The Employee Technology Support Team provides first and second level support for hardware, software, collaboration, mobile and telecommunication systems and services used internally by the Rogers Group of Companies. The primary responsibility of the Technical Lead is to oversee the workflow of a team of support staff and ensure that the unit consistently attains or exceeds departmental objectives and customer service targets.

The Technical Lead is a full-time position, responsible for the critical functions of customer service and problem and incident management. The position demands technical troubleshooting skills on various platforms, a clear customer service orientation and a broad understanding of information technology. Strong interpersonal skills and a proven track record for motivating a team through coaching and influencing are also required.


Respond to support requests assigned by first level support and directly from customers
Act as first point of contact at supported locations
Oversee and motivate a team of assigned personnel - lead, monitor and motivate all member to achieve or exceed service targets. This includes all supervisory, coaching functions and staff shift scheduling as required. Act as an escalation point for their respective team.
Ensure consistent adherence to all policies and procedures for the department and assume duties of the ETS Manager as required/requested
Monitor training and performance of staff and assist and mentor staff in responding to challenging customer service or support issues
Ensure that any unresolved issues are promptly elevated to the next level of management for resolution.
Lead and coordinate activities of support and work with other IT departments to ensure requests are efficiently prioritized and completed within appropriate timeframes & drive process improvements within the Technology Support team
Act as a liaison with key support functions such as Desktop Engineering, Operations departments, Cyber Security and other teams
Take ownership of support requests from beginning to successful completion
Provide high quality IT support to the user community in a mixed PC and MAC environment.
Maintain, or facilitate the maintenance of computer systems, software applications, telephony, mobile devices and network infrastructure
Coordinate and implement hardware upgrades and replacements as required
Log all IT support activity in the ServiceNow ticketing system
Keep accurate records and inventories of corporate assets (i.e. desktops, laptops, mobile devices, etc.)
Craft and Maintain schedules of technicians and coordinate with Workforce management team for effective resource management
Ensure compliance with, and implementation of Rogers Corporate IT Standards
Liaise with Rogers ITS, HCL, Hardware / Software / Support vendors, Rogers Procurement
Communicate solutions and ideas with local team and IT staff at other locations
Provide regular statistical reporting to Technology Support Manager. Provide process improvement opportunities where possible.
Provide resourcing for IT Project Initiatives representing the best interest of end user services, representing our customer base.
May be required to work at other locations as directed
Participate in rotating after hours on-call schedule


Successful candidate must have provided a minimum of 5 years of customer service excellence in a support position in an IT-related role within a fairly complex technical environment
An aptitude for active leadership combined with the ability to motivate and challenge staff to excel is essential.
1 - 3 years’ experience in a supervisory or leadership role is required.
Successful candidate must have a strong customer service orientation, demonstrated ability to “multi-task” in a fast- paced environment and a clear aptitude for process development and problem solving
In addition to technical troubleshooting skills the candidate must possess excellent oral / written communication and analytical skills as well as strong organisational abilities.
Knowledge of Microsoft desktop operating systems (managing, configuring and trouble shooting)
Knowledge of MACs (managing, configuring and trouble shooting) is an asset
Project management skills
Experience in the creation of procedural documentation
Working knowledge of LDAP, AD, SSO, Azure AD, Office 365, Web Services, SCCM, ServiceNow, MS Teams, Condeco Room Booking and Sharepoint.
Network troubleshooting skills an asset
Ability to work both independently and as a team member

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