Help Desk Team Lead

Keeran Networks is looking for a full-time Help Desk Team Lead on its Service team to bring energy and knowledge to their help desk and large technical client base. Reporting to the Director, Managed Services, you will be responsible for providing our managed services clients with world-class support that allows them to see a return on investment on their technology. Leading the help desk, you will provide guidance, mentorship, and support while overseeing daily operations.

Your Day-to-day Responsibilities May Include:

1. Guiding the help desk team to resolution on a variety of client support issues or vendor support, via telephone or in person at their locations, to identify issues and offer solutions in a friendly and efficient manner.
2. Collaborating with the help desk while optimizing and improving on internal and external processes for the betterment of our clients and team.
3. Maintaining critical business metrics while supporting the help desk through challenges.
4. Focusing on driving completion of ticket volume in a short time frame with client success in mind.
5. Using, updating, and contributing learning content to the internal knowledge database.

Your Resume Should Outline The Following:

1. 2-3 years in a technical team lead role with 5 or more employees.
2. Post-secondary education with an IT focus or equivalent.
3. Previous experience working with a managed service provider would be an asset.
4. Experience working with Windows desktop, server support, and networking.
5. Investment in further knowledge and education through any further certifications.
6. Experience with all aspects of business networks – end-user support, VOIP technologies, cyber security, backup and recovery, disaster recovery, desktop, and software version management.

During The Interview Process, We Will Be Looking For:

1. How you express your technical knowledge and articulate IT issues that you have been able to solve.
2. Exceptional interpersonal skills: how you relate with others even when you’re under the pressure of an interview.
3. Examples of how you manage multiple issues at a time taking into consideration time management and organizational skills. Working for a managed service provider means being able to prioritize tasks with minimal supervision.
4. Examples of how you’ve gone above and beyond for your client group and team (whether in-house or as a consultant in the past).

Why Keeran:

1. A committed leadership team dedicated to your growth and development.
2. A starting base salary of $80,000 - $100,000 with regular commitments to reviews and performance rewards.
3. Matching RRSP.
4. Generous vacation and flex time.
5. Remote work.
6. A platform to voice your ideas and your concerns.

Commitment To Diversity, Inclusion And Equality:
Keeran Networks is committed to creating an employment opportunity that begins with inclusion, diversity, and equity. We welcome individuals from all backgrounds to apply including those of any race, ancestry, place of origin, colour, ethnic origin, ability, citizenship, creed, sex, sexuality, sexual orientation, gender identity, gender expression, same-sex partnership, age, marital status, family status, immigration status, receipt of public assistance, history of mental health issues, health status, political affiliation, learning difference, level of literacy, accent, first language, body type, physical appearance and abilities, stature, or socio-economic status.

To Apply:
Please submit your resume and cover letter online (in one document!). While we thank all candidates who apply, only those deemed qualified by the hiring manager will be contacted.