Service Desk Team Lead

3 weeks ago

Toronto, Canada Legal Aid Ontario Full time

**Company Bio**

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

**Primary function**

The IT Service Desk Lead is responsible for providing leadership and training to ITService Desk Analysts, assisting IT Service Desk Manager with the ongoing, dayto day support to ensure an outstanding level of customer services, as well asproviding technical support to LAO/Clinics employees.
Reporting to: Manager, It Service Desk, Information Technology

**Key accountabilities**
- Define and establish IT Service Desk schedules in consultation with SD Manager
- Monitor Service Desk phone queue and tickets, follow up with assigned personnel to ensure that all tickets are effectively managed by meeting or exceeding service level agreements

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- Handle escalated technical support issues and provide assistance on technical support calls from LAO/Clinics users, including after hours/weekend/holiday support
- Maintains and reports daily/Weekly and Monthly statistics on queues, tickets and the progress of issues.
- Working with the IT SMEs in IT Operations and IT Development groups to develop new technical guidelines and procedures for Service Desk, when new IT services are transitioning from development to production
- Train Service Desk staff on technical guidelines, operational procedures and troubleshooting techniques
- Ensure that the tracking of tickets is an efficient process, recommend/implement changes to existing processes allowing for increases in efficiency
- Participate in call taking and working on tickets when the queue is busy, to ensure Service Level Objective target is achieved.
- Order desktop hardware/software, mobile devices as well as accessories, and keep track of IT asset inventory
- Assist Service Desk Manager in developing training programs to updateLAO/Clinics staff on new technologies
- Develop metrics and templates to evaluate technical support issue response times and skills of the team
- Develop strong relationship with LAO and Clinics end user communities to maintain awareness of user opinion and to continuously manage user expectations regarding IT services
- Travelling to LAO/Clinic offices within the province to provide onsite support when required
- Participate in IT projects and provide periodic updates to Service Desk Manager of any major mile stones or impacts to Service Desk.

**Required skills & experience**
- 7-year experience with desktop administration and IT support
- Ability to provide leadership in IT incident escalations, customer service and customer communication on behalf of the IT Team
- Proficient knowledge of Microsoft Office 365, Teams, Windows 10, ActiveDirectory User Account management, Microsoft Office 2013/2016/365 Pro Plus,Networking, and Mobile devices
- Strong interpersonal skills; ability to build and maintain good relationship with internal users and external vendors
- Strong written and verbal communication skills
- Ability to juggle multiple tasks and changing priorities
- Flexible, adaptable with the ability to work under pressure to meet deadlines as well as travel across the province
- Experience with inventory tools and user provisioning tools

This position is collectively represented by the Ontario Public Service EmployeesUnion (OPSEU) and, therefore, union dues will be deducted bi-weekly.
**Equity Statement**

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during e

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