Site IT Team Leader
TELUS Digital
Job Description
- Manages the day-to-day activities and performance of IT Support / Helpdesk personnel, ensuring the exercise of exemplary customer service to all internal customers. Supports call center Operations by ensuring the presence of competent Help Desk personnel at all times (i.24/7).
- Ensures that open / pending I.T. support cases are addressed and closed within the appropriate time frame, and the proper communication of such cases to the next Helpdesk Support shift for continuity. Escalates cases / issues to colleagues within the department (i.e. Sr. Network Administrator, Sr. Systems Administrator, I.T. Manager) when needing their input and expertise.
- Effectively manages the performance of desktop support and helpdesk personnel. Evaluates the performance of individuals against established procedures, policies, and processes. Reports the performance of personnel to I.T. Management on a regular basis. Counsels, trains, and coaches team members in best practic...