Step into a leadership role as the IT Service Desk Manager at Thales in Ottawa or Montréal, Canada. Drive high-quality support services while embedding Agile practices for operational excellence.
In this role, you will be accountable for strategic leadership and operational management of the IT Service Desk. Your responsibilities include guiding a team, promoting collaboration with business units, and adhering to high standards in service delivery. Your expertise will be essential in ensuring robust ITIL processes and compliance across all operations.
Key Responsibilities:
• Manage and coach Service Desk professionals to achieve goals
• Ensure IT incident resolutions meet SLAs and KPIs
• Strengthen stakeholder relationships and communication
• Optimize IT service delivery through Lean methodologies
• Maintain accurate documentation and process governance
Requirements:
• Bachelor’s degree in Computer Science or a relevant field
• At least 5 years’ experienc...