Service Desk Team Lead

Autodata Solutions is looking for Service Desk Team Leads to join our growing team!

Position Overview:

A Service Desk Team Lead will work closely with the Service Desk Manager in directly supporting and overseeing the day to day activities of the 24/7/365 Service Desk operations to ensure SLA’s are being fulfilled and that users and business teams receive the support they require.  They will leverage their experience and influence to minimize potential disruption to business activities occurring in offices around the world. They will field and triage technical issues related to enterprise business applications, monitoring, email and messaging, network infrastructure, account management, active directory, desktop support, telephony, database and new software requests. This will be followed with facilitation of the resolution with the appropriate teams, across the organization. A Service Desk Team Lead will provide support relating to incidents serving as a single point of contact for any system-related issue. They need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for their work.

Core Job Duties and Responsibilities:

• Field incoming inquiries and requests from end users via email, tickets and calls regarding IT Ops related incidents and services requests
• Accurately triage, diagnose, categorize and identify business impact and urgency and respond accordingly
• Capture detailed descriptions, accurate meta tagging and relevant steps to reproduce reported issues and determine the full scope of the issue at hand
• Strive for first call resolution and maintain a high level of customer satisfaction 
• Monitor and update ongoing statuses of reported issues and proactively communicate until confirmed resolution has been met to a high degree of user satisfaction
• Adhere to procedures, workflows, documentation and reporting obligations
• Effectively escalate required issues within and external to the Service Desk team
• Respond to system monitoring alerts and dashboards indicators to avoid or minimize duration of system issues
• Collaborate cross departmental to ensure efficient operation and positive rapport
• Follow ITIL best practices
• Operate in a way that represents the IT Ops organization in a positive, trustworthy and effective light

Leadership Responsibilities:

• In alignment with the Service Desk Manager, the Team Lead will assume leadership responsibilities during alternative shifts across 24/7/365 department operations
• Leading by example, directly field, triage, escalate and resolve incidents and requests demonstrating a high standard with which the team will goal to follow.
• Ensure the assigned shifts are completing their work in compliance of defined Service Level Agreements
• Manage Executive and business stakeholder communications
• Manage escalations across the organization
• Directly manage major incidents
• Operation performance monitoring
• Champion and mature ITSM practices across the enterprise and drive adoption of ITIL best standards
• Workflow and process management
• Knowledgebase management
• Manage monitoring systems
• Act as an escalation point for team on shift
• Answer team questions and facilitate solution focused discussions across departments
• Team scheduling
• Lead team meetings and one on one’s, reviews, planning sessions and improvement initiatives

Education, Experience and Qualifications:

• Post-Secondary diploma or degree in Computer or Business-related fields
• 2 years’ experience leading a 24/7/365 Service Desk
• 2 years’ experience working in technical 24/7/365 Service Desk team in a non-leadership capacity
• Experience with coaching, mentoring, developing and inspiring team members
• Proven ability to maintain good relationship with teams, customers and vendors
• Experience is working with geographically dispersed teams
• ITSM background
• ITIL experience, certification an asset
• Incident Management and root cause analysis experience
• Service Level Agreement and Operating Level Agreement management experience
• Strong customer-service orientation with a willingness to serve
• Strong attention to detail and complete documentation
• Cross functional rapport building and initiative facilitation skills
• Team/results-oriented, flexible, proactive, self-starter
• Experience providing excellent technical support for multiple areas within the information technology field including any of service desk, desktop support, enterprise business applications, monitoring, email and messaging, network infrastructure, account management, active directory, security administration, telephony, database administration
• Relevant certifications such as A+, MSSA or MCSE an asset
• Flexibility and accountability 24/7/365

About Autodata

We’re proud of what we do. At Autodata Solutions, we transform complex data into marketing and sales solutions for the automotive industry. When you work for us, you join a team of dedicated professionals who look for new ways to raise the bar. Our corporate culture is results focused, and our offices are informal with the goal of inspiring collaboration and outside-the-box thinking. It takes talent and ambition to meet the challenges of our rapidly evolving market — and that’s all part of the fun.

• Competitive salaries
• Health benefits (medical, dental, vision, subsidized gym memberships)
• Professional growth
• Active workplace committees (social, wellness, health and safety, philanthropy)
• Discounts (vehicles, accessories, rentals, insurance)
• Community outreach opportunities
• Fun outings, sports and events
• Free coffee (always important) and occasional free food (always the day you’re starting a diet)

For more information about Autodata, please visit our company website at www.autodatasolutions.com

We thank all applicants for their interest however only those selected for an interview will be notified.  Autodata Solutions is an equal opportunity employer.  We are compliant with AODA legislation; if you require accommodations during the recruitment & selection process, please specify.

Apply now