Remote Team Lead - System Support

Description:

• Intelerad is seeking a System Support Team Leader to lead a team of support technicians in providing world-class assistance in a healthcare environment.
• The role involves coaching, guiding, and motivating the team while maintaining high service standards and driving process improvements.
• Key responsibilities include leading and mentoring the team, acting as the first escalation point for technical and customer-service issues, and conducting regular training sessions.
• The Team Leader will ensure tickets are triaged, documented, and resolved according to service level agreements (SLAs).
• Responsibilities also include monitoring team workload, redistributing tasks, and reviewing overdue queues for timely follow-through.
• The position requires tracking and reporting on key metrics, identifying gaps in tools or processes, and collaborating with the System Support Manager on improvements.
• Effective communication across teams is essential to ensure knowledge sharing and seamless handling of escalations.
• The role promotes Intelerad’s values of innovation, accountability, and teamwork.

Requirements:

• Candidates must have proven experience in a technical support or system administration role, preferably in a healthcare or SaaS environment.
• Prior experience in leading, mentoring, or supervising a team is required, whether in a formal or informal capacity.
• Strong problem-solving, analytical, and organizational skills are essential for this position.
• Excellent communication and interpersonal skills are necessary to motivate and inspire team members.
• Familiarity with support ticketing systems and ITIL or similar service frameworks is considered an asset.

Benefits:

• The base pay for this position ranges from $85,000 CAD to $114,000 CAD per year, depending on job-related knowledge, skills, and experience.
• Intelerad offers a total compensation package that may include bonuses and other forms of compensation.
• Employees receive a full range of medical, financial, retirement, and paid time off (PTO) benefits.
• The company is committed to equal employment opportunities and complies with all relevant employment laws and regulations.