Service Desk (Lead) – ID #00035

Werben HR; Philippines; Remote; PHP 600,000 - 800,000; Full time

Job summary

A prominent HR firm seeks a full-time Service Desk Supervisor for their Canadian fintech client. This position calls for managing a team to provide support for desktop and mobile technologies globally. Candidates must be fluent in English and French, possess a bachelor's degree in IT, and have proven leadership experience.

Qualifications

• Fluent in English and French (spoken and written).
• Proven experience leading service desk teams.
• Strong knowledge of Office 365 products and troubleshooting.

Responsibilities

• Supervise and lead the service desk team in delivering support.
• Ensure timely response and resolution of incidents.
• Monitor service desk performance and collaborate with IT teams.

Skills

Leadership

Communication

Troubleshooting

Organizational Skills

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

Office 365

Azure

Job description

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.