Site IT Team Leader

• Manages the day-to-day activities and performance of IT Support / Helpdesk personnel, ensuring the exercise of exemplary customer service to all internal customers. Supports call center Operations by ensuring the presence of competent Help Desk personnel at all times (i.24/7).
• Ensures that open / pending I.T. support cases are addressed and closed within the appropriate time frame, and the proper communication of such cases to the next Helpdesk Support shift for continuity. Escalates cases / issues to colleagues within the department (i.e. Sr. Network Administrator, Sr. Systems Administrator, I.T. Manager) when needing their input and expertise.
• Effectively manages the performance of desktop support and helpdesk personnel. Evaluates the performance of individuals against established procedures, policies, and processes. Reports the performance of personnel to I.T. Management on a regular basis. Counsels, trains, and coaches team members in best practices and skills development.
• Maintains close coordination with Network and Systems Administration groups within the department for problems / issues / concerns relating to either components (i.e. network configuration changes, applications updates, service packs, hotfixes, log-in problems, IP address assignments). Ensures that the problems are isolated and addressed when cases are passed-on to such groups. Documents all user (internal customer) and procedural processes.
• Collaborates with team members to share knowledge of issues and corresponding resolutions or workarounds.
• Manages complaint handling systems and seeks customer feedback to improve services.
• Maintains all desktop software and hardware inventory, compliance and audits. Keeps track of IT supplies and equipment and places orders once the quantity of spare units reaches critical limit.
• Lends the necessary assistance to I.T. Management in the installation of support systems for new call center sites / locations.

Required skills + qualities (technical):

• Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course
• 2-3 years IT support experience in a supervisory capacity
• Working knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair.
• Working knowledge of I.T. requirements / demands in call center Operations and organization, particularly in the area of Operations support.
• Skilled technical writer able to document problems and solutions for customers and other technical support personnel.

Required skills + qualities (non-technica

• l):Has good supervisory and people-management skil
• ls.Strong time and project management skil
• ls.Excellent oral and written communication skil
• ls.Fluency in the English langua
• ge.Adaptive to changing work schedules and working hou
• rs.Excellent problem determination techniq
• ue.Excellent customer orientati
• on.Well-organized and good follow through on commitments to custome
• rs.Strong problem-solving, decision-making, and analytical skil

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TELUS V

alues:TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our v

• alues:We passionately put our customers and communities
• firstWe embrace change and innovate courage
• ously We grow together through spirited tea

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At TELUS, we are committed to diversity and equitable access to employment opportunities based on

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