Proposal Specialist preparing proposals and pricing for CellCarta, a precision medicine laboratory services provider. Coordinating CRM tracking, stakeholders, RFIs, and clinical study documentation.
About the role
- Global Service Desk Team Lead managing a diverse service desk team for clients across Canada. Delivering exceptional customer service in a fast-paced IT environment.
Responsibilities
- 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
Requirements
- 3+ 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
Benefits
- 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
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