Project Lead / Manager - IT Helpdesk

We are looking for a Project Lead / Manager – Helpdesk with at least 4 years of experience working experience in a Supervisory Role in the ICT/BPO industry. The main responsibility would be managing the overall desk activities and act as a further escalation point.

Responsibilities

• Manage the overall Service desk activities
• Maintain a high level of knowledge of business line applications, workstation operating systems and the clear understanding of BDO applications
• Assist in determining the severity, impact and priority of incidents, and engage formal incident management process as needed
• Facilitate and review resolution activities to identify trends and shares findings with Problem Specialist for further investigation
• Escalate incidents when necessary, and inform varying levels of management and senior leadership team/s
• Review and take appropriate action on the results of major non-conformances from incident audits
• Analyse report data and research trends to identify opportunities for process improvement or problem creation
• Review and monitor the aging incidents in progress
• Produce management information, including KPIs and reports
• Work closely with Problem Management to ensure the appropriate assignment of priorities, proper documentation and trend analysis
• Ensure that the Knowledge Management Database is regularly updated
• Define incident management end-to-end process and update processes when required
• Ensure all appropriate information is documented for all incidents and processes
• Conduct incident management meetings within the Service Desk for continuous improvements
• Communicate with key administrators and/or business lines members as well as End User Services for news on issues, changes and updates that relate to all business line applications
• Ensure that the customer’s SLA’s are maintained.
• Follow up with customers to identify areas of improvement
• Provide customer feedback to the appropriate internal teams
• Work with local offices to improve the user experience within the incident process
• Conduct daily staff meetings and ensure that customer feedback is provided to staff
• Coach, motivate and participate in development of team members
• Manage performance of the team
• Prepare and conduct training for the Service Desk Specialists on business line application product version changes and issues identified from trend analysis
• Identify training needs of Service Desks Specialists and work closely with Directors to bridge any skills gap/s.

Experience & Qualifications

• Degree in IT or related field with at least 4 years working experience in a Supervisory Role in the ICT/BPO industry
   

Skills

• Ability to work 24/7 and on shift system (Canadian Working Hours)
• Strong knowledge of ITIL and or ITIL Certified and or ITSM
• Good Leadership & People Management Skills
• Excellent organisational, planning and time management skills
• Good written and verbal communication skills in English
• Shift planning management experience
• Detail oriented
• Customer-service oriented with a problem-solving attitude