Service Delivery Team Lead
Found in: Appcast CA A2 P - 2 weeks ago
Job Title: Service Delivery Team Lead
Contract until June 12th 2025
Hybrid (Montreal office)
35.7 hours a week
***Need Federal Government Secret Clearance***
We are seeking a skilled and motivated Domain Team Lead to support the Service Delivery Manager in managing all aspects of service desk operations, while also overseeing a remote office.
Job Description
The successful candidate will play a pivotal role in assisting with client interactions, ensuring service quality, and implementing process improvements.
**Responsibilities:**
- Collaborate closely with the Service Delivery Manager to address client issues, concerns, and requests related to service desk provisions.
- Assist in ensuring the provision of high-quality support services and adherence to service level agreements.
- Support the Service Delivery Manager in managing reporting activities and monitoring performance metrics.
- Aid in implementing changes to services and coordinating project delivery as directed by the Service Delivery Manager.
- Actively participate in client meetings alongside the Service Delivery Manager to provide insights into service delivery performance.
- Assist in defining technical workload specifications and contributing to management action plans.
- Provide support in providing corrective actions within the remote office environment and proposing process improvements.
- Manage the day-to-day operations of the remote office, including overseeing staff, ensuring productivity, and maintaining service standards.
- Collaborate with the Service Delivery Manager and other team leads to ensure seamless integration and alignment of operations between the main office and the remote location.
Requirements:
- Minimum of 5 years of experience in managing IT service desk teams.
- FEDERAL GOVERNMENT SECRET CLEARANCE
- Demonstrated expertise in producing management action plans and defining technical workload specifications.
- Proven track record of ensuring the fulfillment of service level agreements and delivering high-quality IT technical support services.
- Experience providing corrective actions and proposing process improvements in a similar environment.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
- Strong organizational and leadership abilities, with the capacity to manage remote teams and drive performance.
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