IT Service Desk Lead

**Service Desk Lead**

**Why this is the Perfect Opportunity for You**

With 28 brands in 83 Dealerships, in two countries, AutoCanada is a 2008, 2013 and 2021 CADA Laureate Winner, a 2021 TSX30 Winner and currently holds 14 OEM Performance awards.

Culture at AutoCanada is everything Our core values are based on:

- People
- Operational Excellence
- Customers
- Integrity
- Innovation
- One Team

We strive to build value for the people who choose us every day: our people, our clients, and our investors. We do this by holding true to the values that guide us. Our culture is who we are and how we show up - as individuals and as a team.

**Who we are looking for**:
The Service Desk Lead is responsible for overseeing the daily operations of the IT Service Desk team, ensuring efficient and effective support for AutoCanada end-users. This role involves leading a team of service desk technicians, handling service requests, incident management, and providing excellent customer service. The Service Desk Lead will also be responsible for generating and analyzing service desk reports to identify trends, monitor team performance, and make data-driven recommendations for process improvements.

You will succeed in this role if you have excellent customer service experience, self-motivated, goal oriented, detail oriented, and a willingness to learn. This position requires continuous professional development, and this position will offer career growth potential for motivated individuals. This role provides opportunities to progress in technical and non-technical areas.

**Why you will love this job**:
We have an enthusiastic and highly effective team with no end of challenging and interesting work. Be a part of a team that works hard and has a lot of fun along the way. This group is constantly being recognized for their first-class service.

Our company is a recognized national leader in business innovation and features in the top 30 best performing companies on the TSX. The company and our team are growing, and the expansionary mindset holds considerable potential for the right person.

**What you will do**:

- Ensure all IT support is delivered with a focus of client experience and satisfaction
- Troubleshoot and document your work in a descriptive yet concise format appropriate for your audience (customer vs. support teams)
- Communicate and document updates on existing tickets to clients and support teams
- Maintain consistent communication and documentation within the Technology Services team
- Advise client on system usage, with emphasis on the adherence to follow policy and procedures
- Promote and educate clients on the use of new and existing IT services
- Identify and communicate outages to clients based on defined processes
- Accurately provision approved requests for IT services with attention to effective dates and timelines

**What you bring to the table**:

- Team Leadership:

- Supervise, mentor, and support a team of service desk technician
- Provide coaching and training to team members to enhance technical skills and customer service abilities
- Conduct regular evaluations and provide feedback to team members
- Service Desk Operations:

- Ensure timely and accurate resolution of technical issues while maintain a high level of customer satisfaction
- Prioritize and delegate tasks within the service desk team to meet service level agreements (SLA) and operational level agreements (OLA) between technical teams
- Reporting and Analysis:

- Generate service desk reports on a regular basis
- Analyze service desk data to identify trends, recurring issues, and areas for improvement
- Prepare and present reports to management, highlighting key performance indicators and making recommendations for process enhancement
- Process Improvement:

- Collaborate with IT Team to identify opportunities for improvement
- Implement best practices to enhance service desk efficiency and effectiveness
- Propose and lead initiatives to streamline service desk workflows and enhance customer experience
- Customer Relationships Management:

- Build and maintain strong relationships with end-users and internal stakeholders
- Gather feedback from customers to assess service quality and make necessary improvements
- Act as a liaison between the service desk team, IT team and other departments
- Bilingual in English and French would be an asset
- ITIL certification would be an asset

For more information about AutoCanada, check out autocan.ca/, Instagram, Facebook.

To apply, please submit your resume and cover letter on the Careers portion of our website.