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Lead, Desktop Support in Vancouver at Western Forest Products Employee Network

Date Posted: 10/1/2018

Job Snapshot

Job Description

Western Forest Products is looking for a Lead, Desktop Support for our Corporate Office in Vancouver, BC.


The Lead, Desktop Support is responsible for providing hands-on end-user IT support to Western Forest Products executives and staff. Other areas of responsibility include leading the day-to-day operations of the Service Desk – monitoring KPIs, escalations and ticket handling performance, managing relationship with Service Desk vendor(s), SLAs, and focusing on delivering ongoing improvements in Service Desk performance. Additionally, this role will focus on leading the development of end-user device strategies and standards – with a focus on cost, stability, performance and usability; plans, builds and manages end-user device images and standards, updates and upgrades.  The Lead, Desktop Support is also responsible for the overall end-user device (PCs / laptops, tablets and mobile devices) experience.

The Lead, Desktop Support will report to the Manager, IT Infrastructure & Security and will work closely with other IT Team members.


IT Support:

  • Responding to customer enquiries and issues via phone, email and the IT ticket tracking tool within specified timeframes.
  • Scheduling, managing and communicating client requests for assistance, change requests and other such issues through the IT ticket tracking system; monitoring progress to ensure prompt and efficient resolution.
  • Gathering sufficient information to make an initial diagnosis; analyzing routine and complex issues or, when required, managing the escalation of more complex issues for resolution.
  • Performing installations and modifications to laptops, desktops, printers and monitors.
  • Supporting mobile devices.
  • Providing end-user training on system usage and applications as required.
  • As the primary IT contact for Western Executives and Board Members, perform other duties as required to deliver exceptional service.

Service Desk Management

  • Understand and implement IT Service Desk performance metrics.  Monitor metrics on an ongoing basis for the Monthly IT Scorecard
  • Hold vendor(s) accountable to meet / exceed established IT Service Desk performance metrics.  Work with vendor(s) to deliver ongoing improvements in IT Service Desk performance
  • Work with others on the IT Team to ensure IT incident management processes are well understood and adhered to
  • As required, work with the Manager, IT Infrastructure to provide ongoing company-wide communication / education regarding IT Service Desk

End-user computing

  • Understanding Western’s core business, and act as a customer advocate when deploying and supporting end-user computing solutions
  • With a focus on cost, stability, performance and usability, primary responsibility for leading the desktop refresh initiative.
  • Working closely with the IT Operations Team to establish and fine-tune end-user device imaging, deployment and management processes.
  • Maintaining current knowledge of products offered, application functionality and the high level architecture of our hosting environment.
  • Ability to create both internal IT and end user facing documentation

Team Leadership

  • Provide day to day leadership of the IT Service Desk team, provide guidance, mentoring and performance feedback on regular basis
  • Assure team has the tools and ability to meet performance and service metrics


Job Requirements


Education and Experience:

  • 5+ years experience in an IT Service Desk
  • 3+ IT Service Desk leadership responsibilities in a mid to large organization
  • ITIL Practitioner, Intermediate, Expert or Master certification is an asset.
  • Experience leading/supervising a team; providing day to day supervision, performance feedback and mentoring
  • Post-secondary education in a related discipline strongly preferred

Skills, knowledge and Required Competencies:

  • Strong customer service and interpersonal skills.  Ability to quickly establish credibility, and communicate effectively with senior business leaders and executives.
  • Sound knowledge of the principles, methodologies, tools and techniques utilized in providing IT support services.
  • Ability to communicate effectively both orally and in writing with clients, technical teams and other co-workers.
  • Ability to lead projects and project teams to roll-out new systems or achieve operational objectives.
  • Ability to gather information, diagnose and analyze a variety of technical and non-technical issues and provide information and/or solutions as required.
  • Well-developed analytical, problem solving, organizational and time management skills.
  • Track record of managing vendors to deliver quality IT services


Technical Knowledge:

  • Strong technical background with laptops, desktops, and printers.
  • Strong knowledge of desktop applications (MS Office etc.).
  • Familiarity with VoIP.
  • Sound networking background required to support and trouble-shoot LAN/WAN issues.
  • Working knowledge of Citrix connectivity (nice to have).
  • Experience with IT Service Desk tools and processes (ServiceDesk Plus)
  • Strong knowledge of tools used to build and deploy end-user device software images

This position will remain open until filled. Interested candidates are encouraged to apply early for consideration.
Internal candidates please apply to this posting and notify recruitment of your interest.