Team Leader - Technical Support Specialists Team Leader - Technical Support Specialists …

Brookfield Asset Management
in Toronto, ON, Canada
Permanent, Full time
Be the first to apply
Competitive
Brookfield Asset Management
in Toronto, ON, Canada
Permanent, Full time
Be the first to apply
Competitive
Team Leader - Technical Support Specialists
Business Summary

Brookfield Asset Management Inc. ("Brookfield") is a global alternative asset manager with over $365 billion in assets under management. Brookfield has over a 120-year history of owning and operating assets with a focus on property, renewable power, infrastructure and private equity. Brookfield offers a range of public and private investment products and services, which leverage their expertise and experience and provide a distinct competitive advantage in the markets in which they operate. Brookfield is co-listed on the New York and Toronto Stock Exchanges under the symbols BAM and BAM.A, respectively, and on the NYSE Euronext under the symbol BAMA. For more information, please visit our web site at www.brookfield.com.

The Technology Group and Human Resources Services are internal functions providing global operations and business supports across Brookfield Asset Management business segments.

Position Summary

The Team Leader, Enhance Desk Side Services (EDSS) manages the day to day operations for EDSS, specifically the technical support specialist, to ensure efficient and effective management of assignments. He/she manages work effectively by prioritizing assignments and works on more than one task at a time.

The Team Leader will support a team of Technical Support Specialists that provide level 1.5 / 2 technical support and service for daily EDSS enrolled end user computer operations and project efforts in a complex computing environment. They will also support a wide range of IT services including but not limited to: PC, MAC, mobile devices, MFA, Video Conference, software and basic network support. They will also work with direct team members and TSG's clients and will contribute to continuously improving the end user experience. He/she may be required to work during non-business hours and on weekends. Travel may also be required.

Responsibilities

Team Leadership
  • Ensures the team is consistently delivering products & services up to the expected standards, always working on the highest priority deliverables and self-organizing
  • Takes responsibility for any issues or problems within the team and makes sure they are dealt with appropriately
  • Makes sure the team understands and adheres to departmental policies and procedures
  • Acts as example to all the members of the team in terms of communication, work product and value delivered
  • Demonstrates accountability for progress of work in-scope for the team and its alignment to department strategy
  • Clearly communicates and coaches team members to the best level of performance
  • Ability to work with TSG and client executives to manage relationships and provide status / initiative updates.
  • Identify opportunities for managing EDSS end user enrollments in both Toronto and NY.


Incident and Service Request Management
  • Provides quality service and takes ownership in: resolving incidents / service request; tracking end user systems and device inventory resulting in timely and efficient resolution to incidents / service request evidenced by meeting TSG's clients needs, meeting or exceeding TSG's SLA's and accurate data for asset management.
  • Proactively seeks information and utilizes creative problem solving skills along with standard operating procedures
  • Demonstrates relationship building, effective communication skills and quality service in the process of supporting, advising and educating TSG's clients on the use of end user computing hardware.
  • Demonstrates relationship building, effective communication skills with team members and third parties in the process of resolving incidents / service requests, knowledge transfer resulting in efficient and effective incident management.
  • Contributes to hardware, software, services enhancements by identifying when established procedures are not working and there are gaps in processes, and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.
  • Demonstrates quality service by actively contributing to customer satisfaction through advocating for TSG's clients needs, escalating incidents and requests, resulting in meeting or exceeding TSG's client's satisfaction metrics.
  • Point of escalation to address issues that are raised via management, executives and end users, owning and resolving to customer satisfaction in a priority manner.


Qualifications & Requirements

  • Strong and effective customer relationship management skills and process/practice experience
  • Experience in leading and overseeing third-party service provider service delivery execution and business governance
  • Demonstrate ability to establish and maintain effective relationships with TSG's clients management/employees in a manner that consistently meets TSG's expectations for exemplary customer service
  • Experience working with VIP/Executive end users and developing End User Services to meet the needs and demands.
  • Strong and effective customer relationship management skills and process/practice experience
  • Demonstrate ability to see issues from the customer's perspective, assesses urgency of requests and responds accordingly.
  • Ability to communicate clearly and effectively both verbally and in writing, to differing audiences
  • May require to travel to various locations outside of the corporate office
  • Punctual, regular, and consistent attendance is required
  • Knowledge of the ITIL Methodology
  • High degree or familiarity with some or all the following technologies: Windows 7/10, OSX, iOS, Microsoft Office, Internet Browsers, Local Account Management, Installs and removals, Registry, Command line, Service management systems, System Management Tools, VPN, RSA and Citrix Receiver
  • High degree or familiarity with some or all the following hardware: Desktop / Laptop, iPad, iPhone, Android Phones, Printers, Video Conferencing equipment, Cisco IP phones
  • Knowledge of wide area networks, TCP/IP and Server OS is desired.


Experience
  • Experience in a related role requiring, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.
  • Bachelor's degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience.


Brookfield welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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