IT Helpdesk Team Leader

BDO Solutions Ltd is looking for an experienced IT Team Leader for the planning and organisation of their outsourced IT service operations.

MAIN DUTIES AND RESPONSIBILITIES:

Plan, organize, control and evaluate the outsourced IT Service operations.
Ensure maximum uptime for all application and systems
Incident and Queue Management
Proactive Maintenance of Applications and Systems
Motivate and inspire team members
Coordinate with customers as necessary
Lead by setting a good example (role model) – behaviour consistent with words
Coach and help develop team members; help resolve dysfunctional behaviour
Facilitate problem solving and collaboration
Strive for team consensus and win-win agreements
Ensure discussions and decisions lead toward closure
Maintain healthy group dynamics
Intervene when necessary to aid the group in resolving issues
Assure that the team members have the necessary education and training to effectively participate on the team
Help keep the team focused and on track
Provide status reporting of team activities against the program plan or schedule
Keep the Management informed of task accomplishment, issues and status
Escalate issues which cannot be resolved by the team

Education, Experience and Main Skills

University Degree in any field with 2 years of experience in a similar role (7 years of total working experience)
Ability to work 24/7 and on shift system (Canadian Working Hours)
Strong knowledge of ITIL and or ITIL Certified and or ITSM
Strong experience in a Team Leader role in an IT service organisation
Performance management experience is essential
Strong and proven leadership skills
Excellent organisational, planning and time management skills
Good communication skills (written, oral)
Complaint and escalation handling experience
Absence and shift planning management experience
Strong attention to detail
Good reporting skills

Other Skills

BDO Solutions Ltd