Global Service Desk Leader

1 month ago

Montreal, Quebec, Canada LCI Education Full time

LCI Education seeks a dedicated Global Service Desk Manager to lead and inspire our service desk team.

In this vital role, you will oversee the daily operations of the service desk, ensuring exceptional customer service and continuous improvement. You'll act as the primary point of contact for client requests, bridging the gap between clients and the IT organization.

Your responsibilities will encompass:

  • Guiding the Global Service Desk team to deliver outstanding customer experiences and maintain operational excellence.
  • Establishing clear performance goals and monitoring key metrics to ensure customer satisfaction.
  • Serving as the ultimate escalation point for complex issues within the service management team, providing expert guidance and resolution.
  • Collaborating with regional service center managers to identify training needs, address staffing concerns, and foster a culture of continuous learning and development.
  • Supporting regional IT leaders by setting goals, providing performance feedback, and contributing to their success.
  • Overseeing the successful implementation of technology projects within the global service center environment.
  • Building and nurturing strong relationships with technology vendors to ensure seamless integration and support.
  • Staying abreast of industry trends and emerging technologies to maintain a proactive approach to service delivery.
  • Contributing directly to LCI Education's technology strategy and overall success in its field.

We are seeking an individual with:

  • A Bachelor's degree in Computer Science, Engineering, or IT Management.
  • 7+ years of proven experience leading a Service Desk team.
  • Fluency in French and English; Spanish proficiency is a valuable asset.
  • Expertise in the Microsoft technology stack, including Office 365, Azure AD, and Intune.
  • One or more relevant industry certifications (e.g., ITIL) are highly desirable.

This role involves collaborating with clients and partners on a global scale. Professional proficiency in English is essential for success in this position.

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