Team Lead, IT Service Desk job in Waterloo at Procom

Team Lead, IT Service Desk Procom KW is currently seeking a Team Lead, IT Service Desk for our client, a leading enterprise firm in the insurance industry.

Team Lead, IT Service Desk Responsibilities

• Lead the day-to-day operations and outcomes of the IT Service Desk environment including escalation, workflow, and process execution
• You’ll be responsible for functional management and prioritization, workload planning and resource assignment, mentoring, training, and escalation support for team members
• Support the manager in providing performance assessments of team members and actively participate in the interviewing and onboarding process
• Take end-to-end accountability and responsibility for assigned tickets and issues
• Provide 1st level Incident / Request management support to IT end-users, having emphasis and focus on first call/level resolution
• Act as a 2nd tier problem solving expert to address, identify root cause, and resolve problems.
• Place a heavy focus on continuous service improvement, efficiency, automation and innovation in the management and delivery of Service Desk process and operations
• Drive the collection, analysis, and interpretation of key performance indicators for IT services health

Team Lead, IT Service Desk Must Haves

• Eight (8) years of IT experience and three (3) years in a senior technical service capacity
• Core certification should include ITIL v3 Foundations and/or Microsoft certifications are strong assets
• A Strong knowledge of and experience with ITIL IT service management processes (specific experience working within Incident, Problem, Change, Service Level, and Service Desk competencies)
• Experience with enterprise IT Service Management service systems, with emphasis on call management, analytics, performance management, escalations, and process integration.
• Strong to expert knowledge of Microsoft Windows desktop platforms and Microsoft Office365 applications
• You are a trusted team player who builds bridges by developing highly effective relationships with senior management, peers, and operational staff
• You have strong communication (written / verbal) and negotiation skills with experience conveying complex, technical information to non-technical audiences
• You can handle extremely critical and sensitive information with the strictest confidentiality and privacy
• You show high integrity by owning a problem from start to finish

Team Lead, IT Service Desk Start Date

Immediate