The Role

Venture is currently seeking an IT Support Team Lead to join our growing team. In this role, you will be primarily responsible for supervising the daily operations of our IT support team, ensuring efficient resolution of customer issues. Your role involves supervising, and mentoring a team of IT professionals, optimizing ticket handling, and enhancing customer service through continuous training and process improvement. Additionally, you will be responsible for providing Level 2 technical support when required. Strong leadership, sound judgement and problem-solving skills in a fast-paced environment are essential.

Management Roles & Responsibilities

• Monitoring SLA dashboards for service delivery metrics and goals.

• Monitoring active tickets to ensure timely resolution.

• Acting as the first point of escalation on, as well as advising and assisting the IT Support team with,
  process and operational questions.

• Responsible for enforcing and improving established processes, procedures, and policies for the IT Support and Break Fix team.

• Responsible for quality assurance of client onboardings and device configuration.

• Responsible for assisting with training and onboarding for new technicians

• Responsible for conducting training sessions to support the ongoing professional development of team members.

• Maintaining subject matter expertise for internal tools such as ConnectWise Manage and Automate.

• Responsible for IT Inventory Checks to maintain integrity of records.

• Help facilitate staff scheduling and resourcing for service requests and technical projects.

• Acting as a backup for inbound calls and inventory requests.

• Balance time between supervising and directly assisting the IT Support Team as necessary.

Technical Roles & Responsibilities

• Act as an escalated point of contact for Venture’s client service requests via email, phone calls, and tickets.

• Provide level 2
  desktop support
  on Windows, MacOS, and iOS devices.

• Monitor, identify and resolve potential mail delivery issues through Microsoft Defender for 365, Mimecast.

• Troubleshoot and diagnose basic to intermediate networking issues on Unifi, Cisco, and Meraki devices.

• Identify, diagnose and repair hardware issues; service printers, mobile phones,
  desktops, and laptops.

• Engage in advanced troubleshooting to tackle complex technical issues.

• Assist in maintaining and updating Venture’s technical support knowledge base.

• User account & device management in
  Active Directory and Entra ID (Azure AD).

• Perform basic changes and troubleshooting
  in
  Microsoft 365 environments.

• Configure and deploy workstations, mobile devices, and printers.

• Support Level 3 resources in projects and initiatives.

• Assist and guide Level 1 resources with their escalations, questions and inquiries.

• Actively develop and maintain
  client relationships through exceptional customer service.

• Participate in an afterhours standby rotation.

• Perform
  additional
  tasks based on business needs.

Qualifications & Skills

• Strong technical aptitude with the ability to quickly learn the client’s IT environment

• Strong leadership skills, and genuine desire to empower others to improve and succeed.

• Must be willing to travel within GTA; must have own vehicle and valid driver’s license

• Ability to lift 30
  50lbs

• Ability to work with non-technical users - simplifying complex information

• Willingness to work overtime when required

• Must be able to handle tight deadlines in a fast-paced environment

• 3+ years of experience with ConnectWise or a similar CRM ticket system

• 3+ years of experience in a service desk role providing IT support and troubleshooting - hardware and software

Nice to Have

• CompTIA Server+, Network+, or other relevant industry certifications