Service Desk (Lead) – ID #00035

Werben HR; Ciudad de México; Híbrido; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A fintech company based in Canada is seeking a full-time Service Desk Supervisor to manage a team supporting desktop and mobile technologies. Candidates must be fluent in both English and French, and possess strong leadership and communication skills. Responsibilities include overseeing service desk operations, ensuring timely incident resolution, and training staff. The ideal candidate should have a Bachelor's degree in IT and experience with Office 365 and ServiceNow.

Formación

• 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.

Responsabilidades

• Supervise and lead the service desk team in delivering support.
• Ensure timely response and resolution of incidents.
• Monitor and manage service desk performance using call tracking systems.
• Collaborate with IT teams for seamless end-user support.
• Report on service desk performance metrics.
• Train and mentor service desk staff.
• Maintain knowledge of Office 365 products.

Conocimientos

Fluent in English

Fluent in French

Leadership

Communication skills

Organizational skills

Educación

Bachelor's degree in Information Technology

Herramientas

ServiceNow

Descripción del empleo

22 May, 2024

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.