Service Desk Team Lead

Long View Systems
Toronto, ON
30+ days ago
Long View Systems
Long View Systems

Job Description

Long View. A career that helps you get more out of life.
A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 92% of Long View team members rated Long View as a good or great place to work!

Are you passionate about leading people and going above and beyond to deliver an exceptional experience for clients?

We are looking for a dynamic and customer-oriented Service Desk Team Lead for our Integrated Global Services team located in Toronto! You will lead an amazing team of individuals while supporting our client across North America in this fast-paced, challenging and rewarding role.

A Day in the Life:

    • Ensure the service desk support teams deliver professional, customer-focused, and high performing support
    • Maintain, improve, and regularly report on infrastructure support methods, standards, and KPIs & SLAs across all supported hardware and software
    • Continuously review the enterprise and services for issues or efficiencies, proactively working with the client to inform them and make recommendations for service improvement
    • Assist with the development and implementation of business continuity and service recovery plans and activities
    • Lead the development of standard support procedures and documentation to ensure the supportability and availability of the infrastructure
    • Develop and maintain effective working relationships with the users and process owners, outside partners and vendors and key business stakeholders
    • Provide coaching and mentoring to team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards
    • Maintain a strong relationship with the assigned manager and account manager within the branch
    • Act as a service desk subject matter expert (SME) and one of the primary Long View contacts for your assigned clients to:
    • Provide status updates
    • Support escalations
    • Communicate concerns or general service-related information
    • Provide guidance on client-specific requirements for notification of staff off-boarding
    • Help with managing client and Long View managed services interactions and provide ongoing, client-specific guidance to other service delivery teams

What You Bring:

    • 3-5 years of experience in an IT team lead role or similar
    • 5+ years of experience in an IT support role
    • Strong leadership and organizational skills
    • High level of initiative and work ethic
    • Motivation and a self-starting mindset
    • Accountability and a team-oriented attitude
    • Passion for creating and delivering an exceptional client experience
    • Amazing interpersonal skills with a high degree of self-awareness & empathy
    • Excellent problem-solving and multitasking skills
    • The desire to have fun
    • Ability and willingness to be part of an on-call rotation and to act as the point of escalation to the team member on-call
    • Good understanding of the current state of the managed services portfolio, as well as operational and service management practices and processes at Long View Entrepreneurial mindset
    • Passion to learn and grow

What Makes You Extra Awesome:

    • Experience leading a service desk
    • ITIL Certification
    • Experience working with ServiceNow

Why Work at Long View?

    • Fun is one of our core values
    • Great people and culture
    • Comprehensive benefits package from day one


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