Team Lead, Service Desk Support

  • Company:
    GWL/LL
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    3 weeks ago
  • Category:
    Customer Service

We are seeking an energetic and creative Team Lead to develop a professional, team oriented and client centric work environment for our Service Desk Services team in Winnipeg.The Team Lead, Service Desk Services is responsible to provide active leadership and coaching to the Winnipeg based Service Desk Analysts.This team provide first line information technology support and service to the Great-West Life, London Life, Canada Life, Investors Group and Mackenzie Investments staff and sales forces. Reporting into the Associate Manager, Service Desk Services, this role is responsible for managing incidents, daily reporting, metrics, escalations and performance management. Accountabilities:Provide day to day leadership, and overall workload balancing of team activitiesProvide a variety of human resource functions including recruitment, performance assessments, coaching and development, active performance management and resource planningReports on/escalates to management any/all issues, such as team difficulties/concerns, as they relate to Service Desk processes, as requiredParticipates in operational improvement initiatives to assist in managing changes to Service Desk functions/processesImplements and supports the transition to new/changed processes within the teamEnsure Service Desk staffing, processes and technologies are aligned to support an exceptional service experience for callersAssists with the overall quality of the service delivered by Service Desk staff through active coaching and development of employees Ensure service level targets and performance indicators are actively monitored and achieved at the team and individual level Participate in planning for technology projects, changes and enhancements to ensure effective transition of support to the Service Desk Develop a culture of continual service improvement by observing trends and working with the team and internal partners to identify and implement action plansProvide Service Desk Analyst support when required Qualifications and Competencies: Mandatory:Proven ability to provide top notch customer service and model the appropriate behaviors necessary for exceeding customer expectationsA demonstrated ability to build high performing teams and develop employeesStrong track record of achievement Proven coaching and human resource management skillsStrong verbal and written communicator able to deliver audience appropriate documentation and communicationsExceptional problem solving, analytical and decision-making skillsExperience in an IT operational support environment with a track record of increasing responsibilityMinimum three years direct leadership experience Technical Diploma or related education/experienceDesirableExperience with service desk best practices, processes and toolsExperience with major incident management processes and facilitationWorking understanding of ITIL processes including Incident, Change and Problem ManagementExperience with telephony and ACD concepts and toolsKnowledge of financial industryDiscover your opportunity….Apply today!Great-West Life offers competitive compensation, great benefits such as medical, dental, life insurance, wellness account and personal days not to mention onsite cafeteria and fitness facilities. If you’d like to join our team submit your information online and introduce yourself.Together Great-West Life, London Life and Canada Life serve the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.Great-West Lifeco would like to thank all applicants, however only those who qualify for an interview will be contacted.