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Service Desk Lead

4 weeks ago

Vancouver, Canada Sony Pictures Imageworks Full time

Sony Pictures Imageworks is located on the unceded traditional territory of the Musqueam, Squamish, and Tsleil-Waututh First Nations. We are committed to respecting traditional lands, and working with communities towards reconciliation

Benefits per company policy: include healthcare, tuition reimbursement, RRSPs, Sick and Vacation leave, standard increases as applicable

**Sony Pictures Imageworks is seeking a Service Desk Lead**

The Service Desk Lead will be responsible for managing and coordinating the daily operations of the service desk team. This team is responsible for first-level support of 1,000+ users in a dynamic, high-performance production environment. They will ensure that all service requests and incidents are handled efficiently and in a timely manner. Additionally, they will work closely with the management team to identify and implement process improvements to improve the overall customer experience.

**Responsibilities**:
Primary areas of responsibility will include:

- Supervise the service desk team and ensure that all service requests and incidents are handled efficiently and in a timely manner
- Creating repeatable process and finding efficiencies in day to day workflows
- Maintain “follow the sun” coverage schedules across multiple sites
- Monitor and track service desk performance metrics, such as ticket resolution times, customer satisfaction, and team efficiency
- Identify and implement process improvements to improve the overall customer experience
- Ensure compliance with service level agreements (SLAs)
- Provide coaching and mentoring to service desk team members
- Act as the main point of contact for critical issues and high-priority incidents
- Collaborate with other departments and teams to resolve complex service requests and incidents
- Participate in incident management and problem management activities
- Onboarding & Training plans for new members of the support team

Preferred Skills:

- 3+ years of demonstrated ability in a service desk lead or supervisory role
- 3+ years of knowledge and experience with any ITSM based solution similar to ServiceNow, Ivanti, FreshService or Jira Service Manager.
- Strong customer service and interpersonal skills
- Experience with incident management and problem management processes
- Strong leadership skills and ability to lead and mentor a team
- Experience with ITIL or other IT service management frameworks is a plus

Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, national origin, disability, age, sexual orientation, gender identity, or other protected characteristics.

Work Location: Hybrid remote in Vancouver, BC

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