Technical lead Jobs in Surrey, BC

Managed IT - Service Full Time Surrey, BC $85,000 - $110,000 CAD per year

Site is a modern growth partner, built for growing mid-market businesses. We are a full-service technology and strategy firm, and our mission is to become the #1 mid-market focused consultancy in North America. Our unique approach combines deep industry knowledge with cutting-edge technology solutions, setting us apart in the market.

Technical Support Team Lead

As a Technical Support Service Team Lead, you will play a pivotal role in helping lead and mentor our technical service desk team. Reporting to and working alongside the Service Manager, you will help oversee daily operations and ensure that all client IT support requests are addressed promptly and satisfactorily. You will lead by example, providing excellent customer service while also fostering a collaborative and productive work environment. Your technical knowledge and experience in Managed Services will be an asset.

What you’ll be doing :

• Lead and supervise the service team, including but not limited to scheduling, training, ticket reviews, and client escalations.
• Work with team members in performance evaluations.
• Act as the primary point of escalation for complex issues, ensuring quick resolution and customer satisfaction.
• Oversee ticket and phone queues to ensure proper ticket and call handling, including assigning tickets to techs and dealing with escalations.
• Monitor and manage service performance metrics to ensure KPIs are met, including response time and CSAT, and implement strategies to improve customer service quality.
• Collaborate with other departments as needed to ensure a cohesive approach to customer support and problem resolution.
• Develop and maintain comprehensive documentation of processes, policies, and resolutions.
• Manage ticketing system workflows, ensuring that tickets are prioritized, assigned, and resolved within agreed SLAs.
• Hands-on technical work may be required to support the team.
• Ability to lead / manage a Major Incident.
• Conduct regular daily team huddles to share updates, engage the team, and address daily challenges.
• Stay informed about industry best practices, emerging technologies, and trends in IT support to continually enhance the team's capabilities.
• Become an SME on day-to-day tools for the Service Desk team; Connectwise, Brightgauge, and Cloud Radial experience is an asset.
• Other duties as required.

A little bit about you :

SiteTechnology “Must Haves” :

Benefits of working for SiteTechnology :

A Commitment to Growth and Excellence :

SiteTechnology is dedicated to continuous improvement and growth. We aim to not only meet but exceed the expectations of our clients. Our goal is to be recognized not just as a provider of technology solutions, but as a true partner in our clients' journey towards digital transformation.

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