Lead the IT Service Desk at Thales across Canada, enhancing technical support services while implementing ITIL practices. This position is pivotal in fostering collaboration and delivering quality service in Ottawa or Montréal.
As the IT Service Desk Manager, you will oversee a dedicated team in a strategic leadership role. Responsible for the effective management of IT incidents and service requests, you will ensure compliance with service level agreements and drive operational excellence. Your expertise will enhance stakeholder engagement while embedding Agile methodologies for improved efficiency.
Key Responsibilities:
• Lead and mentor the Service Desk team to achieve high performance
• Manage incident resolution and ensure SLA compliance
• Foster relationships with stakeholders across business units
• Implement Agile and Lean methodologies for service improvement
• Oversee ITIL-based service management processes
Requirements:
• Bachelor’s degree in Compu...