GLOBAL MANAGER – SERVICE DESK
LCI Education
- Montreal, QC
- Permanent
- Full-time
- Responsible for managing the day-to-day operations of the Global Service Desk (40+ team members across the globe) and maintains a high sense of customer service;
- Establish and continuously monitor business objectives and measure customer satisfaction;
- Act as the ultimate escalation point within the service management team;
- Manage and evaluate the performance of his/her team in collaboration with regional service centre managers to identify emerging staffing, training and/or coaching needs;
- Manage and support regional information technology managers and their teams in the region, including objectives and performance;
- Oversee the successful completion of technology projects in the Global Service Center sector;
- Establish and maintain relationships with technology, software, and security vendors;
- Develop and adhere to technical and operational standards and proactively stay up-to-date with upcoming technologies, services, and industry trends;
- Contributes directly to the achievement of LCI's technology strategy and its performance in its space.
- Bachelor’s degree in computer science, Engineering or IT Management;
- 7 years of experience in a Service Desk Management role;
- Bilingual in French and English, Spanish is an asset;
- Proficiency in the Microsoft tech stack, Office 365, Azure AD, Intune, etc;
- One or more relevant industry certifications are an asset. (e.g. ITIL, etc.).
- Hybrid position ;
- Permanent full-time position;
- Transportation allowance;
- Workplace child care;
- Group insurance, including EAP and telemedicine;
- Retirement Savings Plan;
- Health & Wellness Program.