Research Service Desk Lead

This position is to oversee Helpdesk and Service Agents performing services of the Helpdesk in accordance with corporate policies and best practice frameworks:
1. Oversee the operational effectiveness of Service Desk staff in relation to Service Desk call taking and request ticket handling.
2. Participate with hiring manager on performance appraisals of Service Desk staff and interviewing applicants for co-op, contract and full time positions
3. Act as the senior escalation point for any customer support concerns prior to going to manager
4. Provide leadership on continuous improvement opportunities within Service Desk processes
5. Communicate expectations and conduct meetings on a weekly basis to ensure team members are aware of ongoing work and coordination needs 
6. Track and analyze trends in Helpdesk requests, provide daily, weekly and monthly statistical and service reports for PHRI and address ad-hoc data requests. Participate in the development, management and reporting of SLA metrics. 
7. Manage the introduction of Research Helpdesk and Service Agent staff to the helpdesk in support of cross training to ensure knowledge transfer and different work experiences.
8. Identify and coordinate creation of training guides, FAQs and videos to best support training needs
9. Search for and identify learning opportunities related to Organization directions, strategies, targets and changes to PHRI with respect to new applications.
10. Other duties as assigned

1. College diploma or university degree and/or minimum 5 years experience of customer support and service equivalent work experience
2. Team consensus and collaboration skills related to a customer service environment
3. ITIL Foundations certification and preferably additional ITIL courses
4. IT technical support experience
5. Ability to juggle multiple priorities and be able to prioritize work and mediate conflicting approaches to issues