IT Service Desk Supervisor

2 weeks ago


Greater Ottawa Metropolitan Area, Canada LeverageTek Staffing Solutions Full time

We are seeking a highly experienced IT Service Desk Supervisor to join our team at LeverageTek Staffing Solutions. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our IT Service Desk, ensuring that our clients receive exceptional support and service.

About the Role

As an IT Service Desk Supervisor, you will be responsible for managing a team of technical support staff, providing guidance and coaching to ensure they have the skills and knowledge needed to provide excellent customer service. You will also be responsible for monitoring and analyzing performance metrics, identifying areas for improvement, and developing strategies to enhance service delivery.

Key Responsibilities
  • Supervise and manage a team of technical support staff, providing coaching and training as needed
  • Monitor and analyze performance metrics, identifying areas for improvement and developing strategies to enhance service delivery
  • Develop and implement processes and procedures to improve service desk efficiency and effectiveness
  • Collaborate with other departments to ensure seamless service delivery and high levels of customer satisfaction
Requirements

To be successful in this role, you will need:

  • A minimum of 3 years' experience in IT service management, preferably in a leadership or supervisory role
  • Proven experience in team management, coaching, and development
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with both technical and non-technical stakeholders
  • A strong understanding of IT service management principles, including ITIL
  • The ability to work effectively in a fast-paced environment, with multiple priorities and deadlines
What We Offer

We offer a competitive salary and benefits package, including a base salary of $80,000 - $100,000 per year, depending on experience. We also offer opportunities for professional growth and development, as well as a dynamic and supportive work environment.

This is a full-time position, working Monday to Friday, with occasional evenings and weekends required. The ideal candidate will be able to commute to our office in Ottawa, ON.



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