IT Service Desk Team Leader

7 months ago

Mississauga, Canada Emergitel Full time

***:
The primary role of the Service Desk Team Lead is to provide expert-level technical, operational, process and procedural leadership on an everyday basis within the Service Desk team, through deep understanding of the end user environment being supported and ongoing monitoring of day-to-day items, thereby helping to drive quality service delivery to our internal customers. The Team Lead also works closely with Senior Service Desk Analysts/Manager to ensure resolution of both complex and aging support items, and coordinates endpoint-related projects as needed.
**WHAT’S IN IT FOR YOU?**
- Competitive salary
- Competitive health and benefit plan
- Competitive matched retirement savings program
- The opportunity to join a continuously growing organization with focus on Diversity and Inclusion
- The opportunity to work with an industry leader in manufacturing

**WHEN YOU JOIN US YOU WILL BE;**
Operational Delivery
- Oversee all incidents & requests from the Self Service ticketing queue and Service Desk mailbox, and ensure incoming items are consistently assigned out to the Service Desk Analysts/other teams as per defined process.
- Perform spot checks, monitor and enforce the team’s ticket handling quality e.g. completion of triage and detailed notes, assignment to correct teams, prompt ticket closure.
- Act as the key point of escalation for the business for any aging tickets or improvement opportunities.
- Ensure assignment and follow through for all escalated items.
- Monitors the team’s conformance with the Service Level Agreements.
- Design and deliver scheduled management reports on aging tickets. Identify and prioritize handling of these and ensure follow through by Service Desk Analysts.
- Maintain and publish the team’s schedule for phone support on a monthly or other scheduled basis, and monitor compliance to the published schedule. Adjust the schedule based on vacation or other team absences.
- Monitor business feedback from Customer Survey reports on a monthly basis, and ensure any immediate issues in handling a ticket are addressed. Publish out positive feedback to the team member/team and management. Advise management of any concerns.
- Provide monthly management report regarding team successes or kudos, or opportunities for improvement, based on monitored items.
- Proactively identify opportunities for standardization, documentation, process improvement or training needs within the Service Desk team. Seek approval for any proposed changes. Assist in scheduling and follow through to completion for approved items or changes, and subsequent adherence by Service Desk Analysts.
- Provide Service Desk presence and support, e.g. for outage communications, as may be needed during critical/high priority incidents, following established procedures defined in the Incident Management process.
- Proactively author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies.
- Support the Change Management process through distribution of associated end user communications for approved changes as may be needed.
- Assist management in defining new vendor arrangements, monitoring of existing SLOs, and communicating vendor procedures to the team.
- Assist management in defining hardware and software standards/policies. Ensure on-hand asset inventory levels meet support expectations, and that asset management and lifecycle procedures are consistently upheld by the team.
- Consistently lead by example for all defined best practice standards, and all departmental policies, processes and procedures.
- Act as escalation point within the team's on-call rotation.
- Additional duties as assigned by the Manager, Service Desk.

**Technical Expertise**
- Drive resolution of complex or aging technical items through depth of experience or research, peer collaboration, vendor support or other identified solution. Involvement of Manager / other IT teams / vendor support or other escalation paths for decision making / resolution as needed.
- Monitor for critical and high priority incidents, and ensure timely engagement of appropriate teams for resolution.
- Ensure accurate and complete root cause analysis and completion of Problem tickets owned by the Service Desk team.
- Responsible for timeliness, peer review and correct closure of endpoint-related change tickets.
- As assigned, or proactively, research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards and best practices. Make recommendations to Manager, Service Desk with detailed product evaluation, for inclusion in technology roadmap.

**Project Delivery**
- Serve as a primary contact for approved Service Desk projects. Engage Service Desk management for alignment with other day to day support needs.
- Key technical resource for major endpoint-related projects, or project lead for smaller initiatives, as required. Ensure alignment of activ

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