IT Service Desk Team Lead

**WHO WE ARE**

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

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**OUR VALUES**

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

We are looking for a proactive and experienced **IT Service Desk Team Lead** to join our Technology Services division. In this newly established role, you will lead a team of service desk technicians, ensuring the delivery of exceptional IT support while spearheading initiatives to enhance user satisfaction and optimize the end-user experience.

Reporting to the Service Desk Manager, you will serve as the primary escalation point for service desk technicians, ensuring thorough investigation and resolution of issues prior to engaging with other teams within Technology Services.

This position is ideal for a seasoned Service Desk Technician with a strong passion for continuous improvement and excellence in service delivery.

**Key Responsibilities**:

- Oversee the daily operations of the IT Service Desk, ensuring timely resolution of tickets and adherence to service level agreements (SLAs)
- Act as an escalation point for complex technical issues, providing advanced troubleshooting and problem-solving support
- Monitors Service Desk operations to ensure adherence to ITIL practices, Service Level Agreement Framework, escalation procedures and department performance goals and raises areas of concerns with the Service Desk Manager
- Monitor and report on key performance indicators (KPIs), identifying trends and areas for improvement
- Facilitates weekly meetings with Service Desk Manager to review and discuss KPI’s and performance metrics and discuss action plans to address any areas of concern
- Develop and implement service desk policies, procedures, and best practices to enhance efficiency and service quality
- Collaborate with other IT teams to ensure seamless support for projects, deployments, and system updates
- Train and onboard new team members, fostering a culture of continuous learning and professional development
- Maintain up-to-date knowledge of industry trends, emerging technologies, and best practices in IT service management.

**What you will bring**:

- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience
- 3+ years of experience in an IT support role, with at least 1 year in a leadership or supervisory position
- Strong technical knowledge of IT systems, networks, hardware, and software
- Experience with IT service management tools (e.g., ServiceNow, JIRA, or similar)
- Excellent leadership and team management skills, with a proven ability to motivate and develop staff
- Demonstrated ability to improve processes and procedures, focusing on reducing resolution time, reducing ticket queue numbers, and automation
- Strong problem-solving abilities and a customer-focused mindset
- Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment
- Excellent communication skills, both verbal and written
- ITIL certification or knowledge of ITIL processes is a plus

**SECURITY REQUIREMENTS**:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 5 years.

**WHAT WE OFFER**:

- Competitive salary - with the opportunity for increases
- Minimum 3 weeks vacation to start
- Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
- 100% paid extended health and dental benefits
- Pension - employer matched contributions to Municipal Pension Plan, a defined benefits plan
- Career development - we are supportive in developing your skills while pursuing your career at E-Comm

**Vaccination Policy**:E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

**JOB DETAILS**:

- Number of positions: One
- Job status: Regular Full-Time
- Hours of work: Monday to Friday, 40 hours per week
- Wage/Salary: PG24| $42.48 to $50.12 per hour ($88,358.40 to $104,249.60 per annum - 2024 rates)
- Employee Group: CUPE, Local 8911
- Department: Technology Services
- Location: E-Comm Lower Mainland (3301 Pender Street, Vancouver, BC)
- **CLOSING DATE FOR APPLICATIONS**:September 10th, 2024 at 11.59pm