Team Lead, IT Service Delivery – SMS Equipment Inc. – Acheson, AB Freelance

SMS Equipment offers rewarding careers in the heavy equipment industry across Canada. As the largest Komatsu dealer in North America, SMS Equipment gives you the opportunity to represent world-class quality in our product offerings and customer service. A few of the many benefits of working with SMS Equipment include: competitive wages, comprehensive group benefits plans, and RRSP matching.

The Team Lead, IT Service Delivery oversees the day-to-day operations of the IT Service Delivery team as well as ensuring that daily operational tasks, handled by the TELUS Managed Service Desk and Tier 2/3 support teams are being delivered within the defined service levels. As the Team Lead, this role is responsible for delegating tasks and setting deadlines in order to meet the requirements of the business.

The Team Lead, IT Service Delivery is also responsible for the Problem Management process, serving the role of Problem Manager. In this role, the Team Lead will be involved in the identification of problems as well as managing problems throughout their lifecycle.

Additionally, the Team Lead, IT Service Delivery will attend weekly Change Advisory Board (CAB) meetings, serving as the representative for the IT Service Delivery team.

Team Lead:

• Oversee the day-to-day operations of the IT Service Delivery team
• Delegate tasks and ensures that they are actioned timely and accurately
• Serve as a point of escalation for the IT Support Analysts

Provide guidance on, including but not limited to:

SMS processes

• Computer workstations
• Client applications
• Mobile devices
• Business Applications

Coaching and documentation:

• Involvement in the creation of documentation for known technical issues
• Provide coaching and knowledge transfer for the SMS IT Service Desk

Involvement in projects, including but not limited to:

• ITSM updates and improvements
• Computer workstations
• Client applications
• Mobile devices
• Business Applications

Involvement in the creation and/or improvement of Service Delivery processes, including but not limited to:

• Incident Management
• Problem Management
• Knowledge Management
• Asset Management
• Security Management
• Change Management

Problem Manager

• Involvement in the identification of Problems based on:
  • Multiple occurrences of the same incident
  • Impact to the business
  • Information from the Event Management process
• Manage the lifecycle of identified Problems

Knowledge, Skills, and Abilities

• A minimum of 3 years experience as a Tier 2 Support Analyst providing end user support to desktop, mobile and business applications (i.e., Windows 10, Office 365, Mobile devices, ITSM and ERP platforms)
• Post-secondary education in a related field
• In depth knowledge of Microsoft operating systems, Office, Apple IOS
• Excellent troubleshooting and analysis skills
• Strong communication skills and the ability to communicate technical issues in non-technical terms
• Bilingualism considered an asset

This position will have indirect responsibility for contractors assigned to the Help Desk, as well as direct responsibility for 3 Tier 2 IT Support Analysts employed by SMS Equipment.