Global Service Desk Team Lead

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, 90% 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 GlobalService Desk Team Lead for our Integrated Global Services team located in Calgary, Edmonton, or Toronto! You will lead an amazing team of individuals while supporting a number of clients across our organization in this fast paced, challenging and rewarding role.

• 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 supported 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

• 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

• Experience leading a service desk
• ITIL Certification
• Entrepreneurial mindset
• Passion to learn and grow

• Great people and culture
• Career growth– Permanent staff positions, paid training, career life planning, and relocation and travel opportunities
• Interesting work– Be part of exciting projects while accessing all the latest technologies
• Flexible environment– A workplace that values the importance of flexibility for personal/professional growth, happiness and wellness

Want to learn more about our culture and life at Long View? Check us out on LinkedIn, Twitter and Instagram!

Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.

Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.