Team Lead, Support Centre

PURPOSE OF POSITION

This role encompasses both service desk management and service delivery responsibilities, emphasizing the holistic approach to efficient and effective service provision.

The Team Lead, Support Centre (TLSC) is responsible for making sure that services are being seamlessly delivered to AMTRA’s clients. They oversee a variety of tasks such as:

• Leading the Support Centre team members and function, the onsite desktop support team, monitoring progress and tracking KPIs.
• Building and maintaining strong relationships with Support Centre end-users and stakeholders

The TLSC oversees daily operations, coaches the Support Centre team members, represents the team to stakeholders, and helps ensure that customer support is constantly developing and improving. This role may also manage both onshore and offshore resources.

A TLSC plays a vital role in boosting the experience of clients engaging AMTRA for existing agreement support. They will address their needs and ensure an excellent user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

The role of AMTRA’s Team Lead, Support Centre, is both customer-facing and internally facing. This role will work closely with the rest of the Service Delivery team and in accordance with the practices processes.

The TLSC is also responsible for establishing the AMTRA Support Centre practice as a “Best in Class” operation that will continuously improve to support organizational growth.

ACCOUNTABILITIES

• Spend 20% of your time contributing directly to billable utilization by responding to tickets,
• Responsible for ensuring the Service Desk meets or exceeds expectations regarding performance, defined SLAs, metrics, or benchmarks, and that standards and processes are followed to provide effective customer service.
• Supporting the delivery of a client’s agreement and assisting in ticket management escalation
• Support managed services and project portfolio reporting, budget and forecast controls

AREA OF CONTRIBUTION

• Oversee and respond to incidents and requests to ensure timely ticket closure by all team members.
• Manage high-impact incidents and reporting for AMTRA and our Service Desk clients, acting as an "Escalation Manager" and coordinating with the team to drive incidents to resolution.
• Act as an escalation point for requests and incidents, helping determine root causes and communicating appropriately to internal and external customers.
• Manage procurement, including receiving quotes, reviewing vendor options, conducting extensive research, negotiating costs, seeking client approval, and overseeing the internal approval process via Finance
• Oversee the current ITSM platform, including implementing changes, creating workflow automation, and managing agent licenses.
• Collaborate with Service Desk analysts to ensure all incoming tickets are assigned to the correct practice area or are within scope.
• Identify needs and respond or escalate opportunities to grow Client engagement.
• Support managed services reporting governance and delivery.
• Integrate Support Centre capabilities with other Practices’ Managed Service offerings.
• Efficiency Implementation: Addressing manual processes and seeking opportunities for efficiency improvements.
• Train, coach, and mentor Support Centre team members.

Overall, this role involves a mix of technical expertise, communication skills, and a commitment to continuous improvement in customer service and team performance.

COMPETENCIES

• A strong understanding of Microsoft’s Modern Workplace and Cloud portfolios, as well as their impact on customer success, is preferred.
• Strong background in ITIL (Information Technology Infrastructure Library) principles
• Team Leadership
• Background in Microsoft technology solution development and delivery
• Excellent time management, organizational, and prioritization skills and ability to balance multiple priorities

MINIMUM POSITION QUALIFICATIONS

• 5+ years in leadership accountabilities
• 5+ years in client-facing roles
• Minimum of 5 years working experience in an IT Support or Service Desk position, ideally within a Managed Services Provider environment (multiple external clients).
• Any of CompTIA A+, CompTIA Security+, Network+ or post-secondary technical diploma or degree preferred
• ITIL v3 or higher
• Microsoft 365 Fundamentals Certification is an asset
• Microsoft Azure Fundamentals is an asset
• Help Desk Institute’s Support Centre Team Lead Certification is nice to have