Overview

The primary focus of the ServiceDesk Lead is to provide strong mentor & leadership to a talented team of staff who offer ServiceDesk services. Passionate about customer service, this role oversees the team’s overall day-to-day operations, ensuring users have the best experience possible, overseeing Incident, Problem, Demand, Request, and Knowledge management processes; this role also provides analytical and reporting services to the IT management team and assist in the development and enhancement of policies and procedures to ensure we provide the best-in-class service.

What You Will Do

• Implement best practice in IT service management.
• Mentor and lead Service Desk Team locally.
• Application of ITIL best practices to continuously improve processes within the Service Desk space – utilizing ITSM tools for ticketing + knowledge management tools.
• Support of issues relating to desktops and laptops in a Windows, Linux, and Mac environment.
• Act on pre-defined, user-initiated service requests.
• Manage Accounts on Microsoft stack (Microsoft O365, Sharepoint, Azure AD).
• Develop professional and effective working relationships with both internal and external stakeholders (production especially).
• Act as Problem Manager in the IT Team.
• Overseeing the day-to-day service provision within the IT team, developing processes, improving service standards, offer specialist technical advice and support of IT-related issues.

What we can offer you

• The opportunity to join the biggest fleet solutions, general freight services, managed transportation, fulfillment & distribution, and home delivery service provider in Canada.
• An inclusive workplace of employees who are passionate about creativity and technology.
• A dedicated Learning and Development team focused on your personal career growth.
• A world-renowned working environment packed with social clubs, activities and events.