Team Lead Service Desk

2 weeks ago


Welland, Canada Niagara Catholic District School Board Full time

**Are you a strong leader with a passion for excellence in customer service? Do you have outstanding troubleshooting skills with an ability to thrive in a fast-paced environment? If you answered yes to these questions, we may just have the opportunity for you**

**Serving as a member of the Information Technology Services Department, you will provide positive leadership and direction to the Service desk team in the management and delivery of excellent customer service in technical support.**

**WHAT WE OFFER**:

- Extensive benefits; health, drug, vision, dental, and health care spending account
- Employee and Family Assistance Program
- Staff Wellness resources
- Vacation days plus two week paid Christmas Break
- Summer working hours
- Flexible working solutions
- Inclusive, high-performing culture
- Ongoing learning and career growth

**WHAT YOU CAN EXPECT**:

- Manage the ITSM ticketing solution, which includes creating new automation in the system to provide faster service to our NCDSB staff.
- Regularly run reports of CSAT score, SLA results, ticket backlog and other metrics.
- Present entire IT Team (Service Desk, Systems and Networking) ticket and project metrics to the IT Manager on a weekly basis.
- Analyze common ticket trends and come up with preventative incident methods.
- Investigate solutions for root cause of problems.
- Ensure Service Desk members are entering time correctly in ticketing system, as well as troubleshooting steps taken to resolve an issue.
- Routinely update the Knowledge Base solutions.
- Provide leadership and coaching to team members for individual development.
- Contribute to creating formal policies and procedures to ensure the best productivity.
- Review ticket flow and escalation procedures when required.
- Send mass communications to staff as necessary regarding major IT system wide issues/events and maintenance/downtime.
- Ensure the Service Desk team maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge.
- Point of contact for any escalation issues for the Service Desk team.

**WHAT YOU BRING**:

- 3 year college diploma or university degree.
- 3+ years Leadership experience and a proven history in IT Operations, Service Desk, Technology/Support and Customer Service
- Previous experience leading or managing a Technical Support Service Desk is an asset.
- Working knowledge of Microsoft 365, Teams, Zoom, and Active Directory.
- Strong leadership and communication skills both written and verbal.
- Strong customer service skills.
- Ability to self-manage, ability to successfully process daily queues and resource management without continual oversight from leadership.
- Time management and organizational skills to optimize workflow.
- Capability to manage multiple high priority initiatives in a fast-paced technical environment.
- An active and empathic listener to staff and Service Desk team members.
- Ability to remain flexible and adapt to schedules to meet project deadlines.

This is a fulltime permanent position.

**HOURS**:35 hours per week

**LOCATION**:Information Technology Centre, Eastchester, St. Catharines

**SALARY RANGE**:$63,815.70 - $70,906.30 per annum

**Salary**: $63,815.70-$70,906.30 per year

**Benefits**:

- Dental care
- Employee assistance program
- Life insurance
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

COVID-19 considerations:
COVID-19 protocols in place

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Leadership: 3 years (preferred)


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