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Team Leader

2 weeks ago

Montréal, Canada Cirque du Soleil Full time

**Team Leader - IT Assistance Center**
- Full-Time Position_

We have a place for individuals with a distinct penchant for ensuring the smooth operation of our shows and events, for conceiving remarkable products, for putting their ingenuity at the service of their team, and for contributing to the enhancement of their expertise and the development of exceptional practices. Cirque du Soleil Entertainment Group relies on an ever more creative and collaborative approach to work in order to constantly push back the limits of the imagination

**Put your expertise in the spotlight**

The Head of the Assistance Center, under the supervision of the IT Operations Director, is responsible for coordinating and supervising all operational activities related to the provision of IT services to circus employees. In close collaboration with the various IT teams, he plays an active role in the evolution of the service center, aiming for improvement, efficiency, and effectiveness. To do this, he uses the ticketing platform to minimize the negative impacts of problems and incidents and to ensure that service requests are resolved within the expected time frame. The head of the assistance center is an IT ambassador, he must maintain close contact with users to understand their issues and needs. He is responsible for identifying opportunities for improvement and ensuring that users benefit from them.

**Main Responsibilities**:

- Supervise the assistance center team to ensure efficient and rapid resolution of IT problems, in accordance with service levels and agreed deadlines.
- Measure team performance using key indicators and produce regular reports on service quality and customer satisfaction rate.
- Support assistance center agents in the event of complex or sensitive problems and ensure effective communication with end users and other departments involved in problem resolution.
- Manage the team's human resources, including defining expectations and individual goals, planning work schedules, assigning daily tasks, evaluating individual performance, identifying training or professional development needs, and providing constructive feedback.
- Collaborate with other IT teams to resolve complex problems or major incidents and supervise the management of major incidents.
- Analyze and optimize existing processes and procedures, identify automation opportunities, and make necessary changes.

**You possess the following professional and technical skills**:
University degree in information technology, or equivalent.
- Have 2 to 3 years of experience as a leader in an IT assistance center.
- Sense of organisation, time management and priorities.
- Excellent knowledge of ITIL policies and procedures.
- Experience with an ITSM management platform.
- Strong team management and leadership skills.
- Ability to solve problems and make informed decisions.
- Commitment to customer satisfaction and service quality.
- Excellent verbal and written communication skills in French and English.

**Create with us**

**Our employer proposition stands out. Here's an overview**:

- An inclusive work environment based on team experience;
- Access to an individual office on the days you come to the Montreal Studio, a stimulating environment that will allow you to put all your creativity to good use;
- Professional growth focused on high-quality projects to propel your career, as well as personalized support tailored to your professional ambitions;
- Group insurance, retirement savings and other benefits that we'll be happy to introduce to you;
- A culture focused on the development of equitable practices and rallying events.
- As a proud ambassador of equality in employment, Cirque du Soleil Entertainment Group is committed to eliminating discrimination based on age, skin color, origin, religion, gender, gender identity, sexual orientation and neurodiversity. Neutral and inclusive language is now preferred for job postings. _