Role Description 
We are looking for a service-oriented Team Lead, Service Desk to provide technical support to our user community, provide mentoring / coaching to service desk team members, and supporting Service Delivery excellence initiatives.   

The successful candidate, and member of our exceptional service delivery team, is an experienced technical problem solver, a great communicator, and self-motivated individual.  

Responsibilities: 

• Provide leadership support to the Service Delivery team and ensure all service requests and incidents are handled properly & efficiently and in a timely manner.  

• Monitor and track Service Desk performance metrics to ensure compliance with Service Level Agreements (SLAs)/ Service level objective (SLOs) targets.  

• Identify and implement process improvements with support from Manager.  

• Planned, distribute and maintain the Stand-By/ On-Call schedule for the Service Delivery team to ensure 24x7x365 IT coverage for all QuadReal employees.   

• Provide coaching and mentoring to service desk team members, including onboarding, and training new team members.   

• Function as the point of contact of first level escalation for critical issues and high-priority incidents and participate in major incident management as assigned.   

• Provide the Service Delivery team with performance feedback and work with Management to promote a culture of continuous improvement, operational efficiency and overall, an exceptional  employee experience.   

• Create and foster a “customer centric” culture within the Service Delivery team. Prioritizing & resolving incoming IT issues/requests to achieve a high level of user satisfaction with every interaction.  

• Respond to and resolve technical issues/requests with various software and hardware systems, including but not limited to Windows 10/11 OS, Office 365, and mobile devices (Apple & Samsung), and printers.  

• Collaborate and communicate with users, peers, and other IT team members to resolve service and support related issues.  

• Ensure user queries and/or issues are documented, validated, triaged, and updated for further action in Service Now to meet established SLO/SLA targets.  

• Ensure asset and inventory management records are maintained and up to date as defined by QuadReal asset management standards.  

• Proactively escalate issues to appropriate support group or management as applicable.  

• Develop, maintain, and contribute to QuadReal’s knowledge repository including but not limited to the publication of knowledge articles / knowledge sharing / Standard of Procedure / User guide / training materials etc.   

• Participate in the development of continuous service improvements (CSI).  

• Function as subject matter expert for assigned support and technical domains to provide outstanding user experience.  

• Ensure compliance with QuadReal’s IT, Cyber Security Policy as well as all other policies, procedures and standards.   

• Stay up to date on the latest technology trends and advancements and proactively make recommendations for technology updates and maintain technical knowledge for current support responsibilities.  

• All other duties as assigned.  

Experience and Qualifications  

• 10+ years of proven enterprise experience in technical support or service desk role.  

• College diploma in Computer Science, Information Technology, or related field is required.  

• 5+ years of proven experience in team leadership or similar role.  

• Proven record in driving continuous service improvement.  

• Proven record of providing successful team member’s ramp up & coaching.   

• Service & process oriented and data-driven mindset to create business value for service delivery.   

• Experienced in troubleshooting hardware and software issues for Windows, Mac, and mobile OS systems.  

• Experience supporting Active Directory, Azure, Anti-virus, Office 365, Intune, Teams, SharePoint is required.  

• Intermediate level experience with ServiceNow is required.  

• Strong interpersonal verbal and written communication and customer service skills.  

• Team-oriented and skilled in working within a collaborative environment.  

• Keen attention to detail.  

• ITIL certification is required.  

• Relevant Technical certification(s) are considered an asset.  

• Power platform experience is considered an asset.