Service Team Lead

Looking for a workplace that values excellence and simplicity? At Yardstick Technologies, we excel in delivering top-notch solutions while simplifying complex challenges. We listen to our clients and team members, care about your growth, and celebrate every success together. Join us and make a real impact!

Our Story

Yardstick Technologies, founded in 2008, leads IT outsourcing for small and medium businesses in Western Canada. We help businesses make smart technology decisions to further their strategies. Our fixed-fee services include managed IT solutions, cloud computing, Backup and Disaster Recovery, IT strategy, and consulting. We believe technology should help your business “WIN” and be part of a greater vision. Many small businesses trust us as their IT partner.

What You’ll Be Doing: As a Service Team Lead, you will oversee Tier 2 and Tier 3 support teams, ensuring efficient handling of escalated issues. You will coordinate and prioritize escalated tickets to ensure timely resolution and act as the point of contact for complex technical issues that require advanced troubleshooting.

What You’ll Be Working On

• Team Management:
• Oversee Tier 2 and Tier 3 support teams.
• Coordinate and prioritize escalated tickets.
• Act as the point of contact for complex technical issues.
• Provide leadership, guidance, and support to team members.
• Monitor and evaluate team performance, providing feedback and coaching.
• Technical Leadership:
• Provide technical guidance and mentorship to Tier 2 and Tier 3 support staff.
• Lead by example by resolving high-priority or complex tickets.
• Stay updated with the latest industry trends and technologies.
• Ticket Management:
• Monitor and manage the ticketing system to ensure SLAs are met.
• Monitor and manage tickets over 10 days old to ensure timely resolution.
• Perform root cause analysis for recurring issues and implement preventive measures.
• Ensure documentation of all technical solutions and processes.
• Process Improvement:
• Identify areas for improvement in support processes.
• Develop and maintain standard operating procedures for the support team.
• Customer Satisfaction:
• Ensure high levels of customer satisfaction through effective communication and problem ownership.
• Handle customer escalations with professionalism and ensure issues are resolved to the customer’s satisfaction.
  

What We’re Looking For

• 5+ years experience in IT support, preferably in an MSP environment.
• Proven track record of managing and resolving complex technical issues.
• Post-secondary education in Information Technology.
• 5+ years of experience working within IT.
• 5+ years of experience with Windows Server Technologies.
• 5+ years of experience with Domains, GPOs, and Active Directory.
• Deep knowledge of IT systems, software, and network infrastructure.
• Proficiency in using and managing ticketing systems and remote support tools.
• Strong leadership and team management skills.
• Excellent interpersonal and communication skills.
• Strong analytical and problem-solving abilities.
• Relevant certifications such as AZ-104: Microsoft Azure Administrator, AZ-700: Microsoft Azure Network Engineer Associate, and Fortinet Certified Professional: Network Security (NSE4 equivalent).
  
  

Physical Requirements (include But Are Not Limited To)

• Ability to lift heavy IT equipment including but not limited to desktops, printers, workstations, and UPS etc. up to 50 lbs. without assistance.
  
  

Our Employee Perks

• Competitive salaries.
• Company lunches.
• Certification reimbursement.
• Paid parking.
• Comprehensive health and dental insurance.
• Retirement savings plan with up to 3% company matching.
• 3 weeks of paid time off annually, plus 11 days off on Alberta holidays.
• Flexible work environment.
  
  

We are excited about the possibility of you joining our team! If you’re passionate, driven, and ready to make a difference, we encourage you to apply for our open positions.

Explore our careers page at https://yardsticktechnologies.bamboohr.com/careers to view other opportunities and find the perfect fit for your skills and aspirations.