IT Service Desk Leader

1 week ago

Greater Montreal Metropolitan Area, Canada Fujitsu Full time

About the Company

Following rapid expansion of new client initiatives, the Fujitsu is seeking a skilled IT Service Desk Team Leader to join our dynamic Managed Services Team.

About the Role

The Service Desk Team Lead motivates, develops, and leads a team of Process Controllers, Service Desk Experts, and Service Desk Agents to ensure delivery of Incident and Request Management at agreed service levels. Reporting to the Service Desk Manager, this role ensures all contractual commitments are met, manages XLAs/SLAs, and drives continuous improvement in service delivery and sustainability targets.

Responsibilities

  • Lead and manage Service Desk operations to meet contractual service commitments and drive continual improvement.
  • Build strong relationships with customer management teams and act as a point of contact for inquiries and escalations.
  • Own service risks, improve productivity, and identify cost-effective solutions for both customer and organization.
  • Proactively leads internal and external suppliers in a service partnership as 'One Service Team'.
  • Conduct regular team and client reviews, manage staffing and workload, and ensure compliance with policies and procedures.
  • Drive team performance through coaching, mentoring, and development plans.

Qualifications

  • 3–5 years in a high-volume Service Desk environment.
  • 2–4 years in a leadership role within Managed Services.
  • 3+ years of people and organizational leadership experience.
  • Experience managing Service Desk Team agents' delivery to the customer contracted service commitments & continual service improvements driving development, effectiveness, and innovation.
  • Track record of developing effective relationships with customer management teams.
  • Conducts one-on-one meetings with all staff and leads monthly and quarterly reviews with the team and client.
  • Experience with ServiceNow, ServiceNow Reporting, AWS.

Required Skills

  • Strong customer satisfaction focus and ability to implement continuous improvement plans.
  • Excellent communication skills and ability to interface with clients.
  • Data analysis and reporting proficiency.
  • Skilled in managing medium-sized teams (Proficient in Microsoft 365 (Word, Excel, PowerPoint, Teams).
  • ITIL Certification preferred.
  • Strong collaboration, problem-solving, and critical thinking skills.

Our commitment to diversity and equity:

At Fujitsu, one of our corporate principles is "We respect human rights". This principle underpins all our corporate and individual activities and guides the actions of every member of the Fujitsu Group. We embrace diversity and equal opportunity. Qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or orientation, sexual orientation, national origin, genetics, disability, age or veteran status. By empowering people, we can unleash our collective strengths to create a better experience for our employees, customers, and partners.

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