Helical Pile Solutions is a deep foundations contractor with over 30 years of experience in the industry, recently acquired by Java Holdings Ltd. (“Java”). Java staff have over 50 years of experience building some of Canada’s largest electrical infrastructure projects. We are in search of an accomplished IT Service Desk Lead to join our team in the Calgary region. This role will have its home base at one of our Calgary office locations.
The IT Service Desk Lead, reporting directly to the Manager of Information Technology, plays a critical role in ensuring the seamless delivery of IT end-user services for the Java group of companies. This position places a strong emphasis on customer service and necessitates effective leadership skills for overseeing and guiding a team of IT support professionals. The IT Service Desk Lead must possess exceptional communication skills, technical expertise, and leadership acumen to excel in this role.
Position Summary:
Key Accountabilities:
Team Leadership
o Lead, mentor, and supervise both onsite and remote IT support technicians.
o Provide guidance, training, and support to team members.
o Ensure the team meets performance targets and adheres to established processes.
o Accurately track all hours in the ticketing system to facilitate company billing transfers for the Java IT Supported Group of Companies.
o Collaborate effectively with other teams within all Java Group companies.
Technical Support
o Serve as the primary point of escalation for complex technical issues.
o Assist in troubleshooting and resolving technical problems reported by end-users.
o Maintain an in-depth understanding of the organization's IT systems and software.
o Offer guidance on workstation standards and oversee the procurement of end-user devices and associated software licenses.
Customer Service
o Foster a customer-centric culture within the IT service desk team.
o Ensure that end-user inquiries and issues are addressed in a professional and timely manner.
o Maintain a high level of customer satisfaction through effective communication and problem resolution.
Documentation and Reporting
o Keep accurate records of service desk activities, including incident reports and service requests.
o Generate regular reports on service desk performance and key metrics.
o Identify areas for improvement and implement process enhancements.
IT Policies and Procedures
o Enforce IT policies and procedures, ensuring compliance among team members and end-users.
o Stay up-to-date with industry best practices and recommend improvements to existing processes.
Education and Work Experience Required:
o A post-secondary education in Computer Science or equivalent work experience.
o Minimum of 5+ years of relevant work experience, with a strong focus on Service Desk and Deskside Support.
o Minimum of 3+ years of experience in an IT Leadership role.
o Demonstrated ownership of the Workstation Imaging process.
o Experience in setting up, monitoring, and managing Anti-Malware and Anti-Virus systems.
o Familiarity with IT ticketing systems.
o Proficiency in Microsoft Windows Desktop Operating Systems.
o Practical experience with various workstation hardware vendors (e.g., Lenovo, Dell).
o Proven expertise in deploying mobile devices, particularly iOS.
o Demonstrated proficiency in user administration within Active Directory and Microsoft 365.
o Proficiency in using the Microsoft Office suite (Word, Excel, PowerPoint, and Visio).
Skills and Other Experience Desired:
o IT certifications (e.g., MCSE, MCSA, ITIL, etc.) would be considered an asset.
o Experience with Microsoft PowerShell is advantageous.
o Strong problem-solving and decision-making skills.
o Energetic, goal-oriented, detail-conscious, and methodical in their approach to projects.
o Excellent work ethic, strong written and verbal communication skills, and the ability to communicate effectively across various mediums while upholding the IT department’s commitment to customer excellence.
o Experience managing multi-stakeholder, fast-moving, complex projects.
o Ability to align with company core values (Innovation, Community, Excellence, Safety).
o Positive attitude, team player, and change agent.
Other Position Requirements:
o After-hours on-call availability in accordance with company policy.
o Valid driver’s license and potential use of a personal vehicle for travel.
o Regular travel to remote sites, amounting to approximately 15% of the time, is expected on a quarterly basis.
o Ability to sit for extended periods of time and use a computer.
o Lifting of computers, servers, and peripheral devices.
o Stay informed on new and emerging trends and technologies.
o Continual building of skills with training and certification.
Job Type: Full-time
Benefits:
- Dental care
- Extended health care
- RRSP match
Schedule:
- Monday to Friday
- Weekends as needed
Work Location: In person
