Team Lead, IT Support
Westland Insurance Group Ltd
Surrey, BC, Head Office
3d ago

Westland Insurance Group Ltd is growing and has a new opportunity for a Team Lead, IT Support at our Head Office located in beautiful South Surrey, BC .

This is a great opportunity to join our IT Operations team.

At Westland we have adapted and found a new normal as we navigate COVID-19 together. Our Talent Acquisition team wants you to know that while recruiting timelines have shifted, we’re being proactive in reviewing applications and have moved to a virtual recruitment model.

We’ve embraced telephone and video interviewing and continue to meet great people so that we’ll seamlessly be able to move hiring forward when the timing is right.

Currently, all of our teams are safely working away to continue providing excellent service to our clients and employees, both present and future.

Named the 2018 Big Brokerage of the Year by Insurance Business Canada, Westland is one of the largest independent insurance brokers in Canada with over 1400 employees in more than 130 offices throughout BC, Alberta and Saskatchewan.

We have experienced rapid expansion in the past 5 years and are positioned to continue on this growth path.

What we offer :
  • Base salary
  • Base salary
  • Comprehensive medical and dental benefits
  • Diverse mix of staff and demonstrated work / life balance
  • Career growth opportunities and continuing education programs
  • The Opportunity :

    The Team Lead, IT Support will oversee Support Desk staff and ensure Westland users receive excellent customer service and timely assistance for business continuity with minimal disruptions.

    This includes managing, prioritizing and coordinating Service Desk functions and ensuring consistent and quality performance.

    Responsibilities :

  • Oversees day-to-day operations of Service Desk staff including coaching, prioritizing workload, and operations planning.
  • Ensures high level of customer satisfaction by responding to and logging all customer questions, problems, and tracks through to resolution.
  • Monitors and manages Service Desk queue, ticket assignment, including re-assigning and distributing requests / tickets to other staff as appropriate;
  • follows-up on service tickets to ensure quality and accuracy.

  • Functions as primary point-of-contact for escalations by assigning appropriate team-members, keeping user updated and following-up to verify final resolution.
  • Evaluates problems and works with other IT teams to ensure timely resolution and user satisfaction.
  • Identifies training requirements and skill enhancement opportunities for Support staff; supports individual Personal Development Plans (PDPs) for each member of the Service Desk team.
  • Liaises with the business to determine its needs, communicates support staff capabilities, and ensures Service Desk preparedness to maximize customer satisfaction.
  • Documents, updates and communicates internal processes related to Support staff duties and responsibilities.
  • Fosters a superior team culture by helping resolve team issues, bridging training gaps, addressing grievances, communicating business vision and direction through weekly team and individual touch points.
  • Monitors and evaluates staff performance, identifies improvement areas, provides learning opportunities, and takes corrective action if necessary.
  • Effectively and regularly communicates ongoing operations and issues with Management and other departments.
  • Promotes a culture of continuous learning, accountability, and transparency.
  • Takes part in an out-of-hours escalation management rotation.
  • Undertakes any other duties of a similar level and responsibility as may be required from time to time.
  • Here’s what you bring :

  • Minimum 3 years’ experience in a management or supervisor role focused on delivering IT services
  • Well versed with ITIL Processes and ITSM implementations
  • Experience with ServiceNow is considered an asset
  • A customer centric mindset driven to develop and improve technology services and operations catering to customer needs and requirements
  • Broad knowledge of IT applications, processes, and infrastructure concepts & technologies
  • Strong level of technical skills, troubleshooting IT related issues with hardware, software & networking
  • Problem solving and analysis of fault scenarios under pressure with competing demands & conflicting priorities.
  • Experience establishing & maintaining collaborative and effective working relationships with others
  • Experience working independently with little direction.
  • Strong leadership skills including motivating team, guiding, and coaching individual team members, developing talent, and enhancing performance
  • Exceptional interpersonal, communication and relationship building skills
  • Strong problem solving and conflict resolution skills
  • Ability to work in a fast-paced environment and effectively meet deadlines
  • Excellent time management and organization skills with attention to detail and ability to multitask
  • Department : IT

    This is a non-management position

    This is a full time position

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