Job Description

Job Summary:

We are seeking a dedicated and customer-focused Team Leader to join our team in India. This position will be responsible for managing a team of Service Desk Technicians who provide remote technical support and assistance to end-users across the organization. They will play a crucial role in resolving IT-related issues remotely, ensuring the smooth operation of systems, and delivering exceptional customer service. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work effectively in a remote support environment.

What you will do:

• 
  Manage a team of Service Desk Technicians by creating an inspiring team environment, delegating tasks and oversee day-to-day operations.
• Set clear goals to team members, evaluate performance and provide feedback on a regular basis.
• Monitor overall team performance and report on metrics. Recognize high performance and reward accomplishments.
• Discover training needs and provide necessary coaching. Listen to team members feedback and resolve any issues or conflicts.
• Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bitlocker recovery, and o365 tools.
• Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs.
• Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques.
• Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.
• Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.
• Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.
• Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.
• Stay updated with the organization\'s IT policies, procedures, and technologies to ensure accurate and effective support delivery.

What you will need:

• 
  Bachelor\'s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 10 years of experience in an IT Service Desk or technical support role, preferably in a remote support environment.
• Proven work experience of 3 years as a team leader or supervisor.
• Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365.
• Proficiency in troubleshooting common desktop, laptop, and mobile device issues.
• Familiarity with remote support tools and technologies.
• Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users.
• Customer-centric approach with a passion for delivering exceptional customer service.
• Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.
• Experience working with IT Service Management practices (eg. Incident/problem/change management, etc.) using enterprise ticketing systems and tools.
• Willingness to work in different shifts to provide 24/7 support, if required.

If this describes you and you are interested in joining an industry leading and team orientated global organization that provides a competitive compensation and benefits package, we would like to hear from you!

About ATS Corporation:

ATS is an industry-leading automation solutions provider to many of the world\xe2\x80\x99s most successful companies. ATS uses its extensive knowledge base and global capabilities in custom automation, repeat automation, automation products and value-added services, including pre-automation and after-sales services, to address the sophisticated manufacturing automation systems and service needs of multinational customers in markets such as life sciences, food & beverage, transportation, consumer products, and energy. Founded in 1978, ATS employs over 6,000 people at more than 50 manufacturing facilities and over 75 offices in North America, Europe, Southeast Asia, and China. The Company\xe2\x80\x99s shares are traded on the Toronto Stock Exchange under the symbol ATS.

IT at ATS is fast paced and focused on continuous improvement. We leverage leading technologies to drive innovation and diversification from our competitors. Our solutions are rooted in automation and our technology capability is focused to elevate digital connectivity, collaboration, analytics, and self-service enablement. Our strategy is to drive global operational excellence and rethink how we deliver services while enabling growth of the organization through technology partnerships with our business segments and customers. ATS IT fosters professional development, digital impacting opportunities, and creative thinking. If you are searching for a career where you can make a digital impact, we want to hear from you!