Service Desk Lead

2 weeks ago

Kingsville, Canada Mucci Farms Inc Full time

**Title**: Service Desk Lead

**Reports to**:Director of IT

**Based at**: Mucci International Marketing Inc., Kingsville, ON

**Revised**:December 20, 2024

**Type of Employment**: Full-Time, permanent, 5-days a week; after hours and weekends depending on workload and priorities.

**Job Responsibilities and Accountabilities**:

- Lead Service Desk operations and support technicians in matters relating to the installation, maintenance, and repair of desktop computers, instructional support equipment, and relevant software
- Oversee all Service Desk calls and IT Work Requests for courteous, timely and effective resolution of issues for compliance with customer service best practices and SLAs; monitors response times and service restoration for all users
- Serve as the first point of contact for end users and provide technical assistance for incoming queries and issues related to computer systems, software, and hardware
- Troubleshoot to determine the best solution based on the issue and details provided by the end user
- Negotiate service-level agreements to maintain objectives; create reports and proposals for new or modified services that address staff needs.
- Train, coach and mentor Service desk staff, ensure staff are effectively prepared for and maintain performance levels
- Guide end users through problem-solving process
- Install, modify, and repair computer hardware and software
- Escalate unresolved issues to the next level of support personnel when necessary
- Follow up with end users to ensure their issue has been resolved
- Gain feedback from end users about computer usage
- Document issues and ensure all solutions are logged and organized appropriately
- Provide accurate information on IT products or services
- Identify and suggest possible improvements on procedures
- Develop training manuals and SOP’s
- Provide effective and efficient customer service while training end users

**Knowledge, Skills and Abilities**:

- College Diploma/University Degree in related field
- Minimum 3-5 years’ experience in an IT setting
- Experience in a Service Desk setting considered an asset
- Team Lead or Supervisory experience is considered an asset
- ITIL4 certification and/or work experience an asset.
- CompTIA A+/Network+ considered an asset
- Organizational, verbal and written communication skills a must
- Ability to work independently and with mínimal supervision
- Attention to detail and ability to multi-task is a must

**Physical Abilities**:

- Must be able to sit and/or stand for extended periods of time
- Must be able to deal with challenging employees and/or situations
- Must be able to lift material regularly up to 14 kg / 30 lbs; and occasionally up to 23 kg / 50lbs
- Must be able to climb stairs and stand on feet for an extended period of time
- Must be able to work in a temperature-controlled environment of approximately 13 ˚C / 55 ˚F

**Job Requirements**:The incumbent will be committed to customer service excellence and leading by example. A positive attitude in the workplace is required as is the ability to adhere to all human resources, operational and food and health safety policies and procedures.

**Note**: This description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Responsibilities, tasks, and duties of the jobholder might differ from those outlined and other duties may be assigned.

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