Role Overview

Reporting to the Digital Information Systems Manager, the Lead, Site Support is responsible for providing operational leadership for the Service Desk and Site Support function at Trail Operations.  This role ensures the delivery of high-quality end-user hardware and application support across multiple service channels, while aligning local support operations with business objectives and corporate IT strategy.

Key Responsibilities

• Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
• Build a motivated, efficient, and enthusiastic team by fostering an open environment that encourages input from all members through coaching and mentoring.
• Provide specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests.
• Work closely with Corporate IT and other site leads to support effective communication, decision-making, problem solving, security alignment, and the delivery of cross-site initiatives and projects
• Administer and manage budgets, contracts, and assess management lifecycle for the Service Desk & Site Support group.  This includes end-user computing, printer fleet services, telephone and mobility services, cellular and mobile devices;  This role will review and  approve new and replacement device requests, oversee hardware refresh programs, and manage associated vendor contracts and costs.
• Oversee team member training and development, set strategy, and monitor progress toward individual and team goals.
• Assist IS Management is setting vision and direction for software selection and licensing cost management.
• Manage and coordinate cross functional implementation of standardized enterprise software environments.
• Lead and participate in projects related to the Site Support group and Service Desk as required.
• Provide regular status reporting, including service trends, Site Support performance updates, and staff development reports.
• Liaise with teams across the organization to ensure resource availability, resolve process roadblocks or gaps, and provide site input into technical standards

Qualifications

• Minimum 5 years working in a Service Desk and or Site Support environment
• A degree in Computer Science, Information Systems or related discipline or combination of education, training and experience.
• Prior supervisory experience preferred
• A+, Networking Fundamentals is preferred
• Microsoft role based certification at the Associate or Expert level, or equivalent demonstrated experience would be desirable.
• ITIL Foundation Certification preferred; experience with ServiceNow or a comparable IT Service Management (ITSM) platform is considered an asset.
• Demonstrated knowledge of IT industry trends and software and hardware technologies, with a solid understanding of IT Service Management (ITIL) processes. This role requires an understanding of customer satisfaction measurement and quality assurance requirements in the delivery of IT services.
• Ability to perform effectively in a fast-paced, high-pressure environment, managing competing priorities while maintaining a high level of service. Strong organizational skills and the ability to multitask and see projects through to successful completion are essential.
• Proven ability to work confidently and effectively with personnel at all levels of the organization. Strong organizational and analytical skills, the ability to prioritize effectively, and excellent customer service skills are critical to success in this role.

Benefits

• Annual Performance Bonus
• Profit Share Plan
• Health Spending Account
• Personal Spending Account
• Extended Health Care
• Dental and Vision Care
• Employer Paid Pension Plan
• Life Insurance and Disability Coverage
• Paid Sick Leave, Vacation, and Holidays
• Virtual Telemedicine and additional support for overall well-being
• Employer and Family Assistance Program (EFAP)