Service Desk Lead

This is a Full Time Job

Sony Pictures Imageworks is located on the unceded traditional territory of the Musqueam, Squamish, and Tsleil-Waututh First Nations. We are committed to respecting traditional lands, and working with communities towards reconciliation

Benefits per company policy: include healthcare, tuition reimbursement, RRSPs, Sick and Vacation leave, standard increases as applicable

Sony Pictures Imageworks is seeking a Service Desk Lead!

The Service Desk Lead will be responsible for managing and coordinating the daily operations of the service desk team. This team is responsible for first-level support of 1,000 users in a dynamic, high-performance production environment. They will ensure that all service requests and incidents are handled efficiently and in a timely manner. Additionally, they will work closely with the management team to identify and implement process improvements to improve the overall customer experience.

Responsibilities:

Primary areas of responsibility will include:
• Supervise the service desk team and ensure that all service requests and incidents are handled efficiently and in a timely manner
• Creating repeatable process and finding efficiencies in day to day workflows
• Maintain ''follow the sun'' coverage schedules across multiple sites
• Monitor and track service desk performance metrics, such as ticket resolution times, customer satisfaction, and team efficiency
• Identify and implement process improvements to improve the overall customer experience
• Ensure compliance with service level agreements (SLAs)
• Provide coaching and mentoring to service desk team members
• Act as the main point of contact for critical issues and high-priority incidents
• Collaborate with other departments and teams to resolve complex service requests and incidents
• Participate in incident management and problem management activities
• Onboarding & Training plans for new members of the support team

Preferred Skills:

• 3 years of demonstrated ability in a service desk lead or supervisory role
• 3 years of knowledge and experience with any ITSM based solution similar to ServiceNow, Ivanti, FreshService or Jira Service Manager.
• Strong customer service and interpersonal skills
• Experience with incident management and problem management processes
• Strong leadership skills and ability to lead and mentor a team
• Experience with ITIL or other IT service management frameworks is a plus

We value unique perspectives, and want diverse, unique talent to work with us. We encourage candidates from all identities to apply.