IT Support Team Leader

Job Title: IT Support Team Leader

Company: KX

Location: Canada

About KX:

At KX we build time-series, vector-native database solutions our customers use to unlock knowledge and predictive power they can act on with confidence. By simultaneously supporting unstructured and structured data, KX powers accurate, highly contextual results for AI and automation applications with transformative speed, unlimited scalability, and extremely low computing costs.

Customers across financial services, manufacturing, telecommunications, life sciences, and aerospace and defense industries use KX to enable real-time processing of vast time-series datasets, improve operational efficiency, speed up discovery, and enhance real-time situational awareness and cybersecurity. KX brings a proven track record of 30 years of customer success and operates from more than 15 offices across North America, Europe, and Asia Pacific.

Role Overview:

KX is seeking a proactive and experienced IT Support Team Leader to oversee our technical support team. The ideal candidate will have a strong background in IT support, coupled with proven leadership abilities and a passion for delivering exceptional customer service. This role involves leading a team of support technicians, managing service desk operations, and ensuring the timely resolution of IT issues to minimize downtime and optimize user productivity.

Responsibilities:

• Lead and mentor a team of IT support technicians, providing guidance, training, and performance feedback to ensure high-quality service delivery.

• Manage the day-to-day operations of the IT support team, including ticket management, workload distribution, and priority setting.

• Act as a point of escalation for complex technical issues, providing hands-on support and troubleshooting assistance to resolve incidents promptly.

• Collaborate with cross-functional teams to identify and implement process improvements, optimize workflows, and enhance the overall efficiency of the support function.

• Develop and maintain knowledge base articles, standard operating procedures (SOPs), and documentation to facilitate the resolution of common IT issues and promote self-service among end-users.

• Monitor key performance indicators (KPIs) and service level agreements (SLAs), analyzing trends and implementing corrective actions as needed to meet or exceed performance targets.

• Conduct regular performance reviews and one-on-one meetings with team members to assess performance, provide coaching, and support career development goals.

• Stay updated on emerging technologies and industry best practices, recommending innovative solutions to enhance the effectiveness and scalability of the IT support function.

Qualifications:

• Bachelor's degree in information technology, Computer Science, or related field.

• 8+ years of experience in IT support roles, with demonstrated leadership abilities.

• Strong technical expertise across a range of IT systems and platforms, including hardware, software, networking, and security.

• Proven track record of delivering excellent customer service and effectively managing customer relationships.

• Excellent communication and interpersonal skills, with the ability to communicate technical concepts to non-technical users.

• Ability to work well under pressure in a fast-paced environment and prioritize competing demands effectively.

• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.

• Join our dynamic team and lead the IT support function to success. Apply now to be considered for this exciting leadership opportunity.

Benefits

• A salary that reflects the candidate's experience, our pay policy, and the labour market

• Individually tailored training and skills development

• Private healthcare package, including coverage for partners and children.

• Employee Assistance Programme providing access to mental health support.

• Generous maternity and paternity package

• KX For Good" Program, we offer our team members Volunteer Days to actively participate in initiatives that bring about positive change in our local communities, making a difference that matters!

Why Choose KX?

• At KX, we're more than a technology firm; we're a family! Embrace flexible work hours, a competitive salary package, and a dynamic, inclusive culture that honours diversity and individuality.

• Curious by Nature: Curiosity is our DNA! Engage in dedicated weekly learning sessions to fuel your inquisitive mindset. Explore uncharted domains, acquire data-driven expertise, and stay ahead of the curve. We're dedicated to nurturing your growth and empowering you to scale new summits!

• In it Together: Impact matters! Through our engaging "KX For Good" volunteer initiatives, you can make a positive difference in your local community.

• Recognize & Celebrate: Your relentless effort and commitment won't go unnoticed! Our exceptional reward and recognition framework applauds your dedication and contributions. At KX, we uplift and celebrate every milestone in your journey to success!

Don't wait! Join the KX family and contribute to shaping the future of technology.

Note: Candidate personal data will be handled according to our Global Candidate Privacy Notice, we are an equal opportunity employer and are committed to OFCCP compliance.

To learn more about KX, please visit www.kx.com