22 May, **** 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 (Estado de México)
🏢 Werben Hr
📍 Estado de México