About us:
At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Halifax, Victoria, Calgary, and Edmonton, we employ over 550 staff, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.
Position Overview and Summary:
Microserve is currently looking for an End User Compute Team Lead to work closely with our Service Delivery Manager and provide operational oversight, project management, and leadership for the delivery of services in Calgary, AB for our client and will report into our Calgary Services Manager.
The End User Compute Team Lead will drive operational and service excellence. The End User Compute Team Lead is responsible for co-coordinating the delivery of services into key enterprise clients by acting as the bridge between the client and our operational delivery teams. This role will have a hands-on ITIL approach and will be expected to lead by example and will also be responsible for leading various projects in relation to service delivery.
This is an ideal position for an individual with an IT background who is looking for a role that incorporates project management, leadership, and client relationship management aspects, while still working closely with technology.
Key Responsibilities
- Responsible for overseeing and coordinating all aspects of service delivery including ongoing operational support and project-based services for specific clients.
- Lead team members effectively while enabling growth.
- Coordinate schedules and resources, liaising between clients and Microserve Service Delivery teams.
- Perform ongoing service level management, monitoring all service activity, reporting, and offering continuous improvement opportunities on issues that are identified and brought forward.
- Monitor Services engagements on an ongoing basis and escalate any issues to the Senior Technical Services Manager and/or Client/Account Managers
- Monitor and manage the Enhanced Executive Support and VIP requests and responds to any requests from section staff.
- Document policy and procedures to support on-going operations.
- Work closely with Services Team to make sure that time tracking, and invoicing remains current and up to date.
Project Management:
- Produce project plans and schedules required for the successful delivery of project.
- Gather, analyze, and be familiar with all phases of the system development lifecycle.
- Manage the daily operations of project team virtually and via team meetings.
- Collaborate with technical resources, business subject matter experts to establish technical performance needs.
- Guide the successful achievement of objectives, in collaboration with other members of the leadership team.
- Recommend information technology strategies, policies and procedures through identifying problems, evaluating trends and anticipating requirements.
Qualification and Requirements:
- Information Technology related training/education/certification, degree or diploma or a combination of relevant training and experience.
- 3 years in a Deskside Support environment, analyzing, coordinating, managing and resolving the following:
- Microsoft Windows and Office incidents
- Prioritization of incidents and requests
- Customer escalations
- Workplace technology incidents and requests
- 1-2 Years leading Service Desk or Deskside teams required.
- Demonstrated understanding of IT infrastructure related technologies and projects.
- ITIL foundations or other related certifications (mandatory).
- Demonstrated skills and experience in IT project management is required, including any of practical experience, related education and certification.
- Strong Microsoft Office skills, including Excel, Visio and Project.
- Exceptional organizational skills and attention to detail.
- Ability to multitask and handle many different concurrent tasks to ensure all projects are completed on time.
- Strong analytical, planning, and budgeting skills.
- PMP certification or working towards certification is considered an asset.
- Successful completion of a Criminal Background check.