IT Team Lead

As the IT/OT Team Lead you will oversee the daily activities of a team of IT/OT technicians, ensuring their productivity, growth, and alignment with organizational goals. This role emphasizes task management, team performance, and coordination, while maintaining oversight of technical responsibilities related to network and IT infrastructure support.

Key Responsibilities:

Team Management

• Lead and supervise a team of IT/OT technicians, fostering a collaborative and productive work environment.
• Manage the scheduling and allocation of tasks, ensuring timely and efficient resolution of helpdesk tickets and field assignments.
• Provide coaching, mentorship, and professional development opportunities for team members.
• Conduct regular performance evaluations, offer constructive feedback, and address any performance issues proactively.
• Serve as the primary point of contact for escalations, resolving complex issues while supporting team growth.

Task Coordination

• Plan and prioritize team workloads to meet organizational goals and Service Level Agreements (SLAs).
• Ensure alignment of team efforts with client expectations and project deadlines.
• Monitor team performance metrics and generate reports for leadership, identifying opportunities for improvement.
• Oversee adherence to established protocols for documentation, ticket resolution, and asset management.

Operational Oversight

• Helpdesk Support: Ensure technicians provide efficient support for hardware, software, and network issues, both on-site and remotely.
• Field Operations: Coordinate field technician assignments for site visits, installations, and troubleshooting across Grande Prairie and surrounding areas.
• Technical Expertise: Provide guidance and hands-on support for escalated technical issues, ensuring high standards of service delivery.
• Documentation: Maintain and enforce standards for documentation and knowledge base updates, ensuring accuracy and completeness.

Leadership and Communication

• Act as a liaison between technicians, management, and clients, facilitating clear communication and issue resolution.
• Lead team meetings to discuss priorities, challenges, and updates on projects or initiatives.
• Champion a culture of accountability, innovation, and excellence within the team.

Qualifications:

• 3+ years of experience in a leadership or supervisory role, managing IT teams or technicians.
• Strong organizational and task management skills, with the ability to prioritize and delegate effectively.
• Excellent problem-solving and decision-making abilities, particularly under pressure.
• Hands-on experience in IT support, including networks, hardware, and software.
• Strong written and verbal communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Secondary education in Networking, Information Technology, or a related field is preferred.
• Valid Class 5 driver’s license for travel to client locations.
• Experience in an MSP is an asset.

Salary is competitive in line with experience.

If this sounds right for you, please email your resume to jobs@provisioninfotech.com and reference GPLEAD in the subject.

Job Type: Full-time

Pay: From $80,000.00 per year

Benefits:

• Paid time off
• Wellness program

Flexible language requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• IT: 5 years (required)
• Leadership: 3 years (required)

Licence/Certification:

• Class 5 Licence (required)

Location:

• Grande Prairie, AB (required)

Work Location: In person