Enterprise Service Desk Team Lead

Location: Regina, Saskatoon, Calgary, Winnipeg, Saskatchewan, Alberta, Manitoba
Team: Support
Type: Full-Time

WBM is looking for a talented individual to join our Service Desk team in the role of Team Lead.

As the Team Lead for Service Desk, the successful candidate will be responsible for maintaining and delivering best-in-class service to our client and leading a team of talented Service Desk Analysts. They will be accountable for scheduling and staffing, service levels, and most importantly customer satisfaction as it pertains to deskside service. Additionally, the Team Lead will be the client facing WBM representative to engage in client feedback and day to day operations, along with participating in regularly planned monthly performance and governance meetings. Working in close contact with fellow Team Leads who support other enterprise clients, the Team Lead will engage with the Service Delivery Manager to ensure that there is an ongoing dialogue and collaboration amongst the entire service team.


  1. Build, Lead and support a world class team of Service Desk Analysts

    • Create a positive, fun and supportive work environment for your team, ensuring they have the tools, training and information they need to deliver fantastic service.
    • Ensure each member of your team has clear goals and provide ongoing feedback and effective coaching to ensure they are successful in achieving their goals.
    • Continuously review quality of work across the team, including call reviews, to reinforce great work and identify areas for coaching and training.
    • Effectively address any performance concerns with members of your team through real time feedback, coaching and clear expectation setting.
    • Daily scheduling of the team, ensuring effective planning for coverage.
    • Management of administrative duties including attendance, expense, and timesheets as well as onboarding and offboarding requirements.
    • Conduct effective weekly one on one sessions with every member of your team with the goal of building and maintaining great relationships and connections with each person.
    • Ensure monthly coaching sessions are completed with every member of your team with the goal to ensure achievement of all KPIs, training and skills building to ensure they are successful in delivering world class service.
    • Participate in recruiting, interviewing, onboarding and training new team members.
  2. Ensure Delivery of Great Customer Experiences
    • Understand our commitments, including KPIs, service levels and specific client objectives, processes, and procedures.
    • Ensure the team can meet those commitments and provide measurement and reporting of performance.
    • Develop and maintain great relationships with clients through responsiveness to requests and effectiveness in delivering our commitments.
    • Identify opportunities for innovations to improve the customer experience.
  1. Overall Enterprise Service Desk Team Success
    • Share best practices and collaborate across the team to ensure consistency and identification of opportunities to help and support each other across teams.
    • Identification of wow factor results and celebration of those success with our team and our clients.
    • Contribute to a positive and fun team environment through participation in team meetings and other events to celebrate successes.
    • Contribute to the ongoing evolution of the service desk team overall through identifying areas for improvement, efficiencies, and collaboration across the team.
    • Support other team leads with staffing and coverage when required.

Key Qualifications:

  • Proven ability to lead a positive and fun work environment for your team
  • Ability to build a high performing team through skills development, team satisfaction and retention
  • Ability to contribute and work within a team model
  • Proven ability to meet and exceed the expectations for client satisfaction and Service Level attainment
  • Desire to lead people
  • Ability to see service and process improvements and a proven ability to execute
  • Strong technical skills Tier 1 and 2 and troubleshooting skills
  • Strong Customer Service
  • Enterprise Desk Side experience, or experience in Team Leadership within a Managed Service

Additional Details

WBM will offer you a competitive income and benefits package with opportunities for career growth and advancement. At WBM, we understand that the benefits we provide must go beyond caring for your health they must also provide for your financial well-being. That’s why in addition to medical, dental, and disability coverage, we also provide you with an attractive group RRSP.  WBM is committed to meaningful community engagement across Western Canada.  As a member of our team, you will have opportunities to get involved and contribute to our community work, which is some of the work we are most proud of!

Only applicants selected for an interview will be contacted. We sincerely thank all applicants for their interest in WBM.

Connect with us on Facebook @wbmtech, on Twitter @wbmtech, and on LinkedIn @wbmtech.

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Requisition #1223

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