Take charge as the Service Desk Manager at Thales, located in Ottawa or Montréal. This role emphasizes operational excellence and team leadership in IT support services.
As the Service Desk Manager, you will guide a team dedicated to resolving IT incidents and enhancing user satisfaction. This role promotes a culture of continuous improvement through Lean methodologies while ensuring compliance with service level agreements. You will collaborate closely with various business units to align IT support with organizational needs.
Key Responsibilities:
• Oversee resolution of IT incidents and service requests
• Foster a respectful and high-performing team culture
• Manage escalations and service delivery improvements
• Ensure consistent adoption of ITIL processes
• Support major incidents and compliance activities
Requirements:
• Bachelor's degree in a related discipline
• Minimum 5 years in IT support and 2 years in leadership
• ITIL certification and Serv...