Service Desk Lead

2 weeks ago


Coquitlam, British Columbia, Canada Accoravillage Full time
About the Role

We are seeking a highly skilled and experienced Service Desk Lead to join our team at Accoravillage. As a key member of our IT department, you will be responsible for leading the day-to-day activities of our service desk, ensuring that incidents and escalations are resolved efficiently and effectively.

Key Responsibilities
  • Lead the Service Desk Team: Foster a continuous improvement environment, driving process improvements and ensuring that the team has the necessary resources to perform their jobs.
  • Incident and Escalation Management: Oversee the resolution of incidents and escalations, ensuring that SLAs and KPIs are met.
  • Project Leadership: Lead projects and research new tools to improve the efficiency and effectiveness of our service desk operations.
  • Team Development: Mentor and develop the skills of the service desk team, ensuring that they have the necessary knowledge and expertise to provide excellent customer service.
Requirements
  • 5+ years of experience working on a service desk using ITSM tools.
  • Experience leading and mentoring a team, and overseeing projects.
  • Experience with the Microsoft suite, including O365, Azure, Active Directory, and Intune.
  • ITIL Certification.
What We Offer
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • The chance to work with a leading company in the industry.

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