Team Lead
- Winnipeg, MB
- Permanent
- Full-time
- Lead and mentor a team of IT technicians, ensuring effective resource management and a strong culture of performance and collaboration.
- Oversee day-to-day service delivery, including ticket management, escalation support, and ensuring resolution times meet or exceed client expectations.
- Recruit, develop, and retain top IT talent, providing coaching, feedback, and career development opportunities.
- Partner with account managers to deliver proactive client support, including technology roadmaps, vulnerability assessments, and scheduled maintenance.
- Serve as the primary escalation point for both clients and team members, ensuring timely resolution of issues.
- Prepare and deliver client account reviews, including performance reporting and recommendations for service improvements.
- Drive continuous improvement by implementing new processes, tools, and best practices that enhance team efficiency and client satisfaction.
- Post-secondary degree or diploma in IT or related field, or equivalent combination of education and experience.
- Minimum 5 years’ experience in IT operations with exposure to desktop, server, network, cloud technologies, and infrastructure monitoring.
- Prior leadership experience managing technical teams in a managed services, IT operations, or cloud services environment.
- Strong knowledge of service desk and customer support best practices.
- Familiarity with project management methodologies and ITIL frameworks (an asset).
- Excellent communication, leadership, and client relationship management skills.
- Competitive base salary (commensurate with experience)
- Performance-based incentives
- Comprehensive health and dental benefits
- Retirement savings plan with employer matching
- Hybrid work model (3 days onsite per week, 2 remote)
- Ongoing professional development and career growth opportunities