It Service Desk Team Lead Job in Innovatia

Description Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds most successful Fortune 500 and Fortune 1000 companies. The Service Desk Team Leader assumes responsibility for overseeing and managing a team of IT Helpdesk Engineers. Additionally, this role involves evaluating calls, reviewing tickets, and scoring interactions based on established guidelines. Helpdesk Team Leads will guide their teams, refine performance metrics, and engage with end-users through surveys and completed NPS assessments. Responsibilities Managing all aspects related to identifying, prioritizing, and resolving end-user help requests, including the monitoring, tracking, and coordination of help desk functions. Initiating, executing, and supervising improvements in support processes and performance metrics. Ensuring continuous technical development of team members to remain up to date with emerging technologies. Coordinating communication and support responses during critical risk, slowdown, and outage situations. Establishing, managing, and maintaining policies and procedures to nurture a positive work environment. Participating in the planning, execution, and support of customer projects and initiatives. Extensively monitoring calls and tickets for quality assurance. Providing ongoing performance coaching and constructive feedback to team members. Tracking attendance and performance metrics of both individual team members and the entire team. Assigning tasks to team members and holding them accountable for their responsibilities. Evaluating performance and comfortably adhering to Performance Improvement Plans (PIPs) when necessary. Assisting in the performance appraisal of team members at year-end. Managing the call queue to ensure adherence to service level agreements. Implementing process enhancements for the CSC team. Identifying, evaluating, and suggesting areas for improvement. Providing superior customer service by supporting the CSC team and resolving participant escalations/issues before further escalation. Analyzing Helpdesk trends to pinpoint opportunities for enhancing quality. Demonstrating creative thinking and innovative problem-solving. Assisting in authoring, maintaining, and adhering to operational policies, procedures, and associated documentation. Contributing to and managing additional special projects assigned by clients or the management team. Taking responsibility for conducting call and ticket quality reviews for all Customer Success Center Engineers, approximately 50-75 per week. Following established escalation paths for security-related calls or ticket review failures. Utilizing technical expertise to ensure accurate completion of troubleshooting steps. Additionally: Conducting candidate interviews, providing input on hiring, contributing to training, participating in client meetings, and team meetings. Contributing to robust Quality Assurance (QA) programs to enhance end-user satisfaction and NPS scores. Fulfilling other assigned responsibilities as needed. Qualifications Minimum of 2 years of people management experience in a Call Center/Helpdesk environment. 3-5 years of experience in conducting quality reviews of calls and tickets. 3-5 years of experience in diagnosing and resolving technical issues. Proficiency in analytical, organizational, and written communication skills. Excellent interpersonal skills and critical/logical thinking abilities. Familiarity with Service Now and Remedy ticketing systems. Ability to articulate viewpoints to drive change and secure buy-in. Capacity to comprehend the bigger picture while effectively managing multiple tasks and projects with minimal supervision. Self-motivated with the ability to work independently. Comfortable in dynamic environments with shifting priorities. Strong problem-solving skills, strategic thinking, and tactical implementation. Proven ability to build trust, manage conflicts constructively, and establish effective relationships with employees and managers. Effective communication in diverse settings and ability to offer constructive solutions. Proficient in project management concepts and resource allocation. Forward-thinking mindset for anticipating technological needs and trends. Familiarity with Verint Benefits at Innovatia Comprehensive Health Insurance policy Employee Wellness Program with focus on mental health Robust reward and recognition programs Company incentive programs offered Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off Ample growth and learning opportunities Remote work opportunities Focus on work/life balance Immigration Program supporting immigration to Canada for eligible employees