Lead IT Service Desk

Irving Oil -


Full job description

As an IT Service Desk Operations Lead, you’ll be liable for managing the day-to-day operations of our IT Service Desk, which incorporates overseeing the operational elements of the group. This ranges from scheduling and workload administration to reporting, in addition to being the first level of contact for IT groups in search of Service Desk help. Your function will make sure the Service Desk group meets all targets and service-level agreements (SLAs), whereas additionally figuring out areas for enchancment. Collaborating with different IT groups, you’ll decide duties and actions that the Service Desk can successfully help. You’ll tackle a training and mentoring function for IT Service Desk Analysts and lead by instance, significantly when aiding with buyer interactions throughout busy occasions.

What We Provide:
Hybrid Work Mannequin – Permits for a mix of in-office and work-from-home days

Aggressive Compensation – Together with an annual bonus plan, pension plan, and parking allowance

Versatile Advantages Plan – Together with medical and dental advantages which are each in impact from day one

Paid Trip – Plus an annual choice to buy further trip, too

Wellness Help – With an annual wellness allowance, paid private care days and a 24/7 Worker & Household Help Program

Alternative to offer again to some wonderful causes in our neighborhood – Select when and the place to make an affect with a paid volunteer day, firm volunteer alternatives, and a donation matching program

Your Tasks:
Handle day after day operations of the IT Service Desk together with:

Plan and implement efficient scheduling for IT Service Desk that could be a 24/7 help setting, together with on-call scheduling and time reporting.

Put together Metric Reporting and evaluation, present enchancment suggestions primarily based on findings and implement them.

Mentor and practice new Service Desk Analysts

Handle name queues to fulfill service degree agreements

Take part in operations conferences in addition to conferences associated to Service Desk duties

Present steerage in troubleshooting and drawback decision for software program and {hardware} points.

Handle the group workload and reveal competency in an adaptive and quickly altering IT setting.

Be certain that the reason for issues, not simply the signs, are resolved and guarantee that taking motion is taken to forestall issues from recurring.

Be certain that help requests are resolved in keeping with the service degree agreements with the caller and escalating the problem when needed.

Logging of all calls into an ITSM Ticketing instrument with clear and concise language

Personal all worker incidents and requests, and see them by to decision making certain that SLAs are being met

Collaborate with colleagues in different groups as wanted to keep up excessive service requirements; collaborating in inside conferences as required

Your Abilities:
Demonstrated capability to handle, inspire, coach, and lead others.

Possess sense of urgency, adaptability, flexibility, and drive to attain

Sturdy time administration and prioritization abilities

Expertise utilizing ServiceNow for ticketing to handle Incidents and Service Requests

Data of Energetic Listing, Area Providers; Home windows working techniques, MS Workplace/365 purposes; Community (LAN/WAN) ideas, VPN applied sciences; Cell Applied sciences (Smartphones/Tablets)

Display glorious interpersonal, oral, verbal, and written communication abilities in coping with all ranges of employees, in addition to the power to handle worker expectations.

Bilingual in each French and English an asset

Your Expertise:
Diploma or diploma in a computer-related program. Home windows-based certifications resembling MCP or MCSE is an asset

Minimal 2 years prior expertise managing an IT Service Desk setting

Minimal 5 years’ prior expertise in IT or Service Desk setting. Deskside expertise is an asset. In-depth technical expertise working with Intel-based PCs and laptops


Irving Oil is dedicated to supporting a various and inclusive work setting. We thrive on the nice power that’s created when our individuals from totally different backgrounds, identities, cultures and experiences share their distinctive views. Variety is vital to our success and inclusion is everybody’s accountability.

In a world more and more engaged in taking motion on international problems with local weather change, social justice and good company governance, our group has an vital function to play. We’re dedicated to being a part of the answer, in offering the secure and dependable power that individuals want, whereas taking concrete steps to evolve our enterprise for the long run – for our individuals, our clients and our communities, right this moment and tomorrow.

Please check out our Sustainability Report back to study extra about our dedication to our communities, and our planet.

Job Necessities – Work Expertise

Info Know-how

Job Necessities – Training

Diploma / Certification: Info Know-how

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