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Team Lead Service Desk

4 weeks ago

Calgary, Canada Western Financial Group Full time

**Truthfulness | Fairness | Value | Loyalty**

As one of Canada's largest insurance providers, Western has more than 220 locations across Canada. With over 2,100 team members, our actions are anchored in our Guiding Principles, Truthfulness, Fairness, Value, and Loyalty. We take care to deliver the right insurance solution every time so our customers can live confidently.

**Team Lead - Service Desk**

Reporting to the Manager, IT Service Delivery, the Service Desk Team Lead ensures the efficient and effective operation of the service desk. This involves managing the team to provide high-quality support to users and ensuring compliance with agreed-upon service level agreements (SLAs) while delivering excellent customer service

**Here is what a typical day looks like**
- Work with your team to resolve incidents and service requests; ensuring work is being completed within established timeframes and guidelines.
- Confirming, capturing and tracking customer incident and request details within IT ticketing software
- Escalating and working 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**
- Proven experience managing and developing a team of Service Desk professionals
- 5 Years progressive 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

Hours: 37.5 / week

Location: High River, AB

Job Requisition #: 81492

**Salary**: $76,000 - $95,000

**What if I don’t meet every requirement?**

If you’re excited about the role but your experience doesn’t check every box - we still encourage you to apply. You may be the right person for this role - or we might have another that suits you even better

At Western, we are dedicated to building a diverse, inclusive, and authentic workplace in the communities we work and live in If you have questions or require accommodation, please reach out to us.

**Health and Wellness**

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 wellness days, company matching investment and savings programs, and 100% employer-paid group benefits, including a health care spending account.

For over 20 years, supporting our local communities has been a part of everything we do - it’s engrained in our culture though the Western Financial Group Communities Foundation.