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Service Technician Team Lead

Burnaby, BC
Full Time
5 days ago

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 Victoria, Calgary, and Edmonton, we employ over 450 team members, 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 Summary: 

Microserve is looking for a Service Technician, Team Lead to join our team in the Lower Mainland, BC supporting our vast cliental within the wider Metro Vancouver Region.  The Service Technician, Team Lead is responsible for providing leadership, coaching and support to other Service Technicians and for responding to onsite service calls for various clients.  

As the Service Technician, Team Lead you will support the Service Technicians with technical, procedural and customer service matters.  You will also be responsible for managing the time and productivity of your team, team workload, providing technical and procedural documentation and support the training on new procedures or for onboarding new clients. 

You will be the primary point of contact for our internal departments on all things related to how we can improve the productivity of the Service Technician Team so that our Technical Services goals and SLA’s are met.  The Service Technician Team Lead will act as a champion for Service Level Management. 


In the role of Service Technician, Team Lead the expectation is that the technical aspects and leadership duties of the role will each take roughly an equal amount of your time.   


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 

Information Technology