measures to ensure high service performance and customer satisfaction.

  • Communicate clearly and confidently with the customers and internal specialist departments both written and orally as required.

  • Analysis of customer performance and implementation of measures for continuous improvement.

  • Direct the day-to-day work duties of your team.

  • Provide coaching and mentoring of your team.

Qualifications/Requirements

  • 5+ years of experience as a technician in an on-site break-fix role

  • Minimum 3 years Team Lead experience within the IT services industry

  • Tier 1 Manufacturer certifications for PCs (Lenovo, Dell, HP, Apple etc.)

  • Existing knowledge of manufacturers service advisory and parts lookup processes considered an asset

  • MS Office knowledge and experience (Excel, Visio, Word, Powerpoint)

  • Ability to build trusting relationships both internally and externally

  • Exceptional communication and customer service skills and the ability and desire to work in a collaborative team environment

  • Experience working for an IT services provider supporting multiple clients is considered an asset

  • College Diploma / Associate Degree (technical field) or equivalent certification is considered an asset

  • Ability and willingness to work variable hours if necessary (extended hours, weekends, on call, abbreviated work week) is considered an asset

  • ITIL training and/or certification is considered an asset

  • CompTIA A+ Certification

  • Demonstrated participation and involvement in the local IT community is considered an asset

Position Requirements

  • Must be able to pass a criminal record check

  • Must be able to lift a minimum of 50+ lbs. on a regular basis.

  • Must have High School Diploma / GED

  • Must have a valid (full) driver’s license (the license may not include restrictions) and a satisfactory driving record

About us:
At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, our rapidly growing team of more than 380 staff is well-recognized across the industry for our ability to innovate and deliver best-in-class service to meet the constantly evolving needs of our clients.

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