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 (Ciudad de México)
🏢 Werben Hr
📍 Ciudad de México
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