Discover

The Opportunity

Saint John, NB
Customer Service
Experienced
Full-time

Please Note: The Chapman Group is conducting this recruit on behalf of iSpire 

iSpire is seeking a Team Lead to join their Help Desk team. If you are efficient, detail-oriented and great at prioritization please keep reading. You are also a great communicator and are effective at leading a support team that is the first contact for all of our client’s IT needs.
Your typical day will be filled with making sure that incoming tickets are accurately and quickly triaged, ensuring we’re hitting key metrics, building our internal IT knowledge base, and coming up with innovative ways to better the IT experience for iSpire customers as we continue to grow.

About iSpire...

iSpire provides more than just a service. We are part of our client’s team. To do that, we take the time to understand their business. We go the extra mile to be valued partners, contributing to the success of each company.

At iSpire we are more than just a vendor, we are a critical partner for each of our clients. We have a close relationship with each client—one that focuses on their company’s continued success. To do that, we listen closely to their needs and always perform in their best interests, looking out for their immediate and long-term needs to help them grow.

What you'll do

Responsibilities

Specific responsibilities include:

  • Lead our IT Support Team
  • Drive constant improvement with service management, metrics, self-service and other ticket reduction approaches
  • Identify ways to streamline common processes and ensure we maximize value within the Support Team
  • Call Triage - Support requests must be routed to the correct support technician
  • Process Documentation - This position is critical to establishing the best practices for support. Processes must be carefully designed, documented, and shared to ensure consistent knowledge across the team members
  • Keep our knowledge base up-to-date and provide training when needed
  • Leading the IT Support team is a critical element of this position. The focus will be to delegate tasks to Customer Support Technicians and motivate them to complete tasks. This involves constantly training and mentoring Technicians to ensure their work exhibits consistent quality
  • Works collaboratively with the IT management team in the creation and support of IT Strategy, policy/regulation, security processes and IT organization optimization

What you'll need

Qualifications

Do you possess the following?

  • Great people skills and are driven to solve people's problems and make their day
  • Understand and are driven by using metrics to measure the team’s success
  • You have the ability to learn quickly and lead the team through change in a dynamic environment
  • Strong organizational, communication, human resource, and interpersonal skills, with a team-based approach to leadership
  • You have been in a lead role within an IT organization
  • Excellent communication and customer service skills – you work well with people and can put a frustrated user at ease
  • Computer proficiency (preferably in Microsoft Windows environment) to effectively communicate, gather data and generate reports
  • You have strong attention to detail and accuracy
  • The ability to work outside regular hours as required

If this sounds like the perfect opportunity for you… please submit a resume and cover letter by Monday, January 22, 2018. The Chapman Group will take good care of you through the initial stages of the application process.

We're looking for

Core Skills

Customer Support Metrics Team Leader Technical Knowledge Technical Support

A little bit about us

The Chapman Group

We are happy to support our client with this recruitment.

Are you interested?

Work With Us

Please Note: The Chapman Group is conducting this recruit on behalf of iSpire