Service Centre Team Lead

Resolute Technology Solutions Inc.
Job Description
Service Centre Team Lead
Deskside Specialist/Helpdesk
The team at Resolute (RTS) is growing AGAIN!! This newly created role will help take the Service Centre to a whole new level of Excellence. We are looking for a talented Service Centre Team Lead to help us develop new processes and procedures with a focus on Service Levels. Are you innovative, creative, ridiculously organized and will stand for NOTHING less than elite customer service? Perfect. You may be exactly what we are looking for!
What you will be responsible for:
  • Manages a team of support personnel who troubleshoot and resolve IT issues, while providing exceptional customer service
  • Assists with problem and change management procedures as well as asset management
  • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
  • Develop and implement metrics including Key Performance Indicators, Critical Success Factors, and other metrics that are relevant to deliver to the Service Level Agreements.
  • Maintaining a high level of knowledge of the suite of platforms used by the Service Desk.
  • Direct and control activities for the Service Desk, having overall responsibility for methods, and procedures to ensure that technical requirements and service levels are met
  • Lead day to day interactions with client management and interfacing with senior management
  • Develop and present presentations to customers, prospective clients, and company senior leadership
  • Maintain processes and support process improvement activities as required, including updating documentation with all process and procedure changes.
  • Manage and coordinate operational changes and methodologies
  • Coordinate and oversee the troubleshooting of technical application break/fix issues
  • Oversee the analysis and resolution of incidents, including Root Cause Analysis (RCA) or code analysis
  • Report problem trends regarding root cause
  • Manage the gathering, elaboration, review, analysis, and documenting of customer service issues
  • Develop and maintain an operations plan for all functions, including Service Desk, Knowledge Database Management, Incident Management, Labor Forecasting, and Front-Line management
  • Identify opportunities for and implement service improvements across all functional areas (e.g., training, knowledge management, documentation, service desk processes)
  • Interview, hire, and train employees through planning, assigning, and directing work
  • Performs other special projects/services as assigned for the company and its Clients
  • Support other RTS team members with knowledge sharing, brainstorming, coaching, collaboration, etc. as requested or required
  • Identify additional client opportunities and communicate them to the appropriate Manager or Account Manager for further action
  • Communicate additional RTS capabilities to clients where appropriate
What you bring to the table:
  • Bachelor′s degree in Computer Science or related technology field
  • 7+ years of Service and Help Desk Management experience required
  • Experience in leading teams to support end users in large-sized Microsoft environments, working with Office 365, Sharepoint, Active Directory, Exchange, Windows, Virtualization, and networking
  • ITIL experience as applied to Service Desk Solutions
  • Experience using Remote Monitoring and Management tools
  • Experience in Telecommunications systems, operations, and 3rd party middleware technology including alarms management is required
  • Ability to work in a fast-paced, and at times high-pressure environment
  • PMP, ITIL and ITAM certifications desirable
What RTS gives back to you:
  • A collaborative and creative work environment that truly values and cares about their employees as people
  • Bonus Program
  • Comprehensive benefits package
  • Training and education opportunities
  • A fun and inclusive team building environment
If you have any questions, please contact our resident Talent Acquisition Specialist - Marny Barnes or visit our Career Page for more opportunities! We are not able to hire (or sponsor) out-of-country applicants that do not have a current Permanent Resident Status or Work Visa.

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