Service Desk Team Lead

3 weeks ago

Mississauga, Canada Just Energy Full time

**Service Desk Team Lead**
**-**
**(**
**221704396**
**)**

**Description**

**Title**: Team Lead, Service Desk
**Location**: Mississauga

**Who We Are**:
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and terrapass.

**Job Summary**:
In order to achieve service excellence and be successful within the role, the individual must be able to manage and work in close collaboration with various internal teams and several third-party vendors. This role will require the individual to ensure consistent processes across vendors, enforce service level agreements, and undertake service escalations as appropriate.

**Responsibilities**:

- Lead the US and Canada Service Desk team to meet Service Desk KPIs and SLAs
- Driving JE’s on-boarding and off-boarding including process including equipment provisioning, identity and access management, audit, compliance and equipment decommissioning
- Ensure that the service delivery and customer satisfaction meets or exceeds published service levels objectives
- Leveraging ITIL methodology, continually refine and improve service operations in support of service strategy (e.g., service design, transition, and operations, monitoring, and systems management)
- Evaluate, monitor, and align successful operational performance against KPIs and business goals
- Work with senior leaders within IT to understand business needs and integrate those into a service delivery approach.
- Regularly maintain and present performance and health metrics to the IT management team
- Establish and maintain service level agreements for all service offerings (where needed)
- Effectively manage a device agnostics environment (i.e. Windows. OSX, iOS, Android, etc.)
- Working closely with other IT staff to effectively communicate issues, project milestones, and recommendations
- Conduct knowledge sharing within the team and take steps to institutionalize knowledge of managing various technical issues managed by Service Desk team
- Manage after-hours support for high priority incidents through offshore and on-call teams
- Deliver timely support services to the business through internal or external engineer and desktop support resources
- Proactively manage high priority tickets to minimize escalations and attend to escalations when needed
- Perform other duties as assigned

**Requirements**:

- Proven work experience in a leadership role with IT Support Desk function - minimum of 3 years in a Service Desk team lead or similar role, with combined 6 years of experience in this field
- Hands on experience with IT support desk tools and remote-control software
- Strong business acumen and customer-service orientation
- Solid technical background with the ability to provide clear and concise direction to a distributed team
- Proficient knowledge of enterprise Service Management solutions (e.g. IT360, Altiris, SCCM, Remedyforce, Salesforce ITSC)
- Continually demonstrate the ability to enhance the end user support experience
- Demonstrated leadership ability to make sound decisions and judgments
- Strong analytical and problem-solving skills with ability to quickly adapt to dynamic environments
- Excellent verbal and written communication skills, with a focus on active listening, tactfully navigating difficult situations, and demonstrating patience and good faith with end users
- Excellent time management and prioritization skills with a proactive approach to tasks
- Able to define and accurately articulate requirements for equipment purchase, work with vendors for purchase and deployment of equipment to end users
- Exhibit a can-do attitude and work well within fast-paced and high pressure environment
- Able to deal credibly and confidentially with business and technical users at all levels of the organization

**Experience**:

- Minimum 3 years of relevant experience in a leadership role with Service Desk function, IT operations management, and/or end user support, preferably in a geographically distributed organization.
- Experience with a global organization is preferred
- Familiarity with industry-related products and services offerings including Windows, OSX, Virtual Desktops, Office365, MS Teams, VoIP, and collaboration technologies
- Experience developing service desk operations to deliver a high level of customer satisfaction
- Effectively working with project teams to successfully deliver new services
- Experience implementing and optimizing operational processes to ensure continuous improvement
- Demonstrated ability to report operational performa

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