Service Desk Team Lead

7 months ago

Toronto, Canada The Salvation Army Canada and Bermuda Full time

**Service Desk Team Lead**

**Location: Hybrid in Toronto**

**Division: Information Technology, Service Delivery & Productivity**

**About The Salvation Army**

For more than 130 years, The Salvation Army (TSA) has had the privilege of serving vulnerable people in communities across Canada and Bermuda. Last year, we helped 2.6 million people, providing necessities of life such as food, clothing, and shelter. And our work goes well beyond that to including supporting people through unemployment, loneliness, finding church community, and responding to family challenges. We continually adapt to meet emerging needs.

These are exciting times at The Salvation Army as we launch a significant digital and business transformation. We are in the midst of revolutionizing our core capabilities to maximize service and mission outcomes. This will include an integrated platform for relationship and people management, learning, intranet and data warehouse.

**What You'll Do**
- Full people management responsibilities - recruitment and selection, onboarding & offboarding, formal and informal performance management, career development
- Full major incident responsibility following the Incident Management Guideline - identification and escalation of major incidents, timely follow up, and user communication
- Guide Service Desk Technicians through technical troubleshooting
- Maintain IT support documentation
- Perform ticket and call evaluations as part of quality management
- Analyze team performance trends and provide recommendation to Service Desk
- Oversee the CSAT program, following up on customer survey feedback, identifying improvements, and carrying them out
- Ensure knowledge is easily available and equal among all members of the team
- Regularly evaluate call and ticket quality for all Service Desk Technicians
- Actively participate in and provide support for new and ongoing projects affecting customers or Service Desk environment
- Assist with pilots and testing and provide recommendations based on results
- Ensure adequate SOP documentation is available before go-live dates
- Complete payroll supervisory functions in UltiPro inclusive of approving vacation, sick time, timesheets, etc. for staff where applicable.
- Ensure that the measures and procedures prescribed (OHSA) are carried out in the workplace and that every reasonable precaution is taken for the protection of the worker and workplace.

**What You Bring**
- 2-year Diploma in a Computer and Technology field
- Certificate in ITIL Foundations v3 or v4 or working towards the certification
- Two or more years supervisory experience leading a Service Desk or having a senior Service Desk role
- Knowledge of computer hardware, including multi-function devices
- Experience with a wide range of technical devices (desktops, laptops, thin clients, tablets, mobile)
- Application support experience with Microsoft 365 required
- Working knowledge of ServiceNow
- Knowledge of Service Desk metrics (CSAT, NPS, ASA, GOS, AHT, FCR)
- Experience with Service Desk reporting and dashboards
- Experience with live (phone) support
- Proven experience in identifying and implementing process improvements and CSI
- Excellent written and verbal communication
- Interest in working in an ITIL-driven environment and working knowledge of ITIL principles and processes
- Proven analytical and problem-solving abilities
- Strong coaching/training skills
- A thoughtful leader, inquisitive and comfortable in challenging the status quo
- Must be conscientious and reliable with a strong commitment to customer satisfaction and problem resolution
- Keen attention to detail
- Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills
- Must possess empathy for people with problems and be able to tactfully deal and communicate with customers
- Must possess a proactive and positive attitude
- Must possess a sense of urgency and the ability to prioritize in a high-volume, fast-paced environment

**What We Promise**
- Belonging to a creative, dynamic team of IT professionals where what you do will make a difference in your own backyard and across Canada & Bermuda
- Continuous learning and growth through challenging work
- An opportunity to launch and/or grow your career with a huge, stable, international not-for-profit organization
- We live our **Core Values** **as a faith & values-based organization, we hire and serve people of all backgrounds, faiths, and traditions - there's a place for everyone to belong here.

**Compensation**

**How We Hire**

We embrace equity, diversity, justice, inclusion and belonging and we're committed to building a team that represents many backgrounds, perspectives and skills, representative of the communities we serve. The more inclusive we are, the better our work and workplace will be.

The Salvation Army will provide reasonable accommodation upon request. Please let us know if you have a need for any accommodation.

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