IT Service Desk Team Lead

5 months ago

Winnipeg, Canada OXYGEN TECHNOLOGIES Full time

**SERVICE DESK TEAM LEAD**

The Private Network, a leading company in Managed IT Services, is seeking a highly skilled and dedicated Service Desk Team Lead to join our team. Reporting to the Service Desk Manager, you will play a crucial role in mentoring the Service Coordinator, Tier I, Tier 2 and Tier 3 technicians, ensuring the efficient and optimized delivery of first-level response to incidents and requests. As Service Desk Team Lead, you will work closely with the Service Desk Manager to manage technicians, implement training programs, monitor service level objectives (SLOs), handle escalations, and drive process improvements to provide a predictable IT experience.

**Responsibilities**:
**1. Mentoring and Training**:

- Mentor and guide Service Coordinator Tier I, Tier 2 and Tier 3 technicians, providing hands-on training and support to enhance their technical skills and customer service capabilities.
- Ensure technicians are equipped with the necessary knowledge and resources to deliver efficient and effective responses to incidents and requests.
- Foster a culture of continuous learning and professional development within the team.
- Conduct regular Metric Meetings with technicians to review performance metrics, identify trends, and address areas of improvement.
- Analyze metrics data to identify opportunities for process enhancements, training needs, and overall service desk improvements.

**2. Technician & Service Management**:

- Assist the Service Desk Manager in managing the technicians' performance and overall work quality.
- Collaborate with the Service Coordinator to ensure tickets are being triaged and actioned within SLO’s.
- Collaborate with the Service Desk Manager in conducting Annual Support Reviews and developing Career Development Programs for technicians.
- Collaborate with the vCIO/Technology Advisors to ensure customer knowledge is transferred and trained to team.
- Provide feedback, support, and guidance to technicians to optimize their performance and professional growth.
- Designated ‘Back Up’ for Service Desk Manager
- May be required to be ‘On Call’ Afterhours for Escalated Support.

**3. Client Service Delivery**:

- Ensure technicians adhere to service level objectives (SLOs) and meet the defined response and resolution targets.
- Handle escalations from technicians and clients, ensuring timely and efficient resolution.
- Support the Service Coordinator on ensuring tickets are being scheduled and actioned.

**4. Onboarding and Offboarding**:

- Ownership of Onboarding and Offboardings for new Clients
- Collaborate with the Service Coordinator to ensure all services and tools are implemented properly and accurately.
- A ‘Point of Escalation’ in the Onboarding and Offboardings for the Client

**5. Process Improvements**:

- Collaborate with the Service Desk Manager to identify and implement process improvements that enhance service desk efficiency, effectiveness, and customer satisfaction.
- Proactively identify trends and recurring issues, suggesting solutions and implementing preventive measures to minimize incidents and improve response times.
- Collaborate with the Service Desk Manager to implement new processes and training initiatives based on data-driven insights.
- Oversee the CSAT program, focusing on client feedback and optimization.

**6. Ensuring a Predictable IT Experience**:

- Assist the team in providing a predictable IT experience for clients by maintaining consistent service levels, adhering to best practices, and continuously improving service delivery processes.
- Foster strong communication and collaboration with other teams and departments to ensure seamless service coordination.

**Qualifications**:

- Post-Secondary Education including a Bachelor's degree in a relevant field; additional technical certifications or advanced degrees are a plus. 
- Proven experience (3+ years) in a leadership role within a service desk environment or Managed IT Services.
- Strong technical knowledge and understanding of service desk operations, incident management, and customer service principles.
- Excellent mentoring and coaching skills, with the ability to inspire and develop a high-performing team.
- Proficient in analyzing performance metrics and implementing process improvements based on data-driven insights.
- Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
- Detail-oriented with strong organizational and time management skills.
- Familiarity with service desk ticketing systems and ITIL processes is a plus.
- Certifications such as Microsoft MCP/MCSA/MCSE, CompTIA Network+, CCNA, or equivalent are advantageous.
- Valid Drivers license and own a vehicle.
- ITIL certification is desirable.

**Key Measurables**:

- Billing Utilization
- Average Time per Ticket
- CSAT

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Employee assist

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