Team Lead, IT Service Desk
Equitable Life of Canada
1 Westmount Road North, Waterloo, ON, CAN
3d ago

The Opportunity :

The Team Lead, IT Service Desk is responsible for the overall delivery of IT end-user support. With a combined focus on customer services and technical know how, you will lead the daily operations for the IT Service Desk.

Success in this role will require a habitual commitment to continual improvement, engagement, with a strong focus on customer and team and a willingness to go above and beyond.

Don’t miss this opportunity to work with one Equitable’s most dynamic teams. We might be years-old, but we have our eye on the future with digital transformation.

Apply today and make a difference!

What you’ll do :

  • Lead the day-to-day operations and outcomes of the IT Service Desk environment including escalation, workflow, and process execution
  • You’ll be responsible for functional management and prioritization, workload planning and resource assignment, mentoring, training and escalation support for team members
  • Support the manager in providing performance assessments of team members and actively participate in the interviewing and onboarding process
  • Take end-to-end accountability and responsibility for assigned tickets and issues
  • Provide 1st level Incident / Request management support to IT end-users, having emphasis and focus on first call / level resolution
  • Act as a 2nd tier problem solving expert to address, identify root cause, and resolve problems.
  • Place a heavy focus on continuous service improvement, efficiency, automation and innovation in the management and delivery of Service Desk process and operations
  • Drive the collection, analysis, and interpretation of key performance indicators for IT services health
  • What you’ll need :

    Tech Expertise & Skills

  • Eight years of IT experience and three years in a senior technical service capacity
  • Core certification should include ITIL v3 Foundations and / or Microsoft certifications are strong assets
  • A Strong knowledge of and experience with ITIL IT service management processes (specific experience working within Incident, Problem, Change, Service Level, and Service Desk competencies)
  • Experience with enterprise IT Service Management service systems, with emphasis on call management, analytics, performance management, escalations, and process integration.
  • Strong to expert knowledge of Microsoft Windows desktop platforms and Microsoft Office applications
  • People Skills

  • You are a trusted team player who builds bridges by developing highly effective relationships with senior management, peers, and operational staff
  • You have strong communication (written / verbal) and negotiation skills with experience conveying complex, technical information to non-technical audiences
  • You can handle extremely critical and sensitive information with the strictest confidentiality and privacy
  • You show high integrity by owning a problem and saying no to sloppy
  • You let your work results do the talking for you. Your work is a serious matter, but you take yourself a little less seriously
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