Service Technician Team Lead

Leadership Responsibilities:  

• Build positive, collaborative relationships with internal departments and client contacts; 

• Act as the primary point of contact for Field Service Technicians’ daily work.  

• Monitor the progress and execution of incidents and adjust schedules accordingly to meet customers’ service levels and requirements. 

• Respond to tickets in areas that are at risk of service level failure or situations that require additional customer service or technical attention 

• Monitor and track Technicians’ hours, expenses and assigned tickets to ensure completeness and accuracy 

• Use Time and Ticket reporting to adjust schedules, resources, and processes to maximize service levels 

• Deliver timely reports to customers and Microserve management 

• Ensure customer satisfaction and respond to customer escalations 

• Adjust and improve service design using ITIL methodologies 

• Co-ordinate field services schedules, logistics and parts 

• Request, update and retire Credentials and Badges for client environments 

• Provide training, coaching, and guidance for Field Service Technicians 

• Responsible for effective performance management of Field Service Technicians 

• Responsible for ensuring your team is adequately staffed; involved in the hiring process for your team  

• Report on service requests and use reporting data to support invoicing 

• Participate in various team meetings  

• Perform additional duties as required 

 Technical Responsibilities: 

• Delivery of technical services to end users, specifically in desktop, laptop and printer hardware repair  

• Deskside and onsite troubleshooting of computer and printer problems 

• Configuring and reloading of OS  

• Add/move/change and install systems 

• Effective and timely use of call management and reporting tools  

• Accountable for servicing and repairing various other products such as printers, multi-function devices, copier, plotters etc as required  

• Maintaining a high level of customer satisfaction through clear spoken and written communication   

• Perform additional duties, as required. 

Qualifications and Education Requirements: 

• 3+ years of relevant experience either coordinating IT services or hardware and troubleshooting experience   

• Significant experience with MS Office Suite, SharePoint, preferred 

• Advanced knowledge of Windows 11, 10, 7, Microsoft Office suite  

• Technical certifications considered an asset (i.e. A+ Certification)  

• Previous experience using and gathering data from an IT service management system 

• Previous experience with scheduling and logistics preferred 

• Ability to establish and maintain positive customer relationships 

• Self-starter with the ability to work as an effective team leader 

• Knowledge of desktop hardware, preferably from an enterprise or business environment  

• Knowledge of software installation and troubleshooting in a Windows environment  

• Experience in PC assembly or repair  

• CompTIA A+ Certification (or similar) considered an asset 

• ITIL Certification considered an Asset 

• Vendor-specific hardware certification desired  

Position requirements: 

• Must be able to lift 50+ lbs.  

• Must be able to pass a criminal record check (CPIC)  

• Must have a valid driver’s license and access to a vehicle 

• Must be able and willing to travel to client’s sites within the within the Wider Metro Vancouver Region