
Service Desk Team Lead Edmonton Hybrid
4 weeks ago
**PURPOSE**
- The Service Desk Team Lead motivates, develops, and leads a team of Process Controllers, Service Desk Experts and Service Desk Agents to ensure delivery of Incident and Request management to agreed levels of service on a day-to-day basis.
- Under the direction of the Service Desk Manager will ensure all Service Desk Services, Delivery commitments and Deliverables required under the Contractual Agreement are provided to the CLIENT in accordance with the Agreement.
- This includes managing and monitoring of XLAs/SLAs (Experience Level & Service Level Agreements), the ongoing management of Service Desk Operations to provide the agreed levels of service, and continually and proactively working to improve service delivery, value-add and meet sustainability targets.
- Reports to the Service Desk Manager
**EXPERIENCE**
- 3-5 years of experience in a high-volume Service Desk
- 2-4 years of experience in a Service Desk leadership role in Managed Services
- 3+ years of people and organizational leadership experience
**KEY ACCOUNTABILITIES**
- Manages the Service Desk Team agents’ delivery to the customer contracted service commitments & continual service improvements driving development, effectiveness, and innovation.
- Develops effective relationships with customer’s management team.
- Actively owns service risks & improves productivity for customers & Fujitsu to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer).
- In conjunction with the customer identifies & defines continuous service opportunities and manages deployment and acceptance into service (in conjunction with client).
- Proactively leads internal and external suppliers in a service partnership as ‘One Service Team’.
- Leads the continual improvement of Service Delivery standards & practices
- Conducts one-on-one meetings with all staff and leads monthly and quarterly reviews with the team and clients.
**COMPENTIENCIES**
- Proficient with managing and delivering superior Customer Satisfaction - when needed can develop and implement a Continuous Improvement & Action plan.
- Strong written and verbal communication skills and capable of interfacing directly with clients.
- Good data analysis and reporting skills
- Able to manage medium size teams (
-
Global Service Desk Team Lead
4 weeks ago
Edmonton, Canada Long View Systems Full time**Are you passionate about leading people and going above and beyond to deliver an exceptional experience for clients? We are looking for a dynamic and customer-oriented **Global** **Service Desk Team Lead** for our Integrated Global Services team located in **Calgary, Edmonton, or Toronto**! You will lead an amazing team of individuals while supporting a...
-
Team Lead, Dats Community Relations
3 weeks ago
Edmonton, Canada City of Edmonton Full time**Job Number**:51220** The Team Lead, DATS Community Relations is responsible for leading a team of Community Relations agents who handle complaints, commendations, and inquiries from various sources. This role involves conducting trend analysis, reviewing policies, and managing escalated complaints. The Team Lead also plays a key role in promoting...
-
Team Lead, Dispatch Services
4 weeks ago
Edmonton, Canada City of Edmonton Full time**Job Number***: **48197** Help contribute to Edmonton’s livability. Support the work of the Community Standards Branch and its various enforcement officers through call evaluation, dispatch and coordination of work assignments. The Community Standards Peace Officer Section is seeking a self-motivated individual who can provide a high level of customer...
-
Payroll Team Lead
4 weeks ago
Edmonton, Canada City of Edmonton Full time**Job Number**:50644** Are you a detail-oriented and experienced payroll professional looking to lead a dynamic team in ensuring accurate and timely payroll processing? The Edmonton's Employee Service Centre (ESC) team has an opening as a Payroll Team Lead, we’d love to hear from you! The Payroll Team Lead is responsible for overseeing the end-to-end...
-
Team Lead
3 weeks ago
Edmonton, Canada Paul Davis Edmonton Full timeJoin our dynamic team at Paul Davis Edmonton, a leading insurance-based disaster restoration company situated on the north side of Edmonton. We're currently seeking skilled individuals to fill the role of Disaster Restoration Team Lead. Position Overview: We're on the lookout for dependable, punctual, and motivated individuals who can take charge of leading...
-
Help Desk Team Lead
59 minutes ago
Edmonton, Alberta, Canada Keeran Networks Full timeHelp Desk Team Lead Keeran Networks is looking for full time Help Desk Team Lead on its Service team to bring energy and knowledge to their help desk and large technical client base. Reporting to the Director, Managed Services. You will be responsible for providing our managed services clients with world class support that allows them to see a return on...
-
Processing Team Member
7 days ago
Edmonton, Canada Hybrid Infusions Full timeHybrid Infusions, the name behind the Virtue Cannabis brand, is an independently owned and operated cannabis producer based in Edmonton, Alberta. We create premium cannabis products for the Canadian market and believe that our diverse team is the driver behind our success. We are on the lookout for some new faces to join our team as **Processing...
-
Team Lead, Edmonton
4 weeks ago
Edmonton, Canada Purdys Chocolatier Full timeCraving a dream job? Join one of Canada's Top Employers. Purdys Chocolatier is delighted to have been voted by our employees as one of Canada's Best Employers. This esteemed award is a testament to the rich texture of our history and our more than 115 years of dedication to quality, trust, and a supportive work environment.Job Type: Full-time,...
-
Inside Sales
4 weeks ago
Edmonton, Canada Bellare Industrial Coatings Inc. Full time**HIRING FOR ALL POSITIONS IN EDMONTON** **PLEASE SEE OUR OTHER JOB POSTING ON INDEED** **INSIDE SALES / ORDER DESK - EDMONTON** Bellare Industrial Coatings Inc. is an Alberta based, independently owned and operated company, providing finishing solutions since 1988. We specialize in wood coatings including stains, lacquers, polyurethanes and water base...
-
Front Desk Team Lead
4 days ago
Edmonton, Alberta, Canada Pomeroy Lodging Full timeWe are looking for an experienced and skilled Hotel Front Office Supervisor to lead our front desk team. As a key member of our hotel management team, you will be responsible for ensuring that our guests receive exceptional service and have a positive experience at our hotel.About the RoleThis is a challenging and rewarding role that requires strong...
-
Program Lead, Service Experience
4 weeks ago
Edmonton, Canada City of Edmonton Full time**Job Number**:50823** The Department Strategy and Project Management Center of Excellence play a vital role in contributing to the City of Edmonton's strategic vision for the Integrated Infrastructure Services department. We are a dynamic team of innovators and collaborators, dedicated to aligning departmental and corporate goals, optimizing business...
-
Service Receptionist
4 weeks ago
Edmonton, Canada West Edmonton Hyundai Full time**About us** West Edmonton Hyundai is a small business in Edmonton, AB T5S 1P5. We are professional, agile, and innovative. Our work environment includes: - Modern office setting - Growth opportunities Receptionist **Responsibilities**: - Greet and welcome customers in a friendly and professional manner - Answer phone calls, schedule appointments, and...
-
Team Lead, EFAP Administration
5 days ago
Edmonton, Alberta, Canada Homewood Health Centre Full timeAB4 - EdmontonEdmonton Clinic8215 112th Street NWSuite 1800Edmonton, AB T6G2C8, CANMake a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champions for quality and continuous learning.As a Team Lead, EFAP...
-
Cannabis Processing Team Member
4 weeks ago
Edmonton, Canada Hybrid Infusions Full timeHybrid Infusions, the parent company of Virtue Cannabis, is an independently owned and operated licensed cannabis producer based in Edmonton, Alberta. We create high-quality cannabis products for the Canadian market and believe that innovation, inclusivity, and teamwork are the key drivers of our success. We are seeking individuals to join us as Processing...
-
Service Desk Tier I
3 weeks ago
Edmonton, Canada Framewerx Inc Full timeThe Service Desk I position serves as the primary contact point for clients seeking technical support. This role is essential for managing client interactions, delivering first-level support, and ensuring timely resolution of issues. Responsibilities include addressing a wide range of IT-related problems, from basic troubleshooting to escalating complex...
-
Restoration Team Lead
1 week ago
Edmonton, Canada Paul Davis Edmonton Full timePaul Davis Edmonton is an insurance-based disaster restoration company located on the north side of Edmonton. We are currently hiring **Disaster Restoration Team Leads.** Position summary: General duties of this position are as follows: - Following work orders to carry out all restoration work necessary - Completing demolitions of affected areas, as per...
-
Team Lead Peer Services
3 weeks ago
Edmonton, Canada Canadian Mental Health Association Edmonton Region Full time**Identifying Information** Job Title: Team Lead, Peer Support Services Program Area: Individual and Family Support Program Job Level: Program Team Lead Reports to: Manager, Individual and Family Support **Organization Summary** CMHA-Edmonton is a non-profit organization whose mission is to ensure that all people experience good mental health and...
-
Team Lead, Edmonton
4 weeks ago
Edmonton, Canada Purdys Chocolatier Business Gifting, Group Full timeCraving a dream job? Join one of Canada's Top Employers. Purdys Chocolatier is delighted to have been voted by our employees as one of Canada's Best Employers. This esteemed award is a testament to the rich texture of our history and our more than 115 years of dedication to quality, trust, and a supportive work environment.Job type: Full-time,...
-
Abatement Team Lead
4 weeks ago
Edmonton, Canada Paul Davis Edmonton Full timeAbatement Team Lead at Paul Davis Restoration **Location**: Edmonton, Alberta **About Us**: Paul Davis Restoration is a leader in property restoration, dedicated to helping homeowners and businesses recover from disaster with top-notch service. Our commitment to excellence, safety, and compassion sets us apart in the industry. **Role**: We are seeking a...
-
Team Lead, EFAP Administration
5 days ago
Edmonton, Canada Homewood Health Centre Full timeAB4 - Edmonton Edmonton Clinic 8215 112th Street NW Suite 1800 Edmonton, AB T6G2C8, CAN Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champions for quality and continuous learning. As a Team Lead, EFAP...