Description
Position Description:
We are Canada’s largest independent information technology services firm, and we are still growing! We are expanding and we need your skills, enthusiasm, and dedication as part of our team.
We are seeking Service Desk Team Leader to join our dynamic team in Atlantic Canada.
Your future duties and responsibilities:
Your future duties and responsibilities will include, but are not limited to, the following:
• Ensure the team is fully prepared and operational at the start, during, and end of each shift.
• Monitor team performance against established metrics and adjust strategies as needed.
• Identify and address training and development needs within the team.
• Manage and resolve escalations and incidents, ensuring customer satisfaction.
• Maintain effective communication within the team and with other departments.
• Compile and analyze reports on team performance, identifying improvement opportunities.
• Promote a culture of high-quality customer support and continuous improvement.
• Support the SD member in handling customer escalations.
• Communicate overnight updates or changes to the team and analyze performance metrics.
• Prioritize outstanding tickets and monitor and adjust team schedules for optimal coverage.
• Conduct team huddles for updates, addressing concerns, and motivation.
• Continuously monitor the queue, addressing issues promptly, and manage escalations and outages effectively.
• Adjust call routing or training based on call types and provide timely follow-ups on aged tickets.
• Conduct coaching sessions to support team member development, recognize outstanding performance, and track individual and team performance.
• Monitor call quality, identify coaching opportunities, and gather performance data for improvement plans.
• Ensure agent skills in the system are up-to-date and appoint a backup queue monitor for current issues.
• Review and document daily performance and incidents, ensuring critical tickets are resolved or assigned for follow-up.
Required qualifications to be successful in this role:
• Proven experience of minimum 5 years in a service desk or customer support role, with 1-2 years in a leadership or supervisory capacity.
• Strong leadership and people management skills, with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• In-depth knowledge of IT service management frameworks (ITIL preferred) and service desk operations.
• Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.
Preferred Qualifications:
• Familiar with ITIL Foundation.
• Experience with service desk management tools (e.g., Remedy, Genesys).
• Familiarity with ITSM (IT Service Management) principles and practices.
• French not required, but would be an asset
Schedule:
• Our Service Desk operates from 8:00 AM to Midnight Atlantic Time (AT).
• Candidates should be flexible to work within these hours as required.
#LI-NB5
Skills:
- Leadership
What you can expect from us:
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Come join our team—one of the largest IT and business consulting services firms in the world.
