Service Desk Team Lead

About the job
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.

The Service Desk Team Lead’s primary responsibility is to provide operational leadership to the Service Desk team as it relates to support channel (Voice/Email/Web/Walk-Up) SLA monitoring and trend analysis, major incident and escalation handling, and business coverage assessment. The Service Desk Team Lead ensures the quality of service is maintained through regular evaluation of calls and tickets and real-time coaching of Service Desk Analysts. The Service Desk Team Lead also drives continual improvement initiatives and assists with new technology implementations and adoption by acting as a change champion.

What You’ll Do

Full people management responsibilities – recruitment and selection, onboarding & offboarding, formal and informal performance management, career developmentFull major incident responsibility following the Incident Management Guideline – identification and escalation of major incidents, timely follow up, and user communicationGuide Service Desk Technicians through technical troubleshootingMaintain IT support documentationPerform ticket and call evaluations as part of quality managementAnalyze team performance trends and provide recommendation to Service DeskMonitor the support channel SLAs (voice, email, web, walk-up) and make recommendations for team priorities to ensure timely addressing of all issuesOversee the CSAT program, following up on customer survey feedback, identifying improvements, and carrying them outEnsure knowledge is easily available and equal among all members of the teamRegularly evaluate call and ticket quality for all Service Desk TechniciansActively participate in and provide support for new and ongoing projects affecting customers or Service Desk environmentAssist with pilots and testing and provide recommendations based on resultsEnsure adequate SOP documentation is available before go-live datesComplete 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

2-year Diploma in a Computer and Technology fieldCertificate in ITIL Foundations v3 or v4Two or more years supervisory experience leading a Service Desk or having a senior Service Desk roleKnowledge of computer hardware, including multi-function devicesExperience with a wide range of technical devices (desktops, laptops, thin clients, tablets, mobile)Application support experience with Microsoft 365 requiredWorking knowledge of ServiceNowKnowledge of Service Desk metrics (CSAT, NPS, ASA, GOS, AHT, FCR)Experience with Service Desk reporting and dashboardsExperience with live (phone) supportProven experience in identifying and implementing process improvements and CSIExcellent written and verbal communicationInterest in working in an ITIL-driven environment and working knowledge of ITIL principles and processesProven analytical and problem-solving abilitiesStrong coaching/training skillsA thoughtful leader, inquisitive and comfortable in challenging the status quoMust be conscientious and reliable with a strong commitment to customer satisfaction and problem resolutionKeen attention to detailExcellent interpersonal skills with a focus on rapport building, listening, and questioning skillsMust possess empathy for people with problems and be able to tactfully deal and communicate with customersMust possess a proactive and positive attitudeMust possess a sense of urgency and the ability to prioritize in a high-volume, fast-paced 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 & BermudaContinuous learning and growth through challenging workAn opportunity to launch and/or grow your career with a huge, stable, international not-for-profit organizationWe live our Core Values as a faith & values-based organization, we hire and serve people of all backgrounds, faiths, and traditions – there’s a place for everyone to belong here.

Compensation

The salary range for this position is $58,719 (min.) to $88,079 (max). Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

How We Hire

We are committed to creating a workplace where people experience meaningful work, a sense of hope and optimism, an environment of trust, and inspired results. If this sounds like an environment in which you would like to work, apply here today!

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.