United States Job Openings
Toronto Blue Jays
Supervisor, Technical Support
September 12, 2024
- Serve as a point of contact for complex technical user issues providing guidance and timely support in resolving them at our Player Development Complex and TD Ballpark.
- Collaborate with cross-functional teams, on system enhancements or new technology solutions that are being assessed and/or implemented.
- Supervise the Technical Support Analyst (TSA) including training, coaching, providing feedback and performance management.
- Develop and assist with implementing effective strategies, policies, and procedures with our Toronto based team to ensure efficient and high-quality technical support services.
- Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
- Maintain, or facilitate the maintenance of, computer systems, software applications, telephony, network and cabling infrastructure.
- Support functions include being the first point of contact for general IT calls, printers, phones, pc’s, applications and server/network infrastructure.
- Coordinate and implement hardware / software upgrades and replacements as required.
- Log all IT support activities and incidents in the incident tracking system, Service Now.
- Maintain accurate records and inventories of corporate assets (i.e. desktop, laptops, mobile devices, etc.)
- Ability to perform port level network configuration changes as required to assist with troubleshooting and incident remediation.
- Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support.
- Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
- Prepare and present reports on team performance, key metrics, and customer feedback to senior management.
- University degree or College diploma in Technology or other related field.
- Minimum 3 to 5 years of progressive IT deskside support experience.
- Hands on Cisco network configuration and troubleshooting experience required; CCNA an asset.
- Advanced support of Microsoft Windows 10 desktop environment and suite of applications.
- Experience providing both hands-on and over the phone end user support.
- Experience in creating procedural documentation.
- Previous experience with VOIP and IPTV technology.
- Knowledge of point of sale systems and Ticketmaster platform an asset.
- Ability to deal with and prioritize multiple tasks in a time sensitive environment.
- Excellent communication and facilitation skills.
- Ability to work independently and to meet defined deadlines with minimal supervision.
- Ability to legally work in the United States.
- Able to work evenings, weekends and holidays as required
- Valid drivers license
- Ability to speak Spanish is an asset but not required
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
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