Service Desk Team Lead

  • Location: Burnaby, British Columbia
  • Type: Permanent
  • Job #3106

Service Desk Team Lead 
Burnaby BC
Position Overview

About Us: 

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in, Victoria, Edmonton, Calgary, and Halifax, we employ over 350 staff, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients.   

Position Overview  

 

Microserve is looking for a Service Desk Team Lead to join our team in Burnaby, BC. Reporting to the NOC Manager your primary focus in this role is to manage day to day operations, and ultimately the overall performance of the service desk and responsible for all MMS tickets end to end.  This will involve executing ITIL based processes while ensuring excellent customer service at all times while striving for continuous improvement. The successful candidate will be the primary point of contact for any service desk escalation issues and will be responsible for leading a growing Service Desk team who assist various external and internal clients. 

 

You are responsible to ensure that all decisions we make have a focus on the customer first, however that are also in line with technical standards and contract/agreement arrangements.  You’ll be responsible for directing communications, work assignment, and fostering collaboration across the team, or other departments at Microserve from the NOC team, sales or professional services to technical services, or 3rd party vendors and customer partners.   

 

You’ll be responsible for not only identifying needs for and documenting processes or Standard Operating Procedures, but training and coaching the entire team to follow processes and monitor to ensure our quality standards are followed.  From a people and process leadership standpoint, you will provide daily coaching and guidance on how to handle and escalate day to day IT issues as they arise. 

 

This position requires excellent communications and customer service skills, attention to detail, organization, follow-up, team motivation, management and mentorship, and documentation skills. 

 

Responsibilities 

Manage Delivery of Services (Operations) 

  • Leverage IT service management software to monitor and oversee all incoming tickets ensure they are addressed efficiently including managing SLAs, ticket assignment and workload, escalations and client communications. 

  • Act as service desk (level 1) team escalation point to triage and manage all incoming team or client concerns, and identify appropriate course of action and communications 

  • Act as the "go-to" person for all ticket escalations; determine issues/requests that must be escalated to subject matter experts and other Microserve teams 

  • Daily workload balancing and prioritization, recording/logging all work performed and establish and report on Service Levels and any other KPIs as required 

  • Coordinate urgent and complicated support issues as necessary 

  • Run daily team huddles, weekly operations meetings, and document minutes / action items; follow up and manage each through to completion on time 

  • Responsible for the creation and maintenance of team processes, standard operating procedures, and corresponding documentation 

  • Responsible for service ticket quality end to end within the entire NOC team 

  • Responsible for managing phone queue performance and ensuring SLAs are being met 

  • Troubleshoot end user IT incidents and requests in person, by telephone, or via e-mail  

  • Able to take and give direction and successfully follow through on assigned tasks to completion 

  • Build and maintain knowledgebase, training, process, and procedure materials for Service Desk team 

  • Provide software and hardware support, and work with vendor support contacts as required 

 

Client Management 

  • Review customer survey feedback with Client Delivery Managers and follow up directly with end users to improve services, tools and support experience 

  • Continually seek opportunities to increase customer satisfaction and strengthen user relationships 

  • Be in constant contact with the Client Delivery Manager and NOC manager to ensure timely communications with our client at all times.?Responsible to keep the CDM informed of all client-impacting activities within the account 

  • Responsible for completion of action items and managing, routing, and coordinating client requests across several separate Microserve teams (E.g NOC Team, Professional Services, Sales) and 3rd parties.   

  • Responsible to keep track of Service Desk team commitments and due dates, providing timely and accurate information to the Client Delivery Manager (CDM) to ensure the best possible customer service experience 

 

Continuous Improvement of Service Delivery 

  • Focus on improving teamwork and fostering innovation and a culture of continuous improvement; Implement team productivity and efficiency improvements, from LEAN/Kanban to identifying problems and developing workarounds or writing SOPs  

 

People Management 

  • Manage staffing levels, recruitment, performance management, training and professional development for all team members  

  • Performance Management = active coaching and mentorship of team members, as well as goal setting, etc.  

  • Coaching and addressing underperforming team members or personnel issues immediately 

  • Help new recruits to become team players as quickly and as seamlessly as possible, and operationally assist them as our managed service business scales 

  • Manage and Track training plans for Service Desk Team members 

  • Monitoring and managing People Performance KPIs (E.g. SLA, FCR, utilization, etc.) 

  • Manage team member timesheet and expense approvals weekly 

  • Responsible for the creation of new team member onboarding training plans and checklists  

 

 

Relationships: 

  • Reports to the NOC Manager 

  • Direct reports include NOC Level 1 (Service Desk) 

  • Key internal interactions: NOC Manager, NOC Team, Client Delivery Manager(s), PS Manager, PS teams, Sales teams (inside and outside sales), or Technical Services Teams 

  • Key external interactions: Clients, Vendors, suppliers, industry contacts 

 

 

Requirements 
 

  • Computer Technology Diploma or Certificate or related field of study with equivalent experience 

  • At least 2 years in a team lead/supervisory role  

  • Must have 2 or more years' experience working for a Managed Services Provider (MSP) 

  • Experience using ticketing systems (Connectwise, Service now, Remedy) 

  • Highly organized and able to keep track of not only their own tasks, but also tasks assigned to all team members. 

  • Experience in creating, implementing, executing and enhancing ITIL based processes and knowledgebase content 

  • Knowledge of and experience in ITSM frameworks (ITIL, CoBIT, etc) and tools (Remedy, Service Now, Service Desk Express, Autotask, etc) 

  • Experience and ability to develop professional relationships with clients to ensure customer satisfaction 

  • Maximizing process efficiency through effective team leadership and collaboration. 

  • Excellent problem solving, verbal and written communication skills 

  • Willingness and ability to be on-call for escalations after regular business hours 

  • Ability and desire to provide outstanding leadership and mentorship to service desk team members 

 

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