22 May, 2024

We are seeking a full-time Service Desk Supervisor to join our Canadian fintech client’s team. This role involves managing a team of service desk professionals providing support for desktop and mobile technologies.
The position requires a 9-hour shift within the hours of 7 AM to 6 PM (Toronto time),
ensuring coverage across that window. Fluency in both English and French is essential.

Responsibilities

- Supervise and lead the service desk team in delivering support for desktop and mobile technologies.

- Ensure timely response, escalation, and resolution of incidents, adhering to service-level agreements.

- Monitor and manage service desk performance and workflows using call tracking systems like ServiceNow.

- Collaborate with other IT teams to provide seamless support to end-users.

- Report regularly on service desk performance metrics and improvements.

- Train, mentor,



and support service desk staff to ensure the team's continuous development.

- Maintain up-to-date knowledge of Office 365 products, providing guidance and troubleshooting as needed.

- Act as the primary point of escalation for any critical issues or incidents.

Requirements

- Fluent in English and French (spoken and written).

- Proven experience leading service desk teams.

- Strong knowledge of Office 365 products and troubleshooting.

- Experience using call tracking systems like ServiceNow.

- Familiarity with Azure environments.

- Bachelor's degree in Information Technology or a related field.

- Excellent communication, organizational, and leadership skills.

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📌 Service Desk (Lead) – ID #00035 (Nezahualcóyotl)
🏢 Werben Hr
📍 Nezahualcóyotl