IT Service Desk Team Lead - Incident Management

Job Summary :

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 :

- 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 :

- 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 :

- Implement improvements in service delivery processes and tools.

- Stay updated with industry trends and emerging technologies to enhance service desk capabilities.

Communication and Reporting :

- 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 :

Experience :

- 6+ years of proven experience in an IT Service Desk or similar technical support role.

- 4+ years of Experience in a leadership or supervisory role within an IT environment.

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