Service Desk Team Lead

2 weeks ago

Barrie, Canada Wolf Steel Ltd. Full time

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-side scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

**Title**: Service Desk Team Lead - Hybrid

**Reports To**: IT Manager

**Job Purpose**: Responsible for overseeing the daily operations and performance of the service desk team, ensuring timely resolution of customer issues and inquiries. You will provide guidance, support, and mentorship to team members, fostering a collaborative and customer-focused environment. Additionally, you will analyze service desk metrics to identify areas for improvement, implement best practices, and streamline processes to enhance efficiency and customer satisfaction.

**Key Responsibilities**:

- Strategy & Planning: Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents. Alert management to emerging trends in incidents.
- Coordinate and implement Help Desk software functionality changes. Assist in software releases and roll-outs according to Change Management best practices.
- Assist in providing Level 1 Support when request volumes are high. Record problems and create a team as necessary to investigate and resolve. Perform post-resolution follow ups with Level 1 Technicians as required.
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Develop help sheets and FAQ lists for end users.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Reinforce SLAs to manage end-user expectations.
- Provide training and mentoring to all Service Desk and Co-op associates
- Mandatory participation in 24/7 on-call rotation including holidays and week-ends.
- Perform duties as defined in the Coordinator Role

**Education & Experience**:

- College diploma or university degree in the field of computer science; or 4 years relevant & equivalent work experience
- CompTIA A+ and/or MCSC
- Microsoft Dynamics 365
- ticketing systems, change management
- exceptional written and oral communication skills.
- exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- strong documentation skills
- ability to absorb and retain information quickly.
- ability to effectively prioritize and execute tasks in a high-pressure environment.

**Ignite your Career, Some of our competitive benefits include**:

- Competitive Compensation / Wages
- Medical, dental, and vision insurance
- Retirement Savings Plan (RRSP/DPSP)
- Tuition reimbursement
- Life insurance and disability coverage
- Associate Purchase Programs, Product Discounts, In-house Sales
- Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions
- Napoleon Cares - Associates helping Associates
- Employee Assistance Plan
- Napoleon Recognition Program
- GOevisits, virtual doctor visits
- And more

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

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