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Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-side scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon crates memorable moments through our stunning designs and innovative technologies.

Title: Service Desk Team Lead

Reports To: IT Manager

Job Purpose: Ensure Help Desk functions run smoothly, watching for recurring issues and identifying them for follow-up, training and mentoring any Service Desk associates. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Key Responsibilities:

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Alert management to emerging trends in incidents.

• Coordinate and implement Help Desk software functionality change.

• Assist in software releases and roll-outs according to Change Management best practices.

• Assist in providing Level 1 Support when request volumes are high.

• Record problems and create a team as necessary to investigate and resolve.

• Perform post-resolution follow ups with Level 1 Technicians as required.

• Act as an escalation point for advanced or difficult help requests. Apply diagnostic utilities to aid in troubleshooting.

• Escalate problems (when required) and chronic SLA breaches to the IT Operations Supervisor.

• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Develop help sheets and FAQ lists for end users.

• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Test fixes to ensure problem has been adequately resolved.

• Install anti-virus software and ensure virus definitions are up-to-date. Perform preventative maintenance, including checking and cleaning of servers.

• Reinforce SLAs to manage end-user expectations.

• Provide training and mentoring to all Service Desk and Co-op associates.

• Perform duties as defined in the Coordinator Role, including monitor unassigned tickets and assign to appropriate IT associate and identify missing or inaccurate information regarding categorization of ticket before assigning new tickets.

• Mandatory participation in 24/7 on-call rotation including holidays and week-ends.

Education & Experience:

• College diploma or university degree in the field of computer science; or 4 years’ relevant & equivalent work experience

• HDI Help Desk Technician training an asset

• Minimum 5 years’ support level experience

• CompTIA A+ and/or MCSC

• Knowledge of advanced computer hardware, including printers, desktops, etc

• Experience with desktop and server operating systems, including MicroSoft, ERP

• Extensive application support experience with MS Office, Outlook, telephony

• Working knowledge of a range of diagnostic utilities

• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes.

Specialized Skills:

• Exceptional written and oral communication skills

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

• Strong documentation skills

• Ability to conduct research into a wide range of computing issues is required

• Ability to absorb and retain information quickly

• Must be able to present ideas in user-friendly, business-friendly and technical language

• Proven and effective time management and prioritization skills while operating in a high-pressure environment

IGNITE YOUR CAREER, Some of our competitive benefits include:

• Competitive Compensation / Wages
• Medical, dental, and vision insurance
• Retirement Savings Plan (RRSP/DPSP)
• Tuition reimbursement
• Life insurance and disability coverage
• Associate Purchase Programs, Product Discounts, In-house Sales
• Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions
• Napoleon Cares – Associates helping Associates
• Employee Assistance Plan
• Napoleon Recognition Program
• GOevisits, virtual doctor visits
• And more!

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

We thank you for your interest in The Napoleon Group of Companies and for participating in our competition. Only those candidates selected for consideration will be contacted.