Innovatia Inc. is an industry-leading knowledge management company with expertise in information technology, telecommunications, oil and gas. We provide our customers, including some of the world’s most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical support, technical documentation, training, information auditing and consultation. The Team Lead is responsible for monitoring productivity and performance for our customers, along with mentoring and coaching of their team members. A successful Team Lead effectively and efficiently manages the day to day operations of their team, while building relationships to retain and grow customer satisfaction. Location: Saint John, NB Type: Regular Full Time Employment (40 hours/week) Responsibilities: Coach, mentor, and develop staff, scheduling regular one on one meetings with each employee Create, run and analyze Daily Reports and take required actions Proactive management and mitigation of issues to deliver strong customer-focused service Manage customer escalations in a timely manner, ensuring Technical Support personnel are handling the situation and make internal stakeholders aware of any potential issues Prepare for and attend any regular metric meetings with customers or internal stakeholders Provide oversight and direction to the employees in accordance with the organization's or customer's policies and procedures Provide effective performance management by setting quarterly expectations, reviewing progress and hold employees accountable for metrics and results Develop and implement continuous improvements of processes/procedures to ensure consistent delivery Build and foster a collaborative and strategic approach to provide quality service for clients Experience & Education: 2+years management experience in a Technical Support Centre Minimum 3 years of experience in the information technology field Experience performing the role of a Technical Support Specialist is considered an asset Experience interpreting analytics to determine areas and methods of improvement Effective leadership skills, with a strong focus on operations and business processes Able to identify key issues and creatively/strategically overcome challenges or obstacles Post-secondary education in a related field or a suitable combination of education and experience Personal attributes: High level of integrity, confidentially and accountability Sound analytical thinking, planning, prioritization, and execution skills Strong work ethic and time management skills Excellent communication skills, to clearly articulate what needs to be done and how to do it Coaching skills – ability to teach without doing and develop employees Action oriented, with a sense of urgency to get things done proactively Ability to foster accountability If you are curious, hard working, passionate, and committed to excellence, we think you’ll fit with us. To apply upload your cover letter and resume to www.innovatia.net/careers