Service Desk Team Lead - Toronto, Canada - The Salvation Army Canada and Bermuda

The Salvation Army Canada and Bermuda

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Desk Team Lead

Location:
Hybrid in Toronto

Division:
Information Technology, Service Delivery & Productivity

About The Salvation Army

For more than 130 years, The Salvation Army (TSA) has had the privilege of serving vulnerable people in communities across Canada and Bermuda.

Last year, we helped 2.6 million people, providing necessities of life such as food, clothing, and shelter.

And our work goes well beyond that to including supporting people through unemployment, loneliness, finding church community, and responding to family challenges.

We continually adapt to meet emerging needs.

These are exciting times at The Salvation Army as we launch a significant digital and business transformation. We are in the midst of revolutionizing our core capabilities to maximize service and mission outcomes. This will include an integrated platform for relationship and people management, learning, intranet and data warehouse.

What You'll Do

Full people management responsibilities recruitment and selection, onboarding & offboarding, formal and informal performance management, career development
Full major incident responsibility following the Incident Management Guideline identification and escalation of major incidents, timely follow up, and user communication
Guide Service Desk Technicians through technical troubleshooting
Maintain IT support documentation
Perform ticket and call evaluations as part of quality management
Analyze team performance trends and provide recommendation to Service Desk
Oversee the CSAT program, following up on customer survey feedback, identifying improvements, and carrying them out
Ensure knowledge is easily available and equal among all members of the team
Regularly evaluate call and ticket quality for all Service Desk Technicians
Actively participate in and provide support for new and ongoing projects affecting customers or Service Desk environment
Assist with pilots and testing and provide recommendations based on results
Ensure adequate SOP documentation is available before golive dates
Complete payroll supervisory functions in UltiPro inclusive of approving vacation, sick time, timesheets, etc. for staff where applicable.
Ensure that the measures and procedures prescribed (OHSA) are carried out in the workplace and that every reasonable precaution is taken for the protection of the worker and workplace.

What You Bring

2year Diploma in a Computer and Technology field
Certificate in ITIL Foundations v3 or v4 or working towards the certification
Two or more years supervisory experience leading a Service Desk or having a senior Service Desk role
Knowledge of computer hardware, including multifunction devices
Experience with a wide range of technical devices (desktops, laptops, thin clients, tablets, mobile)
Application support experience with Microsoft 365 required
Working knowledge of ServiceNow
Knowledge of Service Desk metrics (CSAT, NPS, ASA, GOS, AHT, FCR)
Experience with Service Desk reporting and dashboards
Experience with live (phone) support
Proven experience in identifying and implementing process improvements and CSI
Excellent written and verbal communication
Interest in working in an ITILdriven environment and working knowledge of ITIL principles and processes
Proven analytical and problemsolving abilities
Strong coaching/training skills
A thoughtful leader, inquisitive and comfortable in challenging the status quo
Must be conscientious and reliable with a strong commitment to customer satisfaction and problem resolution
Keen attention to detail
Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills
Must possess empathy for people with problems and be able to tactfully deal and communicate with customers
Must possess a proactive and positive attitude
Must possess a sense of urgency and the ability to prioritize in a highvolume, fastpaced environment

What We Promise

Belonging to a creative, dynamic team of IT professionals where what you do will make a difference in your own backyard and across Canada & Bermuda
Continuous learning and growth through challenging work
An opportunity to launch and/or grow your career with a huge, stable, international notforprofit organization
We live our
Core Values **as a faith & valuesbased organization, we hire and serve people of all backgrounds, faiths, and traditions there's a place for everyone to belong here.

Compensation

How We Hire

We embrace equity, diversity, justice, inclusion and belonging and we're committed to building a team that represents many backgrounds, perspectives and skills, representative of the communities we serve.

The more inclusive we are, the better our work and workplace will be.

The Salvation Army will provide reasonable accommodation upon request. Please let us know if you have a need for any accommodation.