GLOBAL MANAGER – SERVICE DESK

Montreal

Offre publiée le 2024-06-26

LCI Education

Job Description

Posted Friday, March 22, 2024 at 4 : 00 AM

As Global Service Desk Manager at LCI, you oversee the day-to-day operations of the Service Desk Group, act as a representative for the team to stakeholders, and prioritize ongoing growth and improvement.

You establish the standard for customer engagement, serve as the primary communication channel between customers and the IT organization, and ensure a unified approach to resolving customer inquiries.

Beyond these core responsibilities, your role includes identifying and implementing service improvement initiatives, managing escalations, complaints, and facilitating suggestions for enhancement.

RESPONSIBILITIES

  • Responsible for managing the day-to-day operations of the Global Service Desk (40+ team members across the globe) and maintains a high sense of customer service;
  • Establish and continuously monitor business objectives and measure customer satisfaction;
  • Act as the ultimate escalation point within the service management team;
  • Manage and evaluate the performance of his / her team in collaboration with regional service centre managers to identify emerging staffing, training and / or coaching needs;
  • Manage and support regional information technology managers and their teams in the region, including objectives and performance;
  • Oversee the successful completion of technology projects in the Global Service Center sector;
  • Establish and maintain relationships with technology, software, and security vendors;
  • Develop and adhere to technical and operational standards and proactively stay up-to-date with upcoming technologies, services, and industry trends;
  • Contributes directly to the achievement of LCI's technology strategy and its performance in its space.

REQUIREMENTS

  • Bachelor’s degree in computer science, Engineering or IT Management;
  • 7 years of experience in a Service Desk Management role;
  • Bilingual in French and English, Spanish is an asset;
  • Proficiency in the Microsoft tech stack, Office 365, Azure AD, Intune, etc;
  • One or more relevant industry certifications are an asset. (e.g. ITIL, etc.).

This role involves interaction with internal and external clients and partners on a national and global scale. Professional proficiency in English is therefore a requirement for this role.

BENEFITS

  • Hybrid position ;
  • Permanent full-time position;
  • Workplace child care;
  • Group insurance, including EAP and telemedicine;
  • Retirement Savings Plan;
  • Health & Wellness Program.

LCI Education is an equal opportunity employer and members of the following target groups are encouraged to apply : women, person with disabilities, native people, visible minorities and ethnic minorities.

If you are an applicant / person with a disability, you can receive assistance with the screening and selection process upon request.

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30+ days ago