Service Desk Lead

5 days ago

Toronto, Canada IBM Full time

**Introduction**
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

**Your Role and Responsibilities**

**What you’ll be doing**:
**Time & Attendance: 10%**
- Approve Overtime based on business need and coordinate with the Service Desk Manager
- Track Agent attendance and communicate status with assigned Agents
- Approve time off based on the established process and coordinate exceptions with the Service Desk Manager

**Performance Reviews / One on Ones: 15%**
- Conduct monthly 1x1’s with assigned agents and as needed throughout the month for ongoing coaching / development
- Conduct yearly evaluations by preparing the documentation and coordinating feedback for the Service Desk Manager to determine the appropriate increase

**Performance Improvement: 25%**
- Conduct performance plans and implementation of goals as they align to the business needs provided by the Service Desk Manager
- Meet with assigned agents throughout the Month to proactively coach to KPI goals

**Interviewing: 5%**
- Assist the Service Desk Manager in initial Lead interviews

**Business Operational Duties: 45%**
- Maintain and help monitor call queues and assist WFM in planning / scheduling
- Make Group staffing decisions based on call volumes and ticket volumes to balance the workload each day
- Drive performance by encouragement and promoting a positive working environment
- Partner with Customer Success Managers and clients to develop action plans to improve performance and coordinate implementing changes
- Attend weekly Client Operational meetings as assigned by the Service Desk Manager
- Travel to Client locations as needed to drive partnerships and better understanding of Client needs in order to achieve results
- Develop Teambuilding ideas and implement with assigned Team of Agents
- Be a constant presence on the production floor to assist with questions or training needs
- Be available at times to support other leads with issues or training needs
- Assist Quality Control and training any time a need arises and be able to monitor WFM tasks when WFM is unavailable
- Have a solid understanding of reporting and be able to generate reports in Salesforce, inContact and inView
- Understand and act on monthly metrics that may be causing red status

**Performance Metrics**:

- Monthly 1x1’s completed for each agent assigned
- Minimum tickets worked weekly (2) - Random
- Be within the Attendance Guidelines, yet emphasize that it is expected to not have unplanned time off
- Involvement with at least 1 improvement initiative per quarter

**Required Technical and Professional Expertise**
- 3+ years of experience working in a Service Desk environment
- 2+ years of team lead experience within a Service Desk environment
- Demonstrated knowledge and familiarity with standard operating procedures & environment
- Demonstrated ability to provide thorough troubleshooting for both Windows and MAC issues
- Demonstrated ability to communicate effectively with clients to assess and document needs and issues
- Able to make judgments under ambiguous conditions
- Demonstrated ability to manage multiple priorities, objectives and deadlines
- Proven ability to prioritize work and escalate issues as needed
- Demonstrated ability to lead by example
- Excellent verbal and written communication skills and the ability to interact professionally with clients, management team and coworkers
- Must be flexible with working schedule.

**Preferred Technical and Professional Expertise**
N/A

Must have the ability to work in Canada without sponsorship.

**About Business Unit**

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a trul

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