Team Lead, Service Desk

About Quad Real Property Group
Quad Real Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion. From its foundation in Canada as a full-service real estate operating company, Quad Real has expanded its capabilities globally for investments in equity and debt in both the public and private markets. Quad Real invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships.
Quad Real seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.
Quad Real:
Excellence lives here.

Role Description
We are looking for a service-oriented Team Lead, Service Desk to provide technical support to our user community, provide mentoring / coaching to service desk team members, and supporting Service Delivery excellence initiatives.
The successful candidate, and member of our exceptional service delivery team, is an experienced technical problem solver, a great communicator, and self-motivated individual.
Responsibilities

• Provide leadership support to the Service Delivery team and ensure all service requests and incidents are handled properly & efficiently and in a timely manner.
• Monitor and track Service Desk performance metrics to ensure compliance with Service Level Agreements (SLAs)/ Service level objective (SLOs) targets.
• Identify and implement process improvements with support from Manager.
• Planned, distribute and maintain the Stand-By/ On-Call schedule for the Service Delivery team to ensure 24x7x365 IT coverage for all Quad Real employees.
• Provide coaching and mentoring to service desk team members, including onboarding, and training new team members.
• Function as the point of contact of first level escalation for critical issues and high-priority incidents and participate in major incident management as assigned.
• Provide the Service Delivery team with performance feedback and work with Management to promote a culture of continuous improvement, operational efficiency and overall, an exceptional employee experience.
• Create and foster a “customer centric” culture within the Service Delivery team. Prioritizing & resolving incoming IT issues/requests to achieve a high level of user satisfaction with every interaction.
• Respond to and resolve technical issues/requests with various software and hardware systems, including but not limited to Windows 10/11 OS, Office 365, and mobile devices (Apple & Samsung), and printers.
• Collaborate and communicate with users, peers, and other IT team members to resolve service and support related issues.
• Ensure user queries and/or issues are documented, validated, triaged, and updated for further action in Service Now to meet established SLO/SLA targets.
• Ensure asset and inventory management records are maintained and up to date as defined by Quad Real asset management standards.
• Proactively escalate issues to appropriate support group or management as applicable.
• Develop, maintain, and contribute to Quad Real’s knowledge repository including but not limited to the publication of knowledge articles / knowledge sharing / Standard of Procedure / User guide / training materials etc.
• Participate in the development of continuous service improvements (CSI).
• Function as subject matter expert for assigned support and technical domains to provide outstanding user experience.
• Ensure compliance with Quad Real’s IT, Cyber Security Policy as well as all other policies, procedures and standards.
• Stay up to date on the latest technology trends and advancements and proactively make recommendations for technology updates and maintain technical knowledge for current support responsibilities.
• All other duties as assigned.

Experience And Qualifications

• 10+ years of proven enterprise experience in technical support or service desk role.
• College diploma in Computer Science, Information Technology, or related field is required.
• 5+ years of proven experience in team leadership or similar role.
• Proven record in driving continuous service…