IT Service Desk Team Lead

JOIN OUR TEAM

Metro Supply Chain is a strategic supply chain solutions partner for some of the world’s fastest growing and most recognizable organizations. We advance our customers’ business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14 million square feet in 98 sites across North America and Europe with a team of 6,000, it is the largest privately-owned supply chain solutions company based in Canada.

Purpose
- Leading a team of 2-4 analysts which provides Tier 1 and 2 Help Desk support to the organization
- handles incident & service request tickets and escalate via the organizations ticketing system and Service Management Tools
- support the team on outstanding incidents to avoid escalations and ensure timely and effective resolution
- Adhere to defined IT Service Management processes (change, incident, problem and service request) and operate within defined service levels
- Participate in on-call rotation and is expected to respond within the service level targets
- participate in new clients deployment and internal IT projects
- Ability to effectively function in a fast-paced, mission-critical technology support environment
- Ability to establish and maintain positive, effective working relationships with users and other departments

Key Responsibilities
- Lead by example the IT ServiceDesk team members to enable them to meet business expectations
- Promote teamwork that will boost the level of productivity, enhance excellence in communication and maintain the level of service delivery based on the designed SLAs and seek areas of improvement
- maintain the IT ServiceDesk Team queue and ensure tickets are being reassigned equally, and maintain the optimal time utilization for the team
- Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the IT ServiceDesk team members
- Showcase level of expertise by providing satisfactory explanations and solutions to customer questions and issues to gain their confidence
- Organize rotational training and/or make arrangements for team members to receive training on the latest and best practices in handling IT ServiceDesk-related cases
- Keep clean records of all activities in the ServiceDesk and present them to management upon request for evaluation
- Create good working relationships amongst members of the IT ServiceDesk team to ensure a smooth flow of work, which improves overall performance and increases productivity
- Following the Incident, Request, Change and Escalation processes ensuring high levels of performance in these processes
- Improvement activities when required to comply with the IT policies and procedures
- Maintain high-performing service support functions, including IT ServiceDesk, Desktop Support and VIP support, complying with SLAs

Qualifications and skills
- Bachelor’s degree or college diploma in information systems support or related field with at least two years of experience leading small support teams - understanding IT ServiceDesk KPIs, reporting, etc
- Must be results-driven with exceptional organizational skills, time management, and the ability to multi-task in order to meet deadlines and achieve department and organization targets and objectives.
- Ability to showcase good leadership skills to motivate and inspire each team member in their objective to meet both the team and their individual goals
- Experience supporting both onsite and remote users will be critical
- Knowledge of ITSM processes and ITIL framework ( Certification is a plus)
- Experience in contributing to multiple technology-related tasks and/or projects
- Understanding of basic networking concepts, including routing, subnets and firewalls
- On-call rotation is possible in this position
- Experience in identifying, capturing, documenting and presenting feedback to Service Operations.
- Able to work independently and build strong working team relationships. as well as possessing analytical skills
- Excellent communication, both written and verbal, and problem-solving skills
- Must possess a valid Ontario G driver’s licence and have a reliable vehicle to perform key work functions that require travel across the GTA and must also be equipped to work professionally from home with a reliable internet connection to perform some remote job functions

Why Join Us
- Work in an environment where safety is our first priority
- The opportunity to build a career with a growing company
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Wellness programs to support your family’s well-being
- A Retirement Savings Program with a company match
- Company team wear allowance
- Employee Appreciation Day
- Company sponsored social events
- Community volunteering

Should you require accommodation for a special ability or need during the recruitment process, please re