Service Delivery Team Lead

2 months ago

Montréal QC, Canada MSP OPERATIONAL CORP Full time

MSP Corp. Powered by Groupe Access is a leading Cyber Security and Information Technology (IT) services firm in Canada. We are committed to delivering top-tier services and solutions to our clients. As we continue to grow, we are seeking a dedicated** **Service** **Delivery Team Lead** our dynamic team. Reporting directly to the Manager of Managed Services the **Service Delivery Team Lead** will be responsible for all inbound user service requests; coordinating dispatch of technicians for user issues requiring on-site resolution; and organizing technician schedules for all Service Desk and NOC staff.

**Responsibilities**
- A point of contact to the customer for all types of service requests.
- Coordination of all IT support groups to ensure maximum utilization of billable resources.
- Schedule internal and field technical resources on the dispatch portal.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Route incoming and existing tickets to the appropriate service group.
- Monitor open service tickets to make sure the team is meeting customer SLA’s.
- Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Improve usage and increase productivity of IT support resources.
- Escalate service requests that cannot be scheduled within agreed service levels.
- Report the utilization of IT Support resources and successful completion of service requests to the General Manager.
- Responsible for entering time and expenses as they occur.
- Enter all work as service tickets into the computer system.
- Escalate requests to other team members as necessary.

**Qualifications**
- Previous customer service experience of 5 to 7 years
- Bachelor’s degree or equivalent work experience in coordinating team workloads
- Positive attitude and a strong willingness to continually learn
- Basic knowledge of computers and operating systems
- Bilingual in English and French
- Experience as a team leader (teams of 5 to 6 people)
- Interpersonal skills: such as telephone communication, active listening, and customer care
- Ability to multitask and adapt quickly to changes
- Technical awareness: ability to allocate resources appropriately to technical issues
- Familiarity with key IT services of the organization being supported
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills for quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-paced environment.

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

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