Service Delivery Team Lead

at  MSP OPERATIONAL CORP

MSP Corp. Powered by Groupe Access is a leading Cyber Security and Information Technology (IT) services firm in Canada. We are committed to delivering top-tier services and solutions to our clients. As we continue to grow, we are seeking a dedicated Service Delivery Team Lead our dynamic team. Reporting directly to the Manager of Managed Services the Service Delivery Team Lead will be responsible for all inbound user service requests; coordinating dispatch of technicians for user issues requiring on-site resolution; and organizing technician schedules for all Service Desk and NOC staff.

QUALIFICATIONS

• Previous customer service experience of 5 to 7 years
• Bachelor’s degree or equivalent work experience in coordinating team workloads
• Positive attitude and a strong willingness to continually learn
• Basic knowledge of computers and operating systems
• Bilingual in English and French
• Experience as a team leader (teams of 5 to 6 people)
• Interpersonal skills: such as telephone communication, active listening, and customer care
• Ability to multitask and adapt quickly to changes
• Technical awareness: ability to allocate resources appropriately to technical issues
• Familiarity with key IT services of the organization being supported
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills for quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-paced environment.

• A point of contact to the customer for all types of service requests.
• Coordination of all IT support groups to ensure maximum utilization of billable resources.
• Pre-process service requests as they arrive through phone call, email, manual entry, or direct customer input.
• Schedule internal and field technical resources on the dispatch portal.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Route incoming and existing tickets to the appropriate service group.
• Monitor open service tickets to make sure the team is meeting customer SLA’s.
• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Improve usage and increase productivity of IT support resources.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of IT Support resources and successful completion of service requests to the General Manager.
• Responsible for entering time and expenses as they occur.
• Enter all work as service tickets into the computer system.
• Escalate requests to other team members as necessary.