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Team Lead, End User Computing


Head Office
Mississauga, Ontario

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! Recognized as Canada’s Most Admired Corporate CulturesGTA's Top 100 Employers, one of Canada’s Top 50 Fintech’s and North America’s Most Engaged Workplaces, we want the best and brightest to join our team.

We are a publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. Accredited by the Better Business Bureau, easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $45,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our vision to provide everyday Canadians the path for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 2000 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.

The Team Lead, End User Computing role is to lead, coach and train the Deskside staff and ensure that business clients are receiving the highest quality of customer & technical services in adherence to defined Service Level Agreements. This includes the responsibility of coordinating all procedures related to identification, prioritization and resolution of incidents or fulfillment of IT requests. Inclusive to this role is the day-to-day monitoring, tracking and coordination of all Deskside functions with a heavy focus on reporting, automation, and service improvements. This position will be reporting to the Manager, IT Operations.

Responsibilities:

  • Providing daily, weekly and monthly reporting on Deskside Queue
  • Analyze reporting and identify areas of improvement
  • Handle the scheduling of on-call support
  • Strong knowledge of SCCM, Intune, Asset Management and M365
  • Available to handle escalations from the field (retail locations) and act upon as required
  • Follow policies and procedures that outline how problems are identified, documented, assigned and corrected
  • Lead, coach and train Deskside staff on their day to day tasks and assignments
  • Track and analyze trends in Deskside requests and incidents and generate statistical reports
  • Provide quality assurance of all logged incidents and requests
  • Liaise and communicate with Business/IT staff and stakeholders for all on-going issues, queries, and statuses
  • Support all Deskside team members in the Administration and Configuration, upgrade and support of Network Accounts, VOIP, PC’s, Network Printers, Wireless Devices, and Videoconferencing equipment
  • Collaborate on IT Department and Business Department projects when necessary
  • Work with other departments to ensure that IT exceeds all Deskside objectives

Qualifications:

  • Strong understanding of Help Desk KPIs, reporting and data analysis
  • A leader who can drive the team forward for success
  • Customer service oriented with strong interpersonal skills
  • Excellent verbal and written communication skills to business end users
  • Experience with supervising Service Desk staff is a must
  • Ability to analyze and troubleshoot complex technical issues
  • Experience supporting and managing Microsoft Windows 10 and Office 365
  • Broad technical knowledge and experience in supporting workstation hardware and software configuration
  • Strong understanding of policies and procedures as it relates to Information Technology
  • Ability to work well in a team environment
  • Strong understanding of workstation patch management using Windows Update for Business or similar
  • Applications packaging knowledge is an asset
  • Understanding of modern workstation management using Intune and Company Portal

Please note: internally this role is referred to as Team Lead, IT Services,

Inclusion and Equal Opportunity Employment

goeasy is an equal opportunity employer. In addition, goeasy is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada.   Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information:

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.  

We thank all interested applicants, however we will only be contacting those for interview who possess the skills and qualifications outlined above.

Why should you work for goeasy?

To learn more about our great company please click the links below:

  

http://goeasy.com/careers/ 

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