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Service Desk Lead

2 months ago

Coquitlam, Canada Accoravillage Full time

Tuesday, September 10, 2024

As a leading manufacturer of nutritional supplements and other health-building products, we are dedicated to enhancing the wellbeing of our customers through research, development, and delivery of effective nutritional products. It is our mission to contribute to the lives of our customers, employees, suppliers, and the communities we serve, in a cooperative and sustainable manner.

Factors Group is looking for someone to join the team and lead the Service Desk. Are you a Tier 2 or Tier 3 looking for a step up? Or maybe you already have experience leading a service desk and want to get more involved in leading projects? If so, apply today, and Tamsin from the recruitment team would be happy to chat with you

In this role, you will be responsible for the day-to-day activities of the service desk, incidents, and escalations. Ensuring the team has what they need to perform their jobs and ensuring SLAs and KPIs are met.

Responsibilities:
  • Fostering a continuous improvement environment
  • Automation and building workflows within ITSM
  • Leading projects and researching new tools
  • Ensuring the team meets KPIs with great customer service
You have:
  • 5+ years of experience working on a service desk using ITSM tools
  • Experience leading and mentoring a team, and overseeing projects
  • Experience with the Microsoft suite including O365, Azure, Active Directory, Intune
  • ITIL Certification
What’s in it for you:
  • The freedom to research the best tools for us and train the team on them
  • The chance to lead a team but also be responsible for some technical aspects
  • Great growth opportunities within the role in terms of leading projects and within the company
  • Learning and development opportunities, paid for by Factors Group
  • Great healthcare benefits (including health and personal spending accounts)
  • Vacation and wellness days
  • Employee appreciation events
  • $200 per year to spend on company products
  • Employee discount pricing on company products
  • Employee assistance program
  • RRSP contributions
  • Optional access to your pay as soon as you earn it (at no additional cost or fees)

This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Only electronic applications can be accepted. This position will close when a competitive candidate pool has been identified. We thank you all for your applications, and a member of our team will contact you soon. All the best

All internal applicants will be given priority for consideration for the first five business days that this position is posted. After that five days, internal applicants will be considered along with all other applicants; however, are guaranteed at minimum a call from the Talent Acquisition team.

  • 2000 Brigantine Dr, Coquitlam, BC V3K 7B5, Canada
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