Team Lead, User Experience

6 months ago

Winnipeg, Canada Western Financial Group Full time

**We are one of Canada’s Top Employer, Join Us**

Are you an experienced Service Desk leader looking for your next great role?

**Team Lead - User Experience**

Reporting to the Manager, IT Service Delivery and Applications, the Team Lead - User Experience will be responsible for leading and facilitating the delivery of system implementation needs and/or support services. You will also be responsible for providing guidance for hardware and technical support to resolve more complex or time-consuming incidents.

**Here is what a typical day looks like**
- Work with your team to resolve incidents, service requests or project deliverables; ensuring work is being completed within established timeframes and guidelines.
- Confirming and capturing customer incident and request details within IT Service Management tracking software
- Escalating and work with the assistance of Management or other IT related departments
- Facilitate knowledge sharing by creating Knowledge and Solution articles for team members to utilize
- Managing team schedules, ensuring effective and efficiently managed workload to provide best-in-class client and user experience

**The value you bring**
- 5 Years IT Experience
- University degree in Computer Science or related field, or, equivalent combination of education and experience
- Partnering with Tech Services Teams to find solutions/process improvements
- Leading in the identification of issue root cause and determining solutions in collaboration with other teams
- Prior leadership experience and the ability to manage multiple tasks and priorities
- Proven history of delivering outstanding customer service

Location: In office, High River, Alberta or Winnipeg, Manitoba

Job Requisition #: 80141

**Western Financial Group - Top 100 Canadian Employer**

Our people make us who we are and we’re thankful to have been recognized as a Top Employer across Canada We are looking for great people who share our values and want to share their unique skills with us. Western is on a mission to exceed customer expectations, and that starts with our people. Would you like to be part of our story?

As one of Canada's top insurance brokers, Western creates security and provides customized insurance solutions to over 1 million Canadians. For over a century, we've secured our neighbours' future by staying true to our Guiding Principles of Truthfulness, Fairness, Value, and Loyalty.

**Health and Wellness**

At Western we take pride in providing programs that add value to our people’s lives - after all, they are our greatest asset Eligible employees receive a competitive compensation package consisting of 3 weeks’ vacation, 14 paid wellness days, company matching investment and savings programs, and 100% employer-paid group benefits, including a health care spending account

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