Technical Lead Service Desk
Top Benefits
About the role
Why you’ll love working here:
- high-performance, people-focused culture
- our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves
- learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth
- membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security
- competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).
- optional post-retirement health and dental benefits subsidized at 50%
- yoga classes, meditation workshops, nutritional consultations, and wellness seminars
- the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers
Job Summary
As a Service Desk Technical Lead at HOOPP, you will be part of a dynamic and client-focused IT team dedicated to delivering exceptional end-user support.
Reporting to the Team Lead, Service Desk Operations, the Service Desk Technical Lead will act as the technical escalation point for difficult support issues and executive clients. They will coordinate troubleshooting and response to larger problems and wide-spread incidents. The Service Desk Technical Lead will also provide technical leadership on the delivery of new services and mentor team members.
Our team values collaboration, learning, and delivering a white-glove support experience that empowers our colleagues to work efficiently and securely.
What You Will Do:
- Lead and coordinate Service Desks efforts in the troubleshooting and resolution of complex problem, security incidents and other major incident response activities.
- Identify incident and request trends and bottlenecks, lead investigations and address technical or process issues.
- Monitor service metrics and targets, addressing gaps with coaching, documentation, and process improvements.
- Act as the main point of contact for Incident, Problem, Change and Audit management processes.
- Act as the main point of contact for other manual, high-impact, or confidential processes.
- Form strong partnerships with external vendors and other IT teams to help enable smooth escalations paths and collaboration in supporting clients
- Maintain clear and accurate team knowledge base, by creating and reviewing documentation of team processes and procedures
- Ensure that established processes are effective, monitored, and are consistently followed to maintain the quality of the services delivered
- Model excellent client service for team members in handling client escalations, complex requests, and ambiguous situations.
- Provide technical guidance and expertise to the IT Service Desk team members, to ensure consistent and high-quality support can be provided by the team.
- Provide feedback and coaching to team members to help drive individual and team growth
- Lead the configuration and implementation of new tools, devices, and service procedures to meet the needs of Service Desk clients and stakeholders
- Identify, research and implement process improvements and Service Desk industry best practices
- Lead team in break down of requests, solution design and work planning
- Balance projects effort requirements and commitments with support and other KTLO demands.
- Maintain key operational vendor relationships for procurement, support and onboarding of new services.
- Participation of on call and after-hours support
What You Bring:
-
10+ years of experience in progressive IT Support roles combined with 3+ years in level 2 IT support experience
-
Experienced in providing complex IT support delivery and problem resolution.
-
Proven ability to understand the support needs of executives, traders and other high-profile clients.
-
Strong ability to provide technical mentorship to team members through collaboration and knowledge sharing.
-
Strong organization skills to plan and schedule work, usually within time frames of 2 weeks to 6 months
-
Strong technical and troubleshooting skills in areas relevant to end user IT support
-
Excellent problem-solving and analytical skills.
-
Excellent customer service skills including ability to manage high-profile client escalations and set proper expectations with clients and stakeholders
-
Strong communication skills, both written and verbal, and ability to communicate technical concepts to non-technical stakeholders
-
Experience with the following technologies:
- Operating systems: Windows 10, iOS, macOS
- End User hardware: laptops, desktops, docks, monitors, printers and other peripherals
- Active Directory User, Computer and Group Administration
- Office 365 Productivity Applications and Administrative Tools
- Intune Mobile Device Management
- Azure Virtual Machines
The expected annual base salary range for this role is: $71,000 - $109,000 CAD
The actual base salary offered to the successful candidate may vary based on multiple factors including, but not limited to, individual's expertise and level of experience applicable to the role they are being offered.
This role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text.
This job is for an existing vacancy.
About HOOPP (Healthcare of Ontario Pension Plan)
Established in 1960, the Healthcare of Ontario Pension Plan (HOOPP) is a multi-employer defined benefit pension plan for Ontario's hospital and community-based healthcare sector. We serve more than 460,000 members who provide valued healthcare services at more than 670 employers across the province. At HOOPP, we exist to provide a stable and reliable pension for our members that starts in retirement and is paid for life. As one of Canada's largest and most respected pension plans, HOOPP's net assets reached $112.6 billion at the end of 2023 and our funded status remained strong at 115%. HOOPP's core values - professional, accountable, collaborative, compassionate and trustworthy - guide our every interaction with our members, employers and employees.
We've become one of Canada's leading pension plans by consistently challenging ourselves and embracing innovation. From our unique investment management approach to our innovative technology and thought-provoking research, we constantly seek to push the boundaries, and we do this by hiring passionate, forward-thinking people. Our high-performance culture, which spans our head office in Toronto and our office in London (UK), is founded on collaboration, respect and belonging. HOOPP is an equal opportunity employer and we're proud of our diversity. We select applicants for employment solely on the basis of their qualifications. Should you require accommodation because of a disability during the recruitment and selection process, please contact our Human Resources team. We will be happy to consult with you so that arrangements can be made for reasonable accommodation.
Technical Lead Service Desk
Top Benefits
About the role
Why you’ll love working here:
- high-performance, people-focused culture
- our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves
- learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth
- membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security
- competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).
- optional post-retirement health and dental benefits subsidized at 50%
- yoga classes, meditation workshops, nutritional consultations, and wellness seminars
- the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers
Job Summary
As a Service Desk Technical Lead at HOOPP, you will be part of a dynamic and client-focused IT team dedicated to delivering exceptional end-user support.
Reporting to the Team Lead, Service Desk Operations, the Service Desk Technical Lead will act as the technical escalation point for difficult support issues and executive clients. They will coordinate troubleshooting and response to larger problems and wide-spread incidents. The Service Desk Technical Lead will also provide technical leadership on the delivery of new services and mentor team members.
Our team values collaboration, learning, and delivering a white-glove support experience that empowers our colleagues to work efficiently and securely.
What You Will Do:
- Lead and coordinate Service Desks efforts in the troubleshooting and resolution of complex problem, security incidents and other major incident response activities.
- Identify incident and request trends and bottlenecks, lead investigations and address technical or process issues.
- Monitor service metrics and targets, addressing gaps with coaching, documentation, and process improvements.
- Act as the main point of contact for Incident, Problem, Change and Audit management processes.
- Act as the main point of contact for other manual, high-impact, or confidential processes.
- Form strong partnerships with external vendors and other IT teams to help enable smooth escalations paths and collaboration in supporting clients
- Maintain clear and accurate team knowledge base, by creating and reviewing documentation of team processes and procedures
- Ensure that established processes are effective, monitored, and are consistently followed to maintain the quality of the services delivered
- Model excellent client service for team members in handling client escalations, complex requests, and ambiguous situations.
- Provide technical guidance and expertise to the IT Service Desk team members, to ensure consistent and high-quality support can be provided by the team.
- Provide feedback and coaching to team members to help drive individual and team growth
- Lead the configuration and implementation of new tools, devices, and service procedures to meet the needs of Service Desk clients and stakeholders
- Identify, research and implement process improvements and Service Desk industry best practices
- Lead team in break down of requests, solution design and work planning
- Balance projects effort requirements and commitments with support and other KTLO demands.
- Maintain key operational vendor relationships for procurement, support and onboarding of new services.
- Participation of on call and after-hours support
What You Bring:
-
10+ years of experience in progressive IT Support roles combined with 3+ years in level 2 IT support experience
-
Experienced in providing complex IT support delivery and problem resolution.
-
Proven ability to understand the support needs of executives, traders and other high-profile clients.
-
Strong ability to provide technical mentorship to team members through collaboration and knowledge sharing.
-
Strong organization skills to plan and schedule work, usually within time frames of 2 weeks to 6 months
-
Strong technical and troubleshooting skills in areas relevant to end user IT support
-
Excellent problem-solving and analytical skills.
-
Excellent customer service skills including ability to manage high-profile client escalations and set proper expectations with clients and stakeholders
-
Strong communication skills, both written and verbal, and ability to communicate technical concepts to non-technical stakeholders
-
Experience with the following technologies:
- Operating systems: Windows 10, iOS, macOS
- End User hardware: laptops, desktops, docks, monitors, printers and other peripherals
- Active Directory User, Computer and Group Administration
- Office 365 Productivity Applications and Administrative Tools
- Intune Mobile Device Management
- Azure Virtual Machines
The expected annual base salary range for this role is: $71,000 - $109,000 CAD
The actual base salary offered to the successful candidate may vary based on multiple factors including, but not limited to, individual's expertise and level of experience applicable to the role they are being offered.
This role is eligible to participate in discretionary incentive plan(s), subject to the terms and conditions of the applicable incentive plan text.
This job is for an existing vacancy.
About HOOPP (Healthcare of Ontario Pension Plan)
Established in 1960, the Healthcare of Ontario Pension Plan (HOOPP) is a multi-employer defined benefit pension plan for Ontario's hospital and community-based healthcare sector. We serve more than 460,000 members who provide valued healthcare services at more than 670 employers across the province. At HOOPP, we exist to provide a stable and reliable pension for our members that starts in retirement and is paid for life. As one of Canada's largest and most respected pension plans, HOOPP's net assets reached $112.6 billion at the end of 2023 and our funded status remained strong at 115%. HOOPP's core values - professional, accountable, collaborative, compassionate and trustworthy - guide our every interaction with our members, employers and employees.
We've become one of Canada's leading pension plans by consistently challenging ourselves and embracing innovation. From our unique investment management approach to our innovative technology and thought-provoking research, we constantly seek to push the boundaries, and we do this by hiring passionate, forward-thinking people. Our high-performance culture, which spans our head office in Toronto and our office in London (UK), is founded on collaboration, respect and belonging. HOOPP is an equal opportunity employer and we're proud of our diversity. We select applicants for employment solely on the basis of their qualifications. Should you require accommodation because of a disability during the recruitment and selection process, please contact our Human Resources team. We will be happy to consult with you so that arrangements can be made for reasonable accommodation.