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Service Desk Director


This is a Contract position in Toronto, ON posted October 26, 2021.

Job Description The Service Desk Tech Director is in charge of developing and supervising a team of front-line management; directing their activities for the achievement of company targets and goals.

This role must identify, monitor, articulate, and deliver contractual requirements; which includes targets, specific data, anticipated outcomes, and other key performance indicators.

The Director is responsible for overall account success for short, medium and long term from Strategic, Operational, and Cost standpoint.

Manage a cost-effective business model by actively controlling headcount, payroll, efficient operational models, profiles and bonuses, through discipline and integrity Overall Performance Management and people development from Managers to associates through coaching and feedback sessions on a regular basis, Annual Review and ad-hoc requirements Prepare, develop and conduct performance evaluations, set up performance goals and targets and implement CSI (Continual Service Improvement) strategies Develop and ensure operation stability running lean and efficient to meet desired outcomes using financial KPIs Responsible for the overall cost, volume reports completion for proper billing Identify, recommend and support the implementation of various programs for the improvement of contact center processes through synergy with peers Bachelor’s degree with a focus on IT , HRM or other related fields 2 years in a leadership role dealing with a high volume of clients and managing direct reports 4 years working with a Managed Services Provider in a Call Centre environment ITIL preferred, ITIL foundations, ITSM certified Well-rounded Business Acumen and experience (Operations, Finance, People Management, Training) Advanced Leadership Skills and Strategic thinking Ability to work independently (self-starter) and actively engage with organizational function Excellent command of the written language both written and verbal along with well-developed interpersonal skills