Team Lead, Service Desk

1 week ago

Oakville, Canada Geotab Full time

Who we are:
Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.

Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

**Who you are**:
We are always looking for amazing talent who can contribute to our growth and deliver results Geotab is seeking a Service Desk Team Lead who will focus on overseeing and building a world class Service Desk Team and Service Desk offering. If you love technology, and are keen to join an industry leader — we would love to hear from you

**What you’ll do**:
As a Service Desk Team Lead, your key area of responsibility will be to oversee and develop a global Service Desk Team to enable them to fulfill the objectives of delivering exceptional end user service and timely resolution of tickets.

**How you'll make an impact**:

- Manage team task assignments, work arrangements and other department expectations
- Assist with hiring process and new team member training as required
- Conduct team meetings relating to communicating business priorities, employee tasks and performance expectations
- Provide project leadership and guidance to the team as SME
- Oversee the activities and performance of direct reports:

- Provide direction, coaching and mentorship to the team
- Engage in the development of the team by coaching, providing feedback, identifying areas of growth and training opportunities
- Collaborate and support employees during the performance management process, meeting performance targets and career development planning
- Monitor staffing levels and play a proactive role in preparing business cases if additional resources are required
- Produce employee scorecards and management reports
- Communicate with and form relationships with managers and workgroup leaders
- Be aware and participate in organizational changes that might impact the Service Desk and ensure the Service Desk is aware of these changes and its effects
- Manage the queue and technically assist analysts when ticket volumes peak or additional expertise is required
- Monitor, moderate and create process documents and regularly audit for adherence to these processes including the maintenance of a knowledge database
- Play a proactive role in defining targets and service levels to ensure that they meet the needs of the customer and the business

**What you'll bring to this role**:

- 5+ years of experience in a global Service Desk environment
- 1-3 years experience developing or managing teams
- Diploma/Degree specialization in Computer Science, IT, Engineering or a related field
- Professional certification in IT (e.g. ITIL V4, CompTIA A+, network+, MCSE) highly valued
- Ability to effectively present information and respond to questions from management and business leaders
- Exceptional people management and communication skills
- Strong analytical skills with the ability to problem-solve to well-judged decisions
- Experience developing self serve and automated services
- Experienced in Google Workspace and GCP administration
- Strong knowledge of and experience with ITIL. Specific experience working within Incident, Problem, Change, Service Level and Service Desk competencies
- Strong understanding of Chrome, Linux (Ubuntu) OS and GCP fundamentals
- Strong understanding of user access management processes
- Must be available to work between 7:00am to 6:00pm on a rotational basis as required

If you got this far, we hope you're feeling excited about this role Even if you don't feel you meet every single requirement, we still encourage you to apply.

**Please note**: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.

Why job seekers choose Geotab:
Flex working arrangements
- Home office reimbursement program
- Baby bonus & parental leave top up program
- Online learning and networking opportunities
- Electric vehicle purchase incentive program
- Competitive medical and dental benefits

Retirement savings program
- **The above are offered to full-time permanent employees only**

How we work:

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