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

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.