Senior Help Desk Team Lead to drive operational efficiency and ITSM improvements for the Service Delivery Team

Job Type: Permanent
Positions to fill: 1
Start Date: Sep 11, 2023
Job End Date: Sep 11, 2023
Pay Rate: Salary: Negotiable
Job ID: 132573
Location: Calgary
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Our Calgary Client is looking for a Senior Help Desk Team Lead to drive operational efficiency and ITSM improvements for the Service Delivery Team


*This role requires you to be onsite 3 days/week*


Must Haves:

  • 5+ years' experience as a Service Delivery Team Lead/Manager (Tier1-3)
  • Must have experience with ITSM tools/processes (ServiceNow, Remedy or FreshService)
  • Must have hands on experience with MS O365 suite of products


Responsibilities:

Under the general direction of the Senior Manager, IT Services and Cybersecurity Manager, the Team Lead, Service Delivery will have a wide and varied range of responsibilities:

  • Lead, mentor, and guide a team of service delivery professionals (Service Desk, Executive Support, Deskside and Deskside Architecture, to ensure they meet performance targets and provide exceptional service to clients.
  • Set clear performance goals and objectives, provide regular feedback, conduct performance evaluations, and assist in professional development plans.
  • Oversee the end-to-end service delivery process, ensuring timely and accurate delivery of services as per client requirements and service level agreements.
  • Monitor and manage key performance indicators (KPIs) to assess team and individual performance, identify trends, and take proactive actions to address any gaps.
  • Serve as the escalation point of contact for key client relationships, addressing inquiries, concerns, and requests promptly and professionally.
  • Collaborate closely with clients to understand their evolving needs and ensure alignment between service delivery and client expectations.
  • Identify opportunities for process optimization and efficiency enhancements within the service delivery workflow.
  • Implement best practices and streamlined procedures to enhance overall service quality and reduce potential bottlenecks.
  • Work closely with other IT and business groups to ensure effective communication and coordination for successful service delivery.
  • Provide insights and feedback to assist in IT Application support and initiatives.
  • Handle escalated client issues and resolve service-related problems in a timely and satisfactory manner.
  • Conduct thorough root cause analyses to prevent recurrence and implement corrective actions.
  • Prepare regular reports and presentations on service delivery performance, highlighting achievements, challenges, and improvement plans.
  • Maintain accurate records of client interactions, service requests, and issue resolutions. Provide technical leadership to identify, diagnose and solve complex problems that lead to developing solutions and recommending actions.
  • Provide technical leadership to identify, diagnose and solve complex problems that lead to developing solutions and recommending actions.
  • Manage projects related to IT Service Delivery.
  • Steward the IT Service Management processes including but not limited to: Incident Management, Problem Management and Asset Management.
  • As a member of the IT leadership team, participate in the Change Management and IT Leadership meetings.