Team Leader
Core
Operational management of a HelpDesk technician team, ensuring adherence to procedures, service quality objectives, and daily production flow.
Role type
Team Leader (HelpDesk/IT Support)
Builds
IT support services for end-users
Domain
IT Service Management / HelpDesk
Deliverable
client delivery
Required skills
Team management, production planning, procedure implementation, knowledge management, staff onboarding and training, service quality reporting, technical fundamentals of service desk, environment diagnostics, bilingual communication (French/English)
Preferred skills
Experience coordinating HelpDesk or proximity technician teams, autonomy, analytical and synthesis skills
Technologies
Business applications, diagnostic tools, office environments
Responsibilities
Manage daily production and task prioritization, pilot procedure implementation and knowledge management, handle team integration and training, ensure optimal production functioning and service quality reporting, propose process optimizations, participate in user support interventions
Seniority
Mid-level, hands-on IC with team leadership
