Lead, Desktop Support

Leadership & Mentorship

• Serve as a senior technical resource within the Service Desk team, providing advanced troubleshooting and resolution for complex hardware, software, and network issues.
• Mentor and guide Desktop Support Technicians through one-on-one meetings, fostering skill development and knowledge sharing to enhance team performance.
• Act as an escalation point for unresolved incidents, ensuring timely and effective resolution while maintaining clear communication with end-users.
• Develop and deliver training materials and oversee training of desktop support technicians to improve the technical capabilities of the Service Desk team.
• Collaborate with the Systems Administrator to ensure seamless integration between desktop support and systems administration functions.

Systems Support & Growth

• Support the Systems Administrator with scheduled maintenance tasks under direct supervision
• Learn server, storage, and cloud environment concepts through shadowing and assigned projects
• Deploy patches and updates to end-user devices following established procedures
• Assist with testing and validation of infrastructure changes in non-production environments

Incident Management & Communication

• Serve as the primary coordinator for IT incidents affecting multiple users or critical systems
• Triage incoming incidents to assess impact, urgency, and required response level
• Coordinate response efforts across IT team members and external vendors during major outages
• Draft and distribute timely communication to affected users regarding incidents, planned changes, and service updates
• Maintain incident status updates throughout resolution, ensuring stakeholders remain informed
• Document incident timelines, root causes, and resolutions in the ticketing system
• Conduct post-incident reviews to identify lessons learned and process improvements
• Manage the IT communication calendar for planned maintenance windows and system changes

Customer Service & Collaboration

• Participate in the ticket queue on an ongoing basis, prioritizing complex and escalated tickets. Increase frontline ticket participation during high-volume periods and when Technician coverage is reduced.
• Handle all client service requests with professionalism, positivity, and respect, ensuring a high standard of customer satisfaction.
• Work collaboratively with cross-functional teams to resolve issues and deliver projects on time and within scope.
• Maintain thorough documentation of incidents, requests, and resolutions within the helpdesk ticketing system.
• Build and maintain strong relationships with vendors, ensuring effective support and maximizing the value of service agreements.

Compliance & Security

• Ensure compliance with all relevant legislation, policies, and standards, including privacy, security, and health and safety requirements.
• Implement and enforce security best practices for end-user devices, servers, and cloud environments.
• Conduct regular audits of IT systems to identify and address potential vulnerabilities.

Other

• Act in a professional and responsible manner to protect the integrity of employees and the business of Rocky View County.
• Display a professional and ethical responsibility to protect privacy, use information appropriately, and maintain the confidentiality and security of all information related to employees, business, and residents of Rocky View County.
• Work in accordance with the requirements established by the RVC Health and Safety Program and the Alberta OHS Act, Regulation and Code.
• Take reasonable care to protect their health and safety and other persons at or in the vicinity of the worksite while they are working.
• Perform other duties and special projects as assigned.