It Service Desk Team Lead

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you!

Job Description

POSITION SUMMARY:

The Service Desk Team Lead is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our Service Desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, email, self-service portal, and walk-up service support.

The primary role of the Service Desk Team Lead is to provide expert-level technical, operational, process and procedural leadership on an everyday basis within the Service Desk team, through deep understanding of the end user environment being supported and ongoing monitoring of day-to-day items, thereby helping to drive quality service delivery to our internal customers.  The Team Lead also works closely with Senior Service Desk Analysts/Manager to ensure resolution of both complex and aging support items, and coordinates endpoint-related projects as needed.

WHAT’S IN IT FOR YOU?

• Competitive salary
• Competitive health and benefit plan
• Competitive matched retirement savings program
• The opportunity to join a continuously growing organization with focus on Diversity and Inclusion
• The opportunity to work with an industry leader in manufacturing

WHEN YOU JOIN US YOU WILL BE;

Operational Delivery

• Oversee all incidents & requests from the Self Service ticketing queue and Service Desk mailbox, and ensure incoming items are consistently assigned out to the Service Desk Analysts/other teams as per defined process.
• Perform spot checks, monitor and enforce the team’s ticket handling quality e.g. completion of triage and detailed notes, assignment to correct teams, prompt ticket closure. 
• Monitor and enforce ticket creation for walk-ups or personal email requests handled by the Service Desk Analysts.
• Act as the key point of escalation for the business for any aging tickets or improvement opportunities.
• Ensure assignment and follow through for all escalated items.
• Monitors the team’s conformance with the Service Level Agreements.

• Design and deliver scheduled management reports on aging tickets.  Identify and prioritize handling of these and ensure follow through by Service Desk Analysts.
• Maintain and publish the team’s schedule for phone support on a monthly or other scheduled basis, and monitor compliance to the published schedule.  Adjust the schedule based on vacation or other team absences.
• Monitor business feedback from Customer Survey reports on a monthly basis, and ensure any immediate issues in handling a ticket are addressed.  Publish out positive feedback to the team member/team and management.  Advise management of any concerns.
• Provide monthly management report regarding team successes or kudos, or opportunities for improvement, based on monitored items.
• Proactively identify opportunities for standardization, documentation, process improvement or training needs within the Service Desk team.  Seek approval for any proposed changes.  Assist in scheduling and follow through to completion for approved items or changes, and subsequent adherence by Service Desk Analysts.
• Provide Service Desk presence and support, e.g. for outage communications, as may be needed during critical/high priority incidents, following established procedures defined in the Incident Management process.
• Proactively author, edit, and QA knowledge base articles, technical procedures, policies and standard processes related to endpoint technologies. 
• Support the Change Management process through distribution of associated end user communications for approved changes as may be needed.
• Assist management in defining new vendor arrangements, monitoring of existing SLOs, and communicating vendor procedures to the team.
• Assist management in defining hardware and software standards/policies.  Ensure on-hand asset inventory levels meet support expectations, and that asset management and lifecycle procedures are consistently upheld by the team.
• Consistently lead by example for all defined best practice standards, and all departmental policies, processes and procedures.
• Act as escalation point within the team's on-call rotation.
• Additional duties as assigned by the Manager, Service Desk.

Technical Expertise

• Drive resolution of complex or aging technical items through depth of experience or research, peer collaboration, vendor support or other identified solution.  Involvement of Manager / other IT teams / vendor support or other escalation paths for decision making / resolution as needed.
• Build and maintain advanced skillset/knowledge in troubleshooting the organization’s endpoint infrastructure and relevant applications.
• Troubleshoot issues with Windows OS, macOS, iOS, Android and other supported systems. Provide software support including M365, Intune, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provide hardware support for laptops, desktops, printers, mobile devices, desk/soft phones and other end-user peripherals.
• Monitor for critical and high priority incidents, and ensure timely engagement of appropriate teams for resolution.
• Ensure accurate and complete root cause analysis and completion of Problem tickets owned by the Service Desk team.
• Responsible for timeliness, peer review and correct closure of endpoint-related change tickets.
• As assigned, or proactively, research new technologies to stay informed on end user experience improvement opportunities, endpoint industry standards and best practices.  Make recommendations to Manager, Service Desk with detailed product evaluation, for inclusion in technology roadmap.

Project Delivery

• Serve as a primary contact for approved Service Desk projects. Engage Service Desk management for alignment with other day to day support needs.
• Key technical resource for major endpoint-related projects, or project lead for smaller initiatives, as required.  Ensure alignment of activities and technical approach.
• Ensure relevant milestones and deliverables for assigned projects are met to ensure successful delivery.

Team Leadership

• Provide technical leadership to the globally distributed team of Service Desk Analysts through training, coaching and continual engagement.
• Ensure adherence to defined process, policies, procedures by Service Desk Analysts.  Assist in introducing these to new team members.
• Act as a key collaborator and technical bridge between the Service Desk team and other Global IT teams for knowledge sharing.  Receive and document knowledge/solutions from other IT teams. 
• Proactively identify knowledge or documentation gaps within the Service Desk team, and bring these to the attention of the Manager, Service Desk for scheduling and action.
• Consistently lead by example in adherence to all defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes.
• In support of the Change Management process, ensure Global Service Desk is aware of upcoming changes affecting any items on the Service Catalog.  Work with management to ensure identified changes to the Service Catalog are being properly addressed.
• Drive SOP delivery, team training and successful operational handover of support items to Service Desk for all projects/other changes as needed.

OUR IDEAL CANDIDATE;

• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
• Microsoft’s intermediate/advanced certifications e.g. M365 Modern Desktop Administrator Associate / M365 Teams Administrator Associate, and/or other relevant vendor certification.
• ITIL Foundation certificate.
• HDI Customer Service Representative or equivalent certification.
• Proficiency in Microsoft Excel, PowerPoint, and other reporting tools.
• Minimum 9 years relevant experience, ideally with a combination of IT Level 1 and Level 2 support roles and progression into a supervisory or Team Lead role.
• Experience in handling call queue/call centre environment, with reporting responsibility.
• Clear demonstration of technical leadership experience. 
• Experience and comfort in driving policy and process within the corporate environment.
• Very strong-to-expert-level troubleshooting, investigative and problem-solving skills.
• Solid experience providing technical support in an enterprise environment, consisting of Windows PCs, thin clients/Citrix/IGELs, macOS, and iOS devices.
• Solid Active Directory knowledge (managing user accounts throughout their lifecycle, familiarity with use of OUs, security groups, GPOs, etc.).
• Solid experience supporting M365 applications, and email systems such as Exchange/Outlook.
• Experience supporting mobile devices using Intune or other MDM solutions.
• Experience configuring and managing desk/soft phones using Avaya or other platforms.
• Experience imaging/deploying desktops, laptops & mobile devices.
• Excellent customer service skills with an ability to demonstrate empathy.
• Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes.
• Experience supporting both onsite and remote users in a global environment.
• Significant experience providing Senior Executive support.
• Experience working within project teams to deliver, manage and report on tasks and timelines.
• Ability to design and develop end-user and/or technical training documentation and coach others to deliver these.
• Enthusiastic and pleasant attitude.
• Excellent listening skills, verbal and written communication.
• Upholds best practice standards as well as departmental policies and procedures.
• Ability to work with minimum supervision and guidance.
• Self-starter for seeking knowledge.
• Excellent knowledge of English and Dutch (for locations in Belgium, Netherlands) is required.  Knowledge of French or the ability to develop French.
• In possession of valid driver’s license.  Able to travel as needed to supported locations.

ADDITIONAL QUALIFICATIONS:

• Apple Certified Support Professional / Apple Certified IT Professional certification

#LI-SM2

Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
 

Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.