Lead Service Desk Operations at Concert Properties
C
Concert-Properties-Ltd.
📍 vancouver, metro vancouver regional district, Canada
Job Description
Become the driving force of IT excellence as the Lead Service Desk Operations at Concert Properties. This role focuses on team leadership, IT service improvement, and fostering a culture of performance.
In the Lead Service Desk Operations position, you will steer a team of analysts towards ensuring efficient incident management and promote adherence to established SLAs. You will be responsible for not only team mentoring but also for identifying improvement opportunities that enhance service quality for our end users. Collaboration with various teams and external partners will be integral to your success.
Key Responsibilities:
• Manage day-to-day incident management execution
• Ensure timely resolutions and drive First Contact Resolution
• Lead analysis of recurring incidents to improve service
• Facilitate communication around upcoming changes
• Maintain high-quality knowledge articles for team use
Requirements:
...
In the Lead Service Desk Operations position, you will steer a team of analysts towards ensuring efficient incident management and promote adherence to established SLAs. You will be responsible for not only team mentoring but also for identifying improvement opportunities that enhance service quality for our end users. Collaboration with various teams and external partners will be integral to your success.
Key Responsibilities:
• Manage day-to-day incident management execution
• Ensure timely resolutions and drive First Contact Resolution
• Lead analysis of recurring incidents to improve service
• Facilitate communication around upcoming changes
• Maintain high-quality knowledge articles for team use
Requirements:
...