Service Desk Team Lead

1 week ago

Edmonton, Canada Fujitsu Full time

Service Desk Team Lead **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 (

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