Service Desk Lead & Change Champion

hydroottawa; Ottawa; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

AI screening in recruitment

Job summary

Hydro Ottawa is seeking a Supervisor, Service Desk to lead day-to-day operations, mentor staff, and ensure exceptional service delivery. The role emphasizes crisis management, cross-functional collaboration, and adherence to safety standards.

You will oversee performance metrics, budgets, and relationships with internal and external stakeholders, guiding a team through changing priorities in a hybrid work environment.

Qualifications

• Minimum 3 years' supervisory experience in a fast-paced office environment.
• English essential; bilingual (English/French) considered an asset.
• Experience managing operational crisis situations, both internal and external.

Responsibilities

• Lead and coach Service Desk staff, set goals and provide feedback.
• Determine work procedures and schedules for efficient daily operation.
• Develop training resources to ensure service goals are met.
• Respond to high-priority escalations and communicate with stakeholders.
• Oversee safety and regulatory compliance in field-related work.

Skills

Leadership

Supervisory experience

Crisis management

Cross-functional collaboration

Customer service

Education

Post-secondary Education in Business Administration

Tools

Google Workspace

Job description

Hydro Ottawa is seeking a Supervisor, Service Desk to lead day-to-day operations, mentor staff, and ensure exceptional service delivery. The role emphasizes crisis management, cross-functional collaboration, and adherence to safety standards.

You will oversee performance metrics, budgets, and relationships with internal and external stakeholders, guiding a team through changing priorities in a hybrid work environment.