Career Opportunities

IT Service Desk Supervisor

We are seeking an IT Service Desk Supervisor to join our Information Technology team in our Montréal office. Reporting to the Manager, User Support Services, the Service Desk Supervisor is responsible for supervising the delivery of services for a portfolio of applications and hardware, while providing exceptional customer service and ensuring all tickets are closed in a satisfactory and timely fashion.

The IT Service Desk Supervisor will be responsible for leading a team of 13 IT Service Desk Technicians across Montréal and Toronto. The Service Desk is open from 7:30 a.m. to 9 p.m. on weekdays.

Primary Responsibilities

  • Manage all Service Desk operations and ensure that we provide our firm members with exceptional and timely assistance, and that we achieve high levels of customer satisfaction.
  • Manage all incidents and serve as the point of escalation for unsolved or complex tickets by giving in-person, hands-on support to end users when necessary.
  • Provide levels 2 and 3 support to local and remote users through Service Now inquiries.
  • Provide guidance to technicians requiring support in analyzing tickets by identifying resolution options and outcomes.
  • Act as the IT Service Desk representative during meetings with Management.
  • Regularly monitor call dashboard.
  • Monitor the team’s schedule and vacations to ensure continuous service at all times.
  • Recruit, train and coach new members.
  • Assist in annual performance reviews.
  • Assist in the development of new standard operating procedures to improve work flow, customer service and response times.
  • Manage the Service Desk knowledge base to ensure that information contained therein is current and accurate.
  • Collaborate with application owners to implement processes to maintain knowledge and ensure Service Desk team members are informed of any changes that may result in increases to ticket volume.
  • Develop service level agreements (SLAs), ensuring that Service Desk tickets are resolved promptly and processing times are met.
  • Develop and provide reports in appropriate time frames, including measuring client and employee satisfaction.
  • Identify and pursue service improvement initiatives.

Qualifications

  • Bachelor or college degree in Information Technology Management, Computer Science or equivalent field
  • At least eight years of work experience as a Level II Technician and three years in a Service Desk leadership role
  • Experience managing hybrid teams
  • Proven experience in taking personal responsibility for seeking information from various sources and enabling others to learn through sharing experiences, coaching and mentoring
  • Strong analytical, troubleshooting and problem-solving skills
  • Self-starter with the ability to work effectively and independently as well as within a team environment
  • Customer-focused attitude, with the ability to understand, anticipate and identify customer needs while using information to provide the best-individualized service
  • Bilingual with excellent interpersonal and communication skills, with the ability to present information clearly and effectively both orally, whether in person or over the phone, and in writing
  • Ability to manage a team and to lead and influence others
  • Ability to adapt and work in a changing and fast-paced environment
  • Demonstrated organizational planning, time management and multi-tasking skills
  • Exceptional work ethic coupled with a “can-do” attitude
  • Familiarity with Help Desk software, especially ServiceDesk Plus
  • Knowledge of helpdesk metrics (SLA, SLO, ASA, AHT, KPI, CSAT, etc.)

Assets

  • Experience in a law firm or professional services environment

You are invited to email your resumé and cover letter in confidence to Amélie Daigle, Human Resources Business Partner at mtlrecruitment@dwpv.com.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.

Davies is an equal opportunity employer and is committed to providing a diverse and inclusive work environment.