Maple Leaf Sports & Entertainment (MLSE) one of the world's premier sports and entertainment companies, owns the Toronto Maple Leafs (NHL), Toronto Raptors (NBA), Toronto FC (MLS), Toronto Argonauts (CFL), Toronto Marlies (AHL), Raptors 905 (NBA D-League), TFC II (USL) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League. Its charitable arm, MLSE Foundation, focuses on funding initiatives to support youth through sport and recreational programs. In 2017 MLSE Foundation, with support of community and corporate partners, built MLSE LaunchPad, a 42,000-sq. ft. space dedicated to programming that support its four Pillars: Healthy Body, Healthy Mind, Ready For School and Ready For Work.

MLSE’s common purpose is to unite and empower employees to deliver extraordinary moments to our fans and each other.

Who We Are

We celebrate the diversity, individuality, and personality of our peers, striving to be the best in class, in every class. We believe in Respect, Resilience, Commitment, and Ambition. We work for, with, and around the people that inspire us to try, persist, and achieve more.

Our work goes beyond games, seasons, trophies, and tours. Our success is measured by more than a scoreboard. Our team is stronger when we stand united. We create, we celebrate, we build, and we become better!

What we choose to do next, means everything! It defines greatness, builds character, makes history, and brings the world to its feet.

So, are you in?

SUMMARY

As a vital member of our IT service support, you will ensure that all parties, clients and technicians, are supplied with ample information to ensure exceptional customer service.  In addition, you will liaise between the IT Department and the business units by performing various IT technical support, customer service and record-keeping tasks.  Your dedication, passion, and commitment to teamwork will inspire others while fostering our culture of accountability & customer service.  Specifically, the Technology Team Lead role is responsible for managing IT incidents reported by internal clients, providing initial support (including investigation and diagnosis of the issue), recording the incident, restoring service where possible, and assigning incidents to Level 3 support teams as required. 

ROLE RESPONSIBILITIES

• Single point of contact for all technical support requests from certain business units & log these in the Incident Management System.
• Expedited resolution of at least 85% of all incidents on the first contact and as required by the business as it pertains to their game operations.
• Understand Service Level Agreements (SLAs) associated with the user community and the impact of support issues to help determine the prioritization in relation to other existing workloads.
• Effectively resolve problems or contribute to the escalation direction of the ticket to the appropriate response group based on general knowledge of PCs, operating systems (Windows, Mac OS), and various user programs.
• Configuring and setting up mobile devices for the team and providing support
• Offer technical assistance on hardware and applications (primarily Microsoft stack and some special applications used by team).
• Familiarity with Rinknet Scouting software (or similar video editing platforms) and MAC management platforms (e.g. JAMF) will be considered an asset.
• Maintain effective lines of communication with higher support groups and administrators, working with these groups to ensure unresolved problems are handled appropriately, identify problem trends, and root causes eliminated.
• Demonstrate multi-tasking and follow-up skills.
• Ability to recognize trends and patterns and escalate to Level 3 support. 
• Prepare and maintain operational documentation, including Incident Management, Security Administration, Asset and Request Management.  Contribute technical content and departmental procedures to the Service Desk Knowledge Base.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Flexible schedule as demanded by the business and its schedule.
• Ability to travel to different locations as dictated by the job function and business demands.

• Minimum 3 years of technical working experience with a very strong background in Windows 7 & 10 and Office 365.
• Working knowledge of Microsoft Active Directory and GPO
• Microsoft Certified Solutions Associates (MCSA) or Microsoft Certified Systems Engineer (MCSE) and have a post-secondary Information Technology diploma or Computer Science Degree would be a definite asset. 
• Basic knowledge of network devices (routers, firewalls, switches) and endpoint network troubleshooting.
• Knowledge of Information Technology Infrastructure Library (ITIL) best practices is an asset.
• Advance expertise and solid working knowledge of PC hardware - the ability to set up, configure and rebuild workstations & printers. 
• Prior experience setting up and troubleshooting MAC OS - MacBook, iOS - iPhones and iPads set up and troubleshooting. Experience in management platforms like JAMF knowledge.  Experience with Android tablets and phones.
• Deployment and support experience in Lenovo & Dell platform laptops.
• Exceptional written and verbal communication skills; ability to present ideas in user-friendly language; proven ability to listen, understand and communicate effectively; keen attention to details; proven analytical and problem-solving abilities; active self-starter with a proven ability to take the initiative and be proactive.
• Exceptional organizational skills with the ability to effectively prioritize and execute dynamic tasks and in a fast-paced environment.
• Flexible work schedule including availability to work evenings, weekends & holidays as required by the business.

Please apply by: December 10, 2021

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Maple Leaf Sports & Entertainment Partnership will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email [email protected]. Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.