Team Lead, IT Service Delivery

3 weeks ago

Ottawa, Canada Royal Canadian Mint Full time

The Royal Canadian Mint is hiring a Team Lead, IT Service Delivery, who can thrive in a dynamic and inclusive environment.

Reporting to the Manager of IT Service Delivery, the Team Lead is responsible for providing leadership and guidance to their client-focused team and the team’s services (IT Service Desk, Desktop Support, Senior Desktop Support, Procurement, Asset Management, Audio-Video solutions) as they support the intake of IT incidents and requests, as well as other IT support activities as required. This team supports the Mint’s Digital Transformation in a significant way, and their success is dependent upon this positions’ leadership. This position will be working closely with Management in regards to our Digital Strategy including IT Service Management program planning and delivery via ITSM and ITIL best practices, looking for areas of improvement and making informed and appropriate recommendations, in addition to working closely with clients to identify needs and find solutions that meet their requirements. This position also acts as an escalation point and mentor for other members of the team, as well as the right-hand of management working closely on maturing the team, reporting for metrics, and assisting in quality assurance delivery.

**Requirements**:
**Education and Experience**:

- University or college degree in Computer Science, or an acceptable combination of education, training and/or experience may be considered.
- 7 years of strong troubleshooting skills and supporting users in a Microsoft Windows and Cloud environment with the ability to record, track, and document the service desk incidents, requests, and problem management processes
- 4 years leading a team in a client-facing IT support environment using ITIL and ITSM driven processes, including reporting, metrics, document creation and quality assurance.
- 3 years supporting mobile devices (iOS, Android), printers, label printers, scanners, and other peripheral hardware
- 2 years leading or supporting IT Projects
- Experience with Asset Management
- Experience with Audio-Visual solutions
- Experience with Procurement
- Experience collaborating with Partners and Stakeholders
- Experience managing users and licenses within a corporate Microsoft 365 environment
- Experience of creating and implementing process automation and task automation to ensure that the team matures and modernizes with a future thinking focus. Task automation is critical to improved efficiencies and quicker resolution with less chance of error.
- Experience in managing and growing a service catalogue for the IT Service Desk team in an enterprise ITSM solution such as ServiceNow
- Experience working with IT systems within a high-availability manufacturing environment is considered an asset
- Networking and data communication experience is an asset

**Skills & Ability**:

- Ability to assist with escalations as needed for remote break-fix, asset management and technical solutions
- Ability to share knowledge openly to help others succeed
- Mentoring and coaching to help team members fine-tune skills and capabilities, grow professionally, and stay engaged and motivated
- Promotes innovation and guide change, while looking for opportunities to improve how work gets done, and you empower the team to do the same
- Ability to give and gather information and to actively manage the communication process
- Ability to convey complex information in plain language
- Ability to anticipate new pressures and support the team in adapting to the changes
- Ensuring timely delivery of set priorities, meeting Service Standards/Service Level Agreements
- Triage and determine severity of incident, assist with gathering the relevant information to be able to escalate to the appropriate IT team

**Knowledge**:

- Bilingualism (EN/FR) required
- ITIL with a focus on IT Service Management, including:

- Incident Management
- Problem Management
- Knowledge Management
- Service Request Management
- Service Catalogue Management
- Identity and Access Management
- Advanced knowledge of modern Windows desktop operating systems
- Advanced knowledge of modern computer hardware used in an enterprise environment.
- Experienced in researching available end-user hardware such as laptops, peripherals and mobile devices
- Experience in Asset Management and tracking of both hardware and software
- Experience in Audio-Visual solution including set up and troubleshooting
- Advanced knowledge of Active Directory (AD) is required

The health and safety of our employees is a top priority. The Mint has developed significant and rigorous safety protocols to address the COVID-19 pandemic.

At the Mint you will collaborate with a diverse group of people and be a part of an iconic Canadian organization. We pay competitive salary and offer a range of benefits that support employees and their families. The Mint supports its employees by focusing on their growth and development.

**Ready to mint your caree

  • Delivery Driver

    1 month ago

    Ottawa, Canada G&Son Delivery Service Full time

    LOOKING FOR DELIVERY SUB CONTRACTORS (APPLIANCE/ FURNITURE DELIVERY) Looking for driver and helper for 5 Tonne Truck with 26ft box (Experience Required) Driver pay $200 a DAY - Experience Required Helper pay $170 a DAY - Experience Required Must be able to work between 7 to 12 hour days, all days are not the same. Subcontractor must pay their own...

  • Delivery Driver

    1 month ago

    Ottawa, Canada G&Son Delivery Service Full time

    LOOKING FOR DELIVERY SUB CONTRACTORS (APPLIANCE/ FURNITURE DELIVERY) Looking for driver and helper for 5 Tonne Truck with 26ft box ( needs experience ) Driver pay 205$ a DAY ( $1025 a week ) Experience Necessary Helper pay 180$ a DAY ( $900 a week) Experience Necessary Must be able to work between 7 to 12 hour days, all days are not the...

  • Delivery Driver

    1 month ago

    Ottawa, Canada G&Son Delivery Service Full time

    LOOKING FOR DELIVERY SUB CONTRACTORS (APPLIANCE/ FURNITURE DELIVERY) Looking for driver and helper for 5 Tonne Truck with 26ft box ( needs experience ) Driver pay 205$ a DAY ( $1025 a week ) Experience Necessary Helper pay 180$ a DAY ( $900 a week) Experience Necessary Must be able to work between 7 to 12 hour days, all days are not the...

  • Sales Service Area Lead

    1 month ago

    Ottawa, Canada EXECUTIVE MAT SERVICE Full time

    Executive Mat Service (EMS) is looking for **Service Sales Area Lead’s** to focus on growing our organization in **new growth markets**, while embarking on an exciting fast-paced career path with an entrepreneurial spirit. EMS is looking for eager, goal oriented and energetic individuals that aspire to be part of a growth oriented leading-edge organization...

  • Service/sales Area Lead

    1 month ago

    Ottawa, Canada EXECUTIVE MAT SERVICE Full time

    Job Overview: Executive Mat Service (EMS) is looking for Service Sales Area Lead’s to focus on growing our organization in new growth markets, while embarking on an exciting fast-paced career path with an entrepreneurial spirit. EMS is looking for eager, goal oriented and energetic individuals that aspire to be part of a growth oriented leading-edge...

  • Delivery Driver

    5 days ago

    Ottawa, Canada UNITED PARCEL SERVICE Full time

    **Primary Job Posting Location**: Ottawa, Ontario Canada Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill +...

  • Membership Services, Team Lead

    6 days ago

    Ottawa, Canada Canadian Bar Association Full time

    **Position Summary** Reporting to the Manager, Membership Services, the Membership Services Lead is someone who provides guidance, and leadership to a group of people within the unit. The Team Lead relays clear instructions to a team member and provides ongoing coaching, training, and assistance in support of the membership initiatives. The incumbent is...

  • Parcel Delivery Driver

    3 days ago

    Ottawa, Canada SK DELIVERY EXPRESS Full time

    **SK Delivery Express** We are currently looking for **focused, motivated full-time parcel delivery drivers** in the **Ottawa/Gatineau/Cornwall** Region. As this job is at your own pace, the faster you work, the potential for more $$$ is up to you! Your daily responsibilities include - Sorting through your assigned packages for the day - Carefully loading...

  • Team Lead, Member Service

    4 weeks ago

    Ottawa, Canada Alterna Full time

    **Location: Ottawa or Toronto** **Scope of Position** The Team Lead’s primary focus is to oversee the daily operations of the Contact Center (a key service delivery channel) and support the needs of Alterna’s members and customers. This individual assumes responsibility for the Contact Centre in the absence of the Manager, Contact Centre. This role is...

  • DevOps Team Lead

    2 weeks ago

    Ottawa, Canada Superna Full time

    About the Role: Superna is Growing! We are seeking an experienced DevOps Team Lead to join our technology team. The ideal candidate will have a strong background in Kubernetes, GitOps, Jenkins, and platform engineering, and will be responsible for leading a team of DevOps engineers to deliver scalable, secure, and reliable solutions for our infrastructure...

  • DevOps Team Lead

    2 weeks ago

    Ottawa, Canada Superna Full time

    About the Role: Superna is Growing!We are seeking an experienced DevOps Team Lead to join our technology team. The ideal candidate will have a strong background in Kubernetes, GitOps, Jenkins, and platform engineering, and will be responsible for leading a team of DevOps engineers to deliver scalable, secure, and reliable solutions for our infrastructure and...

  • Delivery Driver

    5 days ago

    Ottawa, Canada UNITED PARCEL SERVICE Full time

    **Primary Job Posting Location**: Ottawa, Ontario Canada Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill +...

  • Delivery Driver

    3 days ago

    Ottawa, Canada UNITED PARCEL SERVICE Full time

    **Primary Job Posting Location**: Ottawa, Ontario Canada Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill +...

  • DevOps Team Lead

    1 week ago

    Ottawa, Canada Superna Full time

    About the Role:Superna is Growing!We are seeking an experienced DevOps Team Lead to join our technology team. The ideal candidate will have a strong background in Kubernetes, GitOps, Jenkins, and platform engineering, and will be responsible for leading a team of DevOps engineers to deliver scalable, secure, and reliable solutions for our infrastructure and...

  • DevOps Team Lead

    2 weeks ago

    Ottawa, Canada Superna Full time

    About the Role:Superna is Growing!We are seeking an experienced DevOps Team Lead to join our technology team. The ideal candidate will have a strong background in Kubernetes, GitOps, Jenkins, and platform engineering, and will be responsible for leading a team of DevOps engineers to deliver scalable, secure, and reliable solutions for our infrastructure and...

  • DevOps Team Lead

    2 weeks ago

    ottawa, Canada Superna Full time

    About the Role:Superna is Growing!We are seeking an experienced DevOps Team Lead to join our technology team. The ideal candidate will have a strong background in Kubernetes, GitOps, Jenkins, and platform engineering, and will be responsible for leading a team of DevOps engineers to deliver scalable, secure, and reliable solutions for our infrastructure and...

  • DevOps Team Lead

    2 weeks ago

    Ottawa, Canada Superna Full time

    About the Role: Superna is Growing! We are seeking an experienced DevOps Team Lead to join our technology team. The ideal candidate will have a strong background in Kubernetes, GitOps, Jenkins, and platform engineering, and will be responsible for leading a team of DevOps engineers to deliver scalable, secure, and reliable solutions for our infrastructure...

  • DevOps Team Lead

    1 week ago

    ottawa, Canada Superna Full time

    About the Role:Superna is Growing!We are seeking an experienced DevOps Team Lead to join our technology team. The ideal candidate will have a strong background in Kubernetes, GitOps, Jenkins, and platform engineering, and will be responsible for leading a team of DevOps engineers to deliver scalable, secure, and reliable solutions for our infrastructure and...

  • Merchandising Team Lead

    5 days ago

    Ottawa, Canada PepsiCo Full time

    **Overview** The Merchandiser Supervisor is responsible for leading a team of frontline employees to merchandise orders to key customers in a fast-paced direct store delivery environment. **Responsibilities** - Manage multiple priorities while allocating resources between accounts - Brief the frontline employees on scheduling and meeting delivery goals -...

  • Team Lead, Service and Support Centre

    3 days ago

    Ottawa, Canada Payments Canada Full time

    Payments Canada allows employees to work in an environment that best promotes their health and productivity, while providing quality in-person events and office experience. We aim to hire locally within the greater Ottawa and Toronto regions. | Get to Know Us We are a unique organization at the center of the payments ecosystem and Canadian economy. We are...