• Manage customer service levels in accordance with contractual agreements and ensure a high level of service quality in accordance with customer service level agreements
• Ensure consistency of overall team performance with regards to the quality of technical support and customer service, in conjunction with service level achievement, maintaining and enforcing standards / procedures regarding resolution of technical problems
• Understand the general objectives of the Service Desk and Billing Services, as well as the role and function of each member of the team
• Responsible for creating, reviewing, and applying individual and collective performance measures
o Conduct performance reviews and member satisfaction reviews
• Advise / Coach direct reports (Team leaders)
• Manage team development by ensuring that daily tasks and activities are in line with competencies
• Recommend and / or approve training requests to develop and refine the skills of Service Desk members
• Identify areas for improvement and suggest changes (business process, members, tools, documentation)
• Actively solicit customer feedback and respond to it in a timely manner
• Communicate constructively and effectively with all groups to ensure client expectations are met.
• Ensure the accuracy of internal reports or those intended for clients (metrics, key performance indicators, compliance with service level agreements, SOX reports)
• Provide strong leadership and member management
• Ensure consistent member engagement / recognition / retention
• Verify accuracy and approve the time reporting of Service Desk members
• Reduce expenses and optimize the use of resources

• At least three year of management experience in a Service Desk
• Proficiency in the Microsoft suite: Word, Excel and PowerPoint
• Priority to customer service / customer satisfaction
• Superior English written, spoken and presentation skills (French is an asset)
• Attention to detail / precision
• Strong analytical skills
• Finance literacy to support the billing team
• Flexibility in adjusting schedules as needed
• Good understanding of SLA and SLO and a track record of adhering to contractual SLA's