Service Desk (Lead) – ID #00035

We are seeking a full-time Service Desk Supervisor to join our Canadian fintech client’s team. This role involves managing a team of service desk professionals providing support for desktop and mobile technologies.
The position requires a 9-hour shift within the hours of 7 AM to 6 PM (Toronto time),
ensuring coverage across that window. Fluency in both English and French is essential.

Responsibilities:

● Supervise and lead the service desk team in delivering support for desktop and mobile technologies.
● Ensure timely response, escalation, and resolution of incidents, adhering to service-level agreements.
● Monitor and manage service desk performance and workflows using call tracking systems like ServiceNow.
● Collaborate with other IT teams to provide seamless support to end-users.
● Report regularly on service desk performance metrics and improvements.
● Train, mentor, and support service desk staff to ensure the team's continuous development.
● Maintain up-to-date knowledge of Office 365 products, providing guidance and troubleshooting as needed.
● Act as the primary point of escalation for any critical issues or incidents.

Requirements:

● Fluent in English and French (spoken and written).
● Proven experience leading service desk teams.
● Strong knowledge of Office 365 products and troubleshooting.
● Experience using call tracking systems like ServiceNow.
● Familiarity with Azure environments.
● Bachelor's degree in Information Technology or a related field.
● Excellent communication, organizational, and leadership skills.

Location: LATAM & Filipinas