Drive success as a Team Lead for the Service Desk at QuadReal in Toronto. Provide exceptional IT support while leading a dedicated team focused on user satisfaction and process excellence.
This full-time position involves delivering technical support to users and mentoring the service desk team. You will actively track performance metrics, ensure compliance with service agreements, and implement necessary process enhancements while fostering a positive customer service culture.
Key Responsibilities:
• Oversee Service Delivery team operations and response times
• Analyze service desk metrics to ensure SLA/SLO compliance
• Provide coaching, onboarding, and training for team members
• Act as an escalation point for critical support issues
• Develop a customer-centric service environment
Requirements:
• 10+ years experience in technical support roles
• 5+ years leadership experience in similar positions
• ITIL certification is essential
• Intermediate Se...