About the role

Lead the Service Desk team to ensure exceptional customer service delivery, manage escalations, oversee operations, and maintain regulatory compliance in a fast-paced environment.

Responsibilities

Lead, coach, and supervise Service Desk staff by setting clear goals, conducting performance reviews, and providing ongoing feedback. Determine work procedures, schedules, and workflow. Develop and deliver operational training. Act as the final point of contact for complex customer escalations. Oversee coordination and approval processes for third-party permits. Monitor and manage the Service Desk operating budget. Monitor operational performance using metrics. Build and maintain strong operational relationships with internal groups. Stay informed of new programs and regulatory requirements. Maintain in-depth knowledge of policies and strategic directions. React quickly to crises as a member of the Crisis Communications Team.

Post-secondary education in a related field, such as Business Administration. Minimum 3 years’ supervisory experience in a fast-paced office environment, preferably in a customer service or contact center setting. Demonstrated people leader experience combined with the ability to manage performance may substitute for academic requirements. Experience managing operational crisis situations. Experience working with cross-functional groups. Strong computer skills; proficient in Google Workspace. Proven ability to function effectively under pressure, with experience or training in crisis management. English essential, both oral and written. Bilingual (English/French) considered an asset.