IT Operations Lead
3 weeks ago
Description:
The Senior Helpdesk Manager will be responsible for leading and managing a team of Helpdesk Agents who provide first-line IT support to employees.
Key duties include ensuring resolution of technical issues promptly, implementing best practices, managing escalations, collaborating with cross-functional teams to enhance service delivery, maintaining SLAs, and reporting on KPIs.
We are looking for individuals with a proven history of managing an IT Helpdesk team who maintain high service standards and performance frameworks while promoting equity, diversity, and inclusion.
Strong leadership skills are essential for guiding and mentoring the team to deliver this service effectively while scaling our teams and processes.
Primary Duties and Responsibilities:
- Oversee a team of 10-15 Tier 1 Helpdesk Agents.
- Manage the IT ticketing system for various departments.
- Implement organizational metrics to ensure high performance.
- Guide Helpdesk agents through training, coaching, setting expectations, and evaluating their performance.
- Align with user needs and system functionality to shape organizational policy.
- Strategically seek ways to enhance the Helpdesk.
Experience & Skills Required:
- Lead and mentor the IT Helpdesk Team across various functions.
- Demonstrated experience as an IT Helpdesk Manager or similar role.
- University degree in a technical field or equivalent education, certifications, and work experience.
- Experience in people management, ideally as an IT manager or team lead for up to 15 people.
- ITIL v4 certification preferred.
- Experience with Helpdesk software, especially Zendesk.
- Skilled at building relationships and effective communication, both verbal and written.
- Strong interpersonal skills for fostering collaborative partnerships across different functions and levels within the company.
- Experience managing a technical team.
- Bilingual French/English - Preferred.
- Excellent project and account management abilities.
- Capability to manage multiple projects at once.
- Strong time-management skills to meet schedules.
- Team player, dedicated, and passionate about your work.
About Lifemark:
Lifemark is a market leader in customized healthcare solutions. As one of the largest and most comprehensive providers in Canada, we continue to grow exponentially.
We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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