Service Desk Team Lead

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 500 team members, and are one of the largest technology solutions providers, recognized for 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 British Columbia. Reporting to the NOC Manager, your primary focus in this role is to manage the performance of the service desk team; create, implement, and enhance ITIL based processes and ensure excellent client service at all times. The successful candidate will be the primary point of contact for any service desk escalation issues and will be responsible for leading a growing Helpdesk team who assist various external and internal clients.

Responsibilities

• Utilize IT service management software to monitor and oversee all incoming tickets ensure they are addressed efficiently including managing team ticket assignment and escalations
• Scheduling and balancing daily workloads, recording/logging all work performed and establish and report on Service Levels and any other KPIs as required
• Coordinate urgent and complicated support issues
• Act as the “go-to” person for all escalations; and determine issues/requests that must be escalated to subject matter experts
• Review customer survey feedback to improve services, tools and support experience
• Continually seek opportunities to increase customer satisfaction and strengthen user relationships
• Manage and monitor phone queues and ensure adequate coverage
• Manage the service desk ticket queues and ensure quality control for staff troubleshooting end user IT incidents 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 training, process, and procedure materials for Service Desk
• Provide software and hardware support, and work with vendor support contacts as required

Requirements

• Computer Technology Diploma or Certificate or related field of study with equivalent experience
• Managing high volume ticket queues in ConnectWise and ensuring tickets are assigned and scheduled in a timely fashion
• 2 years in a team lead/supervisory role of a service desk would be an asset
• Experience in the IT industry; ideally in enterprise environments (E.g. > 1000 users)
• Experience using ticketing systems (ConnectWise, Service now, Remedy)
• Experience in creating, implementing, and enhancing ITIL based processes and documentation
• ITIL foundations certificate preferred
• Experience and ability to develop professional relationships with clients to ensure customer satisfaction
• 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