Dillon Consulting Limited Looking for IT Support – Team Lead at Ontario Full Time

Are you someone with strong leadership and technical capabilities? Do you enjoy building relationships and working collaboratively in a team environment with both internal and external stakeholders? Are you a trusted partner and a problem solver? If you enjoy entrepreneurship and innovation, this opportunity is for you! As someone with excellent communication skills and business acumen, you will thrive in our fast-paced and agile environment.

Your opportunity

Dillon’s Information Technology group is looking for a IT Support – Team Lead to join our multidisciplinary team of professionals. You will have the opportunity to work on new and exciting projects while providing clients with a fully integrated and superior customer experience.

This position is available at our London office with the opportunity for flexible work arrangements to help balance the competing demands of work and personal life.

What your day will look like

Team Lead (94%)

• Coordinate and load balance IT Support Personnel to facilitate rapid issue response and resolution

• Act as subject matter expert and point of escalation for L1 and L2 support resources

• Define appropriate support policies, procedures, and technologies to improve on service delivery and execution of end-user support

• Analyze ticket trends to identify root cause problems and develop proactive solutions

• Work with IT leadership team to establish support team key performance indicators (KPIs) and service level agreements (SLAs)

• Measure, monitor, and provide dashboards to communicate the support team’s ability to meet or exceed key performance indicators (KPIs) and service level agreements (SLAs)

• Provide ownership of ticketing platform, seeking opportunities to better leverage existing or new technologies to facilitate better performance and automation

• Partner with technology delivery teams to plan for the support of new tools and services and improving the level of support provided for existing ones.

• Oversee daily operational management tasks for IT support personnel including but not limited to scheduling, onboarding/off boarding, and career development

• Share accountability for after-hours activities as needs arise

Learning and Development (6%)

• Commit to self-development and ongoing learning and professional development

• Contribute to Dillon’s corporate profile through active participation in professional associations and committees

What will you need to succeed

• Post-secondary degree or diploma in information technology or an IT related discipline or equivalent combination of education, training, and experience

• 5+ years leading support teams in large and complex IT environments

• Expert knowledge of Windows desktop platforms

• Elite technical troubleshooting ability

• Passion for driving service improvement and exceptional end-user experience

• In-depth understanding and experience of Information Technology support standards and best practices

• Excellent written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.

• Demonstrated ability to build and develop high performing support teams and processes

• Experience developing IT support metrics and reports

• Exposure to one or more ITSM platforms

• Ability to coordinate, prioritize and complete multiple tasks and multiple priorities in a high-pressure environment

• Strong forward thinking, analytical, interpersonal, and problem-solving skills

• Desire to learn and explore new technologies

Any of the following are considered distinct assets:

• ITIL certification

• CompTIA A+ certification

• Google IT Support Professional certification

Why choose Dillon

Dillon is powered by people who are technically proficient, passionate about socially important projects, and motivated to deliver superior, tangible results. We strive to remain at the forefront of technology and innovation, and are empowered to continually grow and develop.

We live our core values:

• Reliability: words that result in actions build trust;

• Achievement: do the work to hit the target;

• Continuous development: always learning; always adapting; always growing;

• Creativity: discover new possibilities;

• Courage: do the things that matter, especially when it’s hard;

• Inclusiveness: enabling belonging to draw strength from our differences

In addition, we offer:

• Employee share purchase plan

• Dillon is 100% employee owned and share ownership is open to all full-time regular employees

• A competitive compensation package

• Comprehensive health benefits

• Generous retirement savings plan

• Student loan repayment assistance with matching employer contributions

• Flexible work hours

• Dillon values its staff and the contributions that are made each day and understands that work arrangements can differ based on personal needs and business needs. We are taking a trust-based approach to offer a variety of flexible work options to help balance the competing demands of work and personal life.

• Learning and Development opportunities

• As a knowledge-based business, the organic growth of our knowledge and skills occur through our work performance and roles. The creation and sharing of knowledge allows us to take local knowledge to scale, capture lessons learned through experience, and continuously improve service delivery. The development of self and others is an evident and measured core behaviour within our organization

• We use a composite approach to development including coaching to build the how, mentoring to share lessons, advising to round out perspectives, and co-creation of knowledge through internal learning opportunities

• Focus on Innovation

• The ability to anticipate, examine, and adopt new and innovative solutions is a crucial driver for the continual and progressive advancement of our business performance. In our culture, people are empowered to reflect and question current practices and seek forward looking solutions to today’s problems and tomorrow’s opportunities

• Employee and Family Assistance Program (EFAP)

• A variety of EFAP tools and online resources to support well-being are available to all employees

• Wellness Subsidy

• Our employees can take advantage of wellness subsidy that can be put towards expenses for a variety of health and/or wellness related activities such as gym membership, purchase of home fitness equipment, yoga classes and dance classes

About Dillon

Dillon is a proudly Canadian, employee-owned, professional consulting firm specializing in planning, engineering, environmental science and management. We partner with clients to provide committed, collaborative, and inventive solutions to complex, multi-faceted projects. With over 20 offices and more than 1000 employees across Canada, Dillon offers a wide range of services related to building and improving facilities and infrastructure, protecting the environment, and developing communities.

Now operating for over 75 years, we continue to strive for excellence in everything we do. Dillon has been listed as one of Canada’s Best Managed Companies for the past 16 years and has the distinction of having achieved Platinum Club member status in this program.

Employment Equity, Diversity & Inclusion at Dillon:

Dillon is committed to the principles of employment equity, inclusiveness, and diversity within our organization. We strive to achieve a workplace where opportunities are based on skills and abilities and that respects and values differences.

Inclusion is more than a word to us, it is the way we choose to run our business. Please connect with us if you require accommodation in the interview process. We would love to hear from you!

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Job ID: 2022-2629

Business Group: Corporate Services

Street: 130 Dufferin Avenue