IT Service Desk Team Lead

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

Job Summary

The IT Service Desk Team Lead is responsible for overseeing the daily operations of the IT Service Desk, ensuring that end-users receive timely and effective technical support. This role involves managing a team of service desk engineers, coordinating with other IT teams, and ensuring the quality and performance of service desk operations. The Team Lead will play a key role in developing and implementing strategies to improve service delivery and user satisfaction.

Responsibilities

• Team Leadership:
• Manage, mentor, and provide leadership to the team.
• Schedule shifts and manage resource allocation to ensure coverage during operational hours.
• Conduct regular performance reviews and provide feedback to team members.
• Communicate all issues immediately to internal management
• Always be aware of and pass on new revenue opportunities
• Service Desk Operations:
• Oversee the day-to-day operations of the IT Service Desk, ensuring prompt and efficient handling of incidents and service requests.
• Monitor performance metrics and ensure SLA adherence.
• Develop and maintain service desk procedures and best practices.
• Provide hands-on support for complex technical issues when necessary.
• Act as an escalation point for unresolved incidents and service requests.
• Collaborate with other IT teams to ensure effective resolution of issues.
• Manage ticket queues, ensuring timely follow-up in accordance with client agreements.
• Monitor agent ACD skills and make adjustments throughout the day to meet SLAs.
• Coordinate training with Client Support Specialists to ensure full client coverage during scheduled hours.
• Review and analyze daily reports.
• Track agent performance.
• Monitor calls for assigned agents to maintain quality standards.
• Review tickets for assigned clients to ensure accuracy and quality
• Continuous Improvement:
• Analyze performance data to identify areas for improvement.
• Implement improvements in service delivery processes and tools.
• Stay updated with industry trends and emerging technologies to enhance service desk capabilities.
• Communication and Reporting:
• Prepare and present regular reports on service desk performance to senior management.
• Maintain effective communication with end-users, stakeholders, and other IT teams.
• Ensure the knowledge base is up-to-date and accessible to the team and users

Qualifications

• Education:
• Bachelor’s degree in information technology, Computer Science, or a related field (preferred).
• Experience:
• 4+ years of proven experience in an IT Service Desk or similar technical support role.
• 2+ years of Experience in a leadership or supervisory role within an IT environment.
• Skills:
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Outstanding customer service and communication skills.
• Proficiency in IT service management tools and systems

Benefits at Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.