Global Service Desk Team Lead

6 months ago


Edmonton, Canada Long View Systems Full time

**Are you passionate about leading people and going above and beyond to deliver an exceptional experience for clients?
We are looking for a dynamic and customer-oriented **Global** **Service Desk Team Lead** for our Integrated Global Services team located in **Calgary, Edmonton, or Toronto** You will lead an amazing team of individuals while supporting a number of clients across our organization in this fast paced, challenging and rewarding role.

**A Day in the Life**:

- Ensure the service desk support teams deliver professional, customer-focused, and high performing support
- Maintain, improve, and regularly report on infrastructure support methods, standards, and KPIs & SLAs across all supported hardware and software
- Continuously review the enterprise and services supported for issues or efficiencies, proactively working with the client to inform them and make recommendations for service improvement
- Assist with the development and implementation of business continuity and service recovery plans and activities
- Lead the development of standard support procedures and documentation to ensure the supportability and availability of the infrastructure
- Develop and maintain effective working relationships with the users and process owners, outside partners and vendors and key business stakeholders
- Provide coaching and mentoring to team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards

**What You Bring**:

- 3-5 years of experience in an IT team lead role or similar
- 5+ years of experience in an IT support role
- Strong leadership and organizational skills
- High level of initiative and work ethic
- Motivation and a self-starting mindset
- Accountability and a team-oriented attitude
- Passion for creating and delivering an exceptional client experience
- Amazing interpersonal skills with a high degree of self-awareness & empathy
- Excellent problem-solving and multitasking skills

**What Makes You Extra Awesome**:

- Experience leading a service desk
- ITIL Certification
- Entrepreneurial mindset
- Passion to learn and grow

**Why Work at Long View?**:

- ** Great people and culture**:

- ** Career growth **- Permanent staff positions, paid training, career life planning, and relocation and travel opportunities
- ** Interesting work **- Be part of exciting projects while accessing all the latest technologies
- ** Flexible environment **- A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness


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