IT SERVICE DELIVERY LEAD

The IT Service Delivery Lead’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance.

Job Summary

The IT Service Delivery Lead’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The IT Service Delivery Lead is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability.

This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The IT Service Delivery Lead is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The IT Service Delivery Lead will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary. This role will also support all change, incident, automated reporting and software related challenges that are managed by team.

Key Duties & Responsibilities:                                

Ensures compliance of direct reports and adheres to all company policies, procedures, rules, regulations and statutory requirements to establish and maintain a productive, safe and amenable working environment.  

• Participates and engages direct reports and peers in organizational HSE&Q initiatives while seeking to consistently improve HSE&Q in the workplace. 
• Coordinates and ensures capital and operational projects as well as routine work activities are conducted safely, within budget, within established timeframes, required quality and in accordance with good governance, procurement policies and procedures. 
• Assists with or coordinates the inputs for the plant(s)/department’s annual budget within stipulated timelines. 
• Champions an environment that facilitates training, development and continuous learning by identifying training needs, recommending appropriate interventions and evaluating their effectiveness. 

Strategy and Planning 

• Develops, Updates and Maintains Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
• Develops, Updates and Maintains policies and procedures that outline how problems are identified, documented, assigned, and corrected.
• Analyzes performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Acquisition and Development 

• Prepares budget proposals and operational expenditure statements.
• Collaborates with other departments to identify and/or procure Service Desk software, hardware and other items for internal staff and external clients.
• Conducts research on emerging products, services, protocols, and standards in support of technology procurement and development efforts.
• Liaises with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
• Selection, purchasing and deployment of IT related equipment. 

Operational Management 

• Manages the processing of all calls to the Service Desk to ensure courteous, timely and effective resolution of end user issues.
• Develops and enforces request handling and escalation policies and procedures.
• Tracks and analyzes trends in Help Desk requests and generate statistical reports that lead to problem identification and resolution.
• Assesses needs for any system reconfigurations (minor or significant) based on request trends and makes recommendations.
• Identifies, recommends, develops and implements end user training programs to increase employee self-sufficiency.
• Oversees development and communication of help sheets, knowledge base, usage guides and FAQs for end users.
• Oversees the development, implementation and administration of service desk staff training procedures and policies.
• Attend Change Advisor Meetings (CAM).
• Responsible for managing the change, incident and reporting activities in a timely manner.
• Monitor incident trends and anticipate potential problems for proactive resolution.

Qualifications and Experience:

• Undergraduate degree in the field of Computer Science or Information Technology
• Minimum of ten (10) years equivalent IT work experience 
• Minimum of five (5) years’ service delivery supervisory experience.
• ITIL certification will be considered an asset

Knowledge, Skills and Abilities:

• In-depth knowledge and understanding of:
  • Microsoft Windows (server and desktop)
  • Fortinet Solution
  • Microsoft Endpoint
  • ServiceDesk Management
  • Personal computing and communication environments
  • Networking infrastructure and technologies
  • Systems security
  • Excellent knowledge of Microsoft Office configuration and technical support
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Familiarity with reporting in Power BI
  • Demonstrated progressive experience in the management of a technical support team.
  • Solid relationship management and performance management skills.
  • Ability to motivate and direct staff members and subordinates.
  • Strong customer service orientation.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Good written, oral, and interpersonal communication skills.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Ability to conduct research into technology related issues and products as required.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Team-oriented and skilled in working within a collaborative environment