Team Lead, Service Desk

QuadReal Property Group•Toronto, ON

2d•Hybrid

About The Position

We are looking for a service-oriented Team Lead, Service Desk to provide technical support to our user community, provide mentoring / coaching to service desk team members, and supporting Service Delivery excellence initiatives. The successful candidate, and member of our exceptional service delivery team, is an experienced technical problem solver, a great communicator, and self-motivated individual.

Requirements

10+ years of proven enterprise experience in technical support or service desk role.
College diploma in Computer Science, Information Technology, or related field is required.
5+ years of proven experience in team leadership or similar role.
Proven record in driving continuous service improvement.
Proven record of providing successful team member’s ramp up & coaching.
Service & process oriented and data-driven mindset to create business value for service delivery.
Experienced in troubleshooting hardware and software issues for Windows, Mac, and mobile OS systems.
Experience supporting Active Directory, Azure, Anti-virus, Office 365, Intune, Teams, SharePoint is required.
Intermediate level experience with ServiceNow is required.
Strong interpersonal verbal and written communication and customer service skills.
Team-oriented and skilled in working within a collaborative environment.
Keen attention to detail.
ITIL certification is required.

Nice To Haves

Relevant Technical certification(s) are considered an asset.
Power platform experience is considered an asset.

Responsibilities

Provide leadership support to the Service Delivery team and ensure all service requests and incidents are handled properly & efficiently and in a timely manner.
Monitor and track Service Desk performance metrics to ensure compliance with Service Level Agreements (SLAs)/ Service level objective (SLOs) targets.
Identify and implement process improvements with support from Manager.
Planned, distribute and maintain the Stand-By/ On-Call schedule for the Service Delivery team to ensure 24x7x365 IT coverage for all QuadReal employees.
Provide coaching and mentoring to service desk team members, including onboarding, and training new team members.
Function as the point of contact of first level escalation for critical issues and high-priority incidents and participate in major incident management as assigned.
Provide the Service Delivery team with performance feedback and work with Management to promote a culture of continuous improvement, operational efficiency and overall, an exceptional employee experience.
Create and foster a “customer centric” culture within the Service Delivery team.
Prioritizing & resolving incoming IT issues/requests to achieve a high level of user satisfaction with every interaction.
Respond to and resolve technical issues/requests with various software and hardware systems, including but not limited to Windows 10/11 OS, Office 365, and mobile devices (Apple & Samsung), and printers.
Collaborate and communicate with users, peers, and other IT team members to resolve service and support related issues.
Ensure user queries and/or issues are documented, validated, triaged, and updated for further action in Service Now to meet established SLO/SLA targets.
Ensure asset and inventory management records are maintained and up to date as defined by QuadReal asset management standards.
Proactively escalate issues to appropriate support group or management as applicable.
Develop, maintain, and contribute to QuadReal’s knowledge repository including but not limited to the publication of knowledge articles / knowledge sharing / Standard of Procedure / User guide / training materials etc.
Participate in the development of continuous service improvements (CSI).
Function as subject matter expert for assigned support and technical domains to provide outstanding user experience.
Ensure compliance with QuadReal’s IT, Cyber Security Policy as well as all other policies, procedures and standards.
Stay up to date on the latest technology trends and advancements and proactively make recommendations for technology updates and maintain technical knowledge for current support responsibilities.
All other duties as assigned.