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2 months ago
For over 130 years, The Salvation Army has served vulnerable people in Canada and Bermuda, providing essential services such as food, clothing, and shelter. We are currently undergoing a significant digital transformation, revolutionizing our core capabilities to maximize service and mission outcomes.
The Service Desk Team Lead will provide operational leadership to the Service Desk team, ensuring the quality of service is maintained through regular evaluation of calls and tickets, and real-time coaching of Service Desk Analysts. This role will also drive continual improvement initiatives and assist with new technology implementations and adoption.
**Key Responsibilities:** * Full people management responsibilities, including recruitment, selection, onboarding, and performance management * Major incident responsibility, including identification, escalation, and timely follow-up * Guide Service Desk Technicians through technical troubleshooting * Maintain IT support documentation * Perform ticket and call evaluations as part of quality management * Analyze team performance trends and provide recommendations to the Service Desk * Monitor support channel SLAs and make recommendations for team priorities * Oversee the CSAT program, following up on customer survey feedback and implementing improvements * Ensure knowledge is easily available and equal among all team members * Regularly evaluate call and ticket quality for all Service Desk Technicians * Actively participate in and provide support for new and ongoing projects affecting customers or the Service Desk environment * Assist with pilots and testing, providing recommendations based on results * Ensure adequate SOP documentation is available before go-live dates * Complete payroll supervisory functions in UltiPro, including approving vacation, sick time, and timesheets for staff **Requirements:** * 2-year Diploma in a Computer and Technology field * Certificate in ITIL Foundations v3 or v4 or working towards the certification * Two or more years of supervisory experience leading a Service Desk or having a senior Service Desk role * Knowledge of computer hardware, including multi-function devices * Experience with a wide range of technical devices (desktops, laptops, thin clients, tablets, mobile) * Application support experience with Microsoft 365 required * Working knowledge of ServiceNow * Knowledge of Service Desk metrics (CSAT, NPS, ASA, GOS, AHT, FCR) * Experience with Service Desk reporting and dashboards * Experience with live (phone) support * Proven experience in identifying and implementing process improvements and CSI * Excellent written and verbal communication * Interest in working in an ITIL-driven environment and working knowledge of ITIL principles and processes * Proven analytical and problem-solving abilities * Strong coaching/training skills * A thoughtful leader, inquisitive and comfortable in challenging the status quo * Must be conscientious and reliable with a strong commitment to customer satisfaction and problem resolution * Keen attention to detail * Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills * Must possess empathy for people with problems and be able to tactfully deal and communicate with customers * Must possess a proactive and positive attitude * Must possess a sense of urgency and the ability to prioritize in a high-volume, fast-paced environment