COMPANY OVERVIEW

Zucora is Canada’s Smarter Living Company, dedicated to enhancing the lives of Canadians for over 40 years. With a nationwide presence and over 2 million active plan holders, we provide innovative product protection plans and home service programs that help safeguard household budgets.

SUMMARY

The IT Service Desk Lead is responsible for overseeing the day-to-day operations of the IT service desk team, participating in and ensuring the timely and efficient resolution of technical issues and service requests with a hands-on approach. Utilizing JIRA for issue tracking, ticket management, and workflow automation, the Lead will prioritize incidents, assign tasks, and monitor team performance to meet SLAs and deliver high-quality support. This role requires strong leadership, effective communication, and a keen ability to optimize processes.

Qualifications:

• Bachelor’s degree in computer science, information technology, or a related field
• 5-7 years of experience in IT service management
• 3-5 years of experience leading or managing IT service team
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience in delivering high-quality customer service.
• Proven ability to resolve IT issues quickly and efficiently.
• Proficiency in using JIRA for issue tracking, ticket management, and workflow configuration.
• Knowledge of ITIL best practices.
• Certification in IT service desk management (e.g., ITIL Foundation)

Preferred Qualifications:

• JIRA certifications (JIRA Software Administrator, JIRA Project Administrator, etc.) would be a plus.
• CompTIA A+, Network+, or other relevant IT certifications could be beneficial for a technical background

• Monitor and prioritize incoming service requests, incidents, and support tickets.
• Ensure that the IT Service Desk provides excellent customer service to internal and external customers.
• Configure and manage JIRA workflows to support the service desk process, ensuring that incidents, service requests, and changes are tracked efficiently.
• Monitor and measure the performance of the IT Service Desk.
• Manage and configure DNS records for internal and external systems, ensuring accuracy, security, and performance.
• Administer Azure Active Directory, user provisioning, group management, and role-based access control (RBAC).
• Support the configuration and maintenance of Azure services, including SSL/TLS certificate management, virtual machines, storage, networking, and monitoring tools.
• Act as the main point of contact between the service desk team and other IT departments (e.g., development, infrastructure, network teams) for escalated technical issues.
• Maintain up-to-date technical documentation for system configurations, domain records, certificates, and service desk procedures.
• Utilize JIRA’s reporting and dashboard features to track team performance, ticket resolution times, and SLA compliance.
• Ensure clear, professional communication with end users regarding ticket statuses, resolutions, and updates.
• Act as an escalation point for unresolved issues, ensuring timely resolution and minimizing downtime.
• Train and develop IT Service Desk staff

Qualifications:

• Bachelor’s degree in computer science, information technology, or a related field
• 5-7 years of experience in IT service management
• 3-5 years of experience leading or managing IT service team
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience in delivering high-quality customer service.
• Proven ability to resolve IT issues quickly and efficiently.
• Proficiency in using JIRA for issue tracking, ticket management, and workflow configuration.
• Knowledge of ITIL best practices.
• Certification in IT service desk management (e.g., ITIL Foundation).

Preferred Qualifications:

• JIRA certifications (JIRA Software Administrator, JIRA Project Administrator, etc.) would be a plus.
• CompTIA A+, Network+, or other relevant IT certifications could be beneficial for a technical background.

Job Type: Full-time

Benefits:

• Paid time off
• Work from home

Work Location: Hybrid remote in London, ON N5V 3K