We are currently seeking a Team Lead Resolution for who is responsible for the leadership of both Service Desk and Deskside Support (onsite and field).  This position is a 6 month contract to permanent in Calgary, Alberta. 

POSITION SUMMARY

Reporting to the Service Delivery Manager, the Team Lead Resolution is responsible for the leadership of both Service Desk and Deskside Support (onsite and field).

Service Desk

A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs and objectives of both Customers and IT Providers. ("Customer" refers to the actual user of the service, while "Client" refers to the entity that is paying for service)

The objectives of the Service Desk are:

• Providing a single (informed) point of contact for customers

• Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities.

The common Service Desk functions include:

• Receiving calls, first-line customer liaison

• Recording and tracking incidents and complaints

• Keeping customers informed on request status and progress

• Making an initial assessment of requests, attempting to resolve them or refer them to someone who can

• Monitoring and escalation procedures relative to the appropriate SLA

• Identifying problems

• Closing incidents and confirmation with the customers

• Coordinating second and third line support

The Service Desk pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Service Desk is in the direct line of any impact on the Service Level Agreement (SLA) and as such should be kept rapidly informed of any planned or unexpected changes or service unavailability.

Deskside Support

Invoked if the incident cannot be resolved while on the telephone through the Service Desk described above or where the incident requires further work or assistance in person with the customer. Also responsible for the Procurement, Installation, Maintenance and Asset Management (PIMA) of computing resources.

THE TEAM LEAD RESOLUTION ROLE

The Team Lead Resolution is a flexible and adaptable role that aims to inspire team members to achieve greater than what is asked or considered possible. In leading-by-example, this role expects that you are willing to work harder and longer than those around you and that you think of those that report into you as your customers. Your values-based leadership seeks to engender trust and dedication through encouragement, support, shared-purpose and within an environment of learning and opportunity.

The Team Lead Resolution is more than willing to take a hands-on, can-do approach when necessary to handle the technical challenges of telephone, remote assistance or face-to-face customer technical support and also manages the over-all organizational effectiveness, staffing, employee relations, organizational learning, development and training and workplace health and safety.

ROLE & RESPONSIBILITIES

• Ensure SLA’s are achieved and client expectations are met (or exceeded).

• Measurement, design and implementation of management reporting of key performance metrics designed to illustrate balanced-scorecard performance related activities and results of both individuals and the teams.

• Represent and act as point-of-contact subject matter expert in all matters related to Service Desk and Deskside Support.

• Review previous day’s operational performance results to set the course for current day tactical direction.

• Maintaining shift schedules, review and approve applications for time away from work.

• Participate in performance improvement and performance appraisal discussions.

• Receive, assess and coordinate tasks, resources and timelines for special project assignments.

• Understand, manage and attest to compliance against operational, Sarbanes-Oxley and IT Security policies.

• Handle customer escalations when and where appropriate.

• Attend all relevant communication sessions including: intra- and inter-departmental meetings.

• Communicate vision, mission, and operational objectives individually and at the team level.

• Create and maintain a quality assurance program including (but not limited to): side-by-side coaching, silent and random monitoring and structured coaching sessions.

• Offer insights related to Integrated Service Management: improved service design processes, efficiencies and effectiveness (identification of trends, weaknesses, and areas of opportunities).

• Maintaining accuracy, completeness and currency of knowledgebase, process documentation, reporting capabilities and training materials.

• Contributing to future application successes by providing appropriate input into new technologies, risks and implementations, and by providing research and development of such new concepts and technologies.

STRENGTHS

Service Excellence: Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations.

Problem solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational or process problems.

Managing Multiple Priorities: Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation.

Oral Communications: Ability to express oneself and communicate with others verbally; recognizing that verbal communication is more than just language - it includes tone, style and structure.

Written Communications: Ability to produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation.

PERSONAL CHARACTERISTICS

• Responsible

• Mature

• Accountable

• Disciplined

• Resourceful

• Independent

• Committed

• Influential

• Collaborative

• Humble

• Enthusiastic

• Driven

• Decisiveness

• Integrity

• Achievement-oriented

• Respectful, courteous, considerate

• Trustworthy, open and honest

• Flexible and adaptable

SUBSTANTIVE COMPETENCIES

• Previous, directly-related, hands-on people management experience.

• 5+ years front-line customer service experience.

• 3-5 years information systems enterprise experience in oil and gas with progressively complex roles.

• IT related Certificate or Diploma from a recognized post-secondary institution.

• Familiarity of root-cause analysis methodologies and OSI model of trouble-shooting and resolution.

• Any of: Business Analysis, MSDST, MCP, MCSE, A+, Network+, Project Management, ITIL are assets.

Contact Information:

Lisa Durante

PeopleToGo at www.peopletogo.com

Phone: 905-940-9292 ext 2306 or toll free 1-800-283-5042 ext 2306

Fax: 905-513-9995

Email: lisad@peopletogo.com

We appreciate all expressed interest in this position, however, only the candidates selected for interview will be contacted.