Support Team Lead with a background in network and database management to oversee and mentor a growing team of support analysts, manage ticketing workflows

Our Calgary client is looking for a Support Team Lead with a background in network and database management to oversee and mentor a growing team of support analysts, manage ticketing workflows, and ensure timely, effective client support.

Office located downtown Calgary, in office required 4 days/week.

Must Haves:

• 10+ years experience of IT Technical, Application and/or Systems Support, Administration or Analyst experience.
• 2+ years of formal experience as a Team Lead or Manager overseeing a support team
• Networking and Database management experience
• Ticketing system (Zendesk) experience

Nice to Haves:

• SCADA Host, DCS, or HMI systems experience
• ESQL, Windows Server, and/or VB.NET experience
• Remote monitoring (cellular, radio, and serial communications) experience
• Oilfield automation, compliance, or operations industry experience

Responsibilities:

• Lead and manage a team of SCADA Support Analysts, providing guidance, mentorship, and performance feedback.
• Oversee the ticketing system ensuring timely resolution of support requests and effective ticket management.
• Managing workflows, setting priorities, and tracking key metrics.
• Collaborate with cross-functional teams to improve support processes and implement best practices.
• Maintain strong client relationships by ensuring high-quality support and responsiveness to client needs.
• Track and report on key support metrics to assess team performance and identify improvement opportunities.
• Coordinate with field staff, control room operators, and IT personnel to address more complex support needs.