Team Lead, Enterprise Service Desk

4 weeks ago

Winnipeg, Canada WBM TECHNOLOGIES Full time

**Job Definition**:
**Leadership**: As a Team Lead, you will be responsible for building, leading, growing and evolving your team. Your team’s success in delivering a world class customer experience to our service desk clients is the measure of your success. You will be accountable for the scheduling and staffing, service levels and most importantly the customer and team satisfaction.

**Coaching**: Your day-to-day focus will be on coaching your team for success which includes one on one’s weekly, monthly feedback sessions and quarterly performance review sessions. Preparation for these coaching sessions is key and includes quality reviews of call recordings and other work as well as gathering client and team feedback on performance.

**Continuous Improvement & Innovations**: You will work with your team and other stakeholders to identify opportunities to improve efficiency, innovate and automate to take the team’s performance and the end user experience to the next level.

**Collaboration**: You are a member of a group of Team Leads and collaboration with your colleagues to share best practices and support each other in our pursuit of our BHAG to become the #1 Managed Services provider in Western Canada is a very important part of your role.

**Client Outcomes**: You will work with various WBM and client stakeholders to keep up to date on client requirements, needs and changes to ensure you and your team understand and can effectively deliver exceptional customer outcomes. Preparation for, attendance at and follow through on commitments from regular monthly performance meetings with your clients and members of the WBM team will help you ensure alignment of your team with the client’s objectives and needs.

**Objectives**:
The following three objectives are the focus of your role:

- ** Build, Lead and Support a world class team**
- Create a positive, fun and supportive work environment for your team, ensuring they have the tools, training and information they need to deliver fantastic service.
- Ensure each member of your team has clear goals and provide ongoing feedback and effective coaching to ensure they are successful in achieving their goals.
- Continuously review quality of work across the team, including call reviews, to reinforce great work and identify areas for coaching and training.
- Effectively address any performance concerns with members of your team through real time feedback, coaching and clear expectation setting.
- Daily scheduling of the team, ensuring effective planning for coverage.
- Management of administrative duties including attendance, expense, and timesheets as well as onboarding and offboarding requirements.
- Understand and be effective in following WBM’s policies. This includes effectiveness in communicating with your team when they have questions or when policies change.
- Conduct effective weekly one on one sessions with every member of your team with the goal of building and maintaining great relationships and connections with each person.
- Ensure monthly coaching sessions are completed with every member of your team with the goal to ensure achievement of all KPIs, training and skills building to ensure they are successful in delivering world class service.
- Complete quarterly performance reviews with every member of your team to set goals, evaluate performance against those goals and plan and measure career progression including training and skills building.
- Participate in recruiting, interviewing, onboarding and training new team members.
- **
Ensure Delivery of Great Customer Experiences**
- Understand our commitments, including KPIs, service levels and specific client objectives, processes, and procedures.
- Ensure the team can meet those commitments and provide measurement and reporting of performance.
- Develop and maintain great relationships with clients through responsiveness to requests and effectiveness in delivering our commitments.
- Identify opportunities for innovations to improve the customer experience.
- **
Overall Enterprise Service Desk Team Success**
- Share best practices and collaborate across the team to ensure consistency and identification of opportunities to help and support each other across teams.
- Identification of wow factor results and celebration of those success with our team and our clients.
- Contribute to a positive and fun team environment through participation in team meetings and other events to celebrate successes.
- Contribute to the ongoing evolution of the service desk team overall through identifying areas for improvement, efficiencies, and collaboration across the team.
- Support other team leads with staffing and coverage when required.

**Evaluation Criteria**:

- Leading a positive and fun work environment for your team
- Team growth through skills development and promotion
- Team satisfaction and team retention
- Client satisfaction and SLA attainment
- Effectiveness in delivering all assigned objectives
-

  • Team Lead, Enterprise Service Desk

    1 week ago

    Winnipeg, Manitoba, Canada WBM TECHNOLOGIES Full time

    Job Definition:Leadership: As a Team Lead, you will be responsible for building, leading, growing and evolving your team. Your team's success in delivering a world class customer experience to our service desk clients is the measure of your success. You will be accountable for the scheduling and staffing, service levels and most importantly the customer and...

  • IT Service Desk Team Lead

    2 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...

  • IT Service Desk Team Lead

    2 days 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...

  • IT Service Desk Team Lead

    1 week ago

    Winnipeg, Manitoba, Canada OXYGEN TECHNOLOGIES Full time

    SERVICE DESK TEAM LEADThe 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...

  • Information Technology Service Desk Lead

    2 weeks ago

    Winnipeg, Canada ThoughtStorm Inc Full time

    Manitoba Hydro requires the onsite and/or hybrid services of a full-time Service Desk Lead / Manager to manage the daily operations of the IT Service Desk and deliver the following: - Manage and ensure the Service Desk contractor is meeting the required performance objectives, including Service Level Management; perform contract management duties as...

  • Enterprise Project Lead

    2 months ago

    Winnipeg, Canada Manitoba Hydro Full time

    **ENTERPRISE LEAD** **WINNIPEG, MB** Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers! **_ Great Benefits_** - Competitive salary and benefits package. - Defined-benefit pension plan. - Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life - and community.-...

  • Service Desk Analyst

    1 week ago

    Winnipeg, Canada Online Business Systems Full time

    Our vibrant Winnipeg team is seeking an experienced Service Desk Analyst to assist in the support and maintenance of the growing network and system infrastructure for Online Business Systems and customers under contract for Managed Services. This role will be part of a team that is responsible for designing, delivering, and supporting scalable, maintainable,...

  • Service Desk Analyst

    1 week ago

    Winnipeg, Manitoba, Canada Online Business Systems Full time

    Our vibrant Winnipeg team is seeking an experienced Service Desk Analyst to assist in the support and maintenance of the growing network and system infrastructure for Online Business Systems and customers under contract for Managed Services. This role will be part of a team that is responsible for designing, delivering, and supporting scalable, maintainable,...

  • Enterprise Portfolio Optimization and Benefits Lead

    2 weeks ago

    Winnipeg, Canada Manitoba Hydro Full time

    **ENTERPRISE PORTFOLIO OPTIMIZATION AND BENEFITS LEAD (TERM)** **WINNIPEG, MB** Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers! **_ Great Benefits_** - Competitive salary and benefits package. - Defined-benefit pension plan. - Nine-day work cycle which normally results in every other Monday off, providing for a balanced...

  • Team Lead

    2 months ago

    Winnipeg, Canada Dynacare Full time

    **POSITION TITLE**: Team Lead - Health Services Help Desk Coordinator **INTERNAL CLOSING DATE**: **January 17th, 2023**: **LOCATIONS**: **Main Lab**: **830 King Edward St** **CLASSIFICATION**: **Full-Time, Permanent** **DEPARTMENT**: Laboratory Health Services Centre **WORKING SCHEDULE**: Monday to Friday, 7:30am to 16:00pm (40 hours per week) Hours...

  • Analyst- Service Desk

    2 weeks ago

    Winnipeg, Canada Western Financial Group Full time

    **We are one of Canada’s Top Employer, Join Us** Are you an experienced Service Desk Analyst looking for your next great role? **Service Desk Analyst** Reporting to the Team Lead, User Experience, the Service Desk Analyst will be responsible for providing front line support to internal clients by responding to all service requests (hardware and...

  • Team Lead

    3 weeks ago

    Winnipeg, Canada Activate Games Full time

    **DESCRIPTION OVERVIEW** Are you all about the future of gaming? Do you LOVE talking with people? Activate is looking to hire Team Leads to join our teams at both of our Winnipeg locations! Our Winnipeg West location is located at 3338 Portage Ave and our Winnipeg East location will be located at 1150 Nairn Ave. Activate is Canada’s first full-scale...

  • Team Lead

    2 weeks ago

    Winnipeg, Canada Activate Games Full time

    **DESCRIPTION OVERVIEW** Are you all about the future of gaming? Do you LOVE talking with people? Activate is looking to hire a Team Lead to join our team! Activate is Canada’s first full-scale interactive gaming facility. As a Team Lead, your primary responsibilities are to ensure customers receive a positive experience during their visit to Activate...

  • Team Lead

    2 weeks ago

    Winnipeg, Canada Activate Games Full time

    **DESCRIPTION OVERVIEW** Are you all about the future of gaming? Do you LOVE talking with people? Activate is looking to hire Team Leads to join our team at our newest Winnipeg location at 1150 Nairn Ave! Activate is Canada’s first full-scale interactive gaming facility. As a Team Lead, your primary responsibilities are to ensure customers receive a...

  • Technical Team Lead

    1 week ago

    Winnipeg, Manitoba, Canada TEEMA Full time

    Job Title: Technical Team LeadJob ID: 68720Location: Winnipeg, ManitobaOverview:Our client in Winnipeg, MB is looking for a Technical Team Lead resource for a 10+ month contract to start, reference R The position can be remote.What you will be doing:Oversee project technical team activities and resource capacity planning.Work with team members to create,...

  • Technical Team Lead

    1 week ago

    Winnipeg, Manitoba, Canada TEEMA Full time

    Job Title: Technical Team Lead Job ID: 68720 Location: Winnipeg, Manitoba Overview: Our client in Winnipeg, MB is looking for a Technical Team Lead resource for a 10+ month contract to start, reference R The position can be remote. What you will be doing: Oversee project technical team activities and resource capacity planning. Work with team members...

  • Technical Team Lead

    3 weeks ago

    Winnipeg, Canada TEEMA Full time

    Job Title: Technical Team Lead Job ID: 68720 Location: Winnipeg, Manitoba Overview: Our client in Winnipeg, MB is looking for a Technical Team Lead resource for a 10+ month contract to start, reference R1-174-0324. The position can be remote. What you will be doing: Oversee project technical team activities and resource capacity planning. Work with...

  • Technical Team Lead

    3 weeks ago

    Winnipeg, Canada TEEMA Full time

    Job Title: Technical Team Lead Job ID: 68720 Location: Winnipeg, Manitoba Overview: Our client in Winnipeg, MB is looking for a Technical Team Lead resource for a 10+ month contract to start, reference R1-174-0324. The position can be remote. What you will be doing: Oversee project technical team activities and resource capacity planning. Work with...

  • Team Lead

    1 week ago

    Winnipeg, Manitoba, Canada Activate Games Full time

    DESCRIPTION OVERVIEWAre you all about the future of gaming? Do you LOVE talking with people? Activate is looking to hire a Team Lead to join our teamActivate is Canada's first full-scale interactive gaming facility. As a Team Lead, your primary responsibilities are to ensure customers receive a positive experience during their visit to Activate and to...

  • IT Service Desk Technician- Term

    3 weeks ago

    Winnipeg, Canada Red River College Polytechnic Full time

    RRC Polytech is a leader in applied learning and innovation. Our talented team of employees is passionate about education, innovation and student success. We offer competitive salaries, extensive benefits and the opportunity for personal and professional growth in a rewarding career. At RRC Polytech we are committed to fostering an inclusive environment,...