Position Title:  Team Lead, Service Desk

Come Build Your Career at Aecon!

As a Canadian leader in infrastructure development, Aecon is safely and sustainably building what matters for future generations to thrive! We lead some of the most impactful infrastructure projects of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build, connect, power, and strengthen our communities.

At Aecon, you can count on:

• Safety Always. Our number one core value. If we can’t do it safely, we don’t do it at all.
• Integrity. We lead by example, with humility and courage.
• Accountability. We’re passionate about delivering on our commitments.
• Inclusion. We provide equitable opportunities for everyone.

We lead the infrastructure industry with purpose, and our people are at the heart of everything we do. So, we invest in our people, just like they invest in us! 

At Aecon we:

• Ensure you and your family receive the services needed to support your mental, emotional, and physical well-being.
• Believe in helping you build your career through our Aecon University and Leadership Programs.
• Are committed to supporting and investing in inclusive work environments, through initiatives like Equity, Diversity & Inclusion training, our Aecon Women in Trades and Aecon Diversity in Trades programs, and our Employee Resource Groups (ERGs) to ensure we are building inclusion into every aspect of our culture at Aecon.
• Are a leader in sustainable construction. With a strong commitment to operating responsibly by minimizing our impact on the environment and surrounding communities.

Our business success relies on strong execution and continuous improvement – driven by the diversity, expertise and teamwork of our people. We’re always searching the globe for innovative, collaborative minds to join our best-in-class Aecon community!

What is the Opportunity?

The Service Desk, Team Lead will lead, coach and train the Service Desk team and ensure that business end users receive the highest quality of technical support and customer service following our defined Service Level Agreements. This includes the responsibility of coordinating all processes related to identification, prioritization and resolution of incidents and completion of service requests. Inclusive to this role is the day-to-day monitoring, tracking and coordination of all Service Desk functions. 

What You'll Do Here:

• Track and ensure adherence to defined Service Level Agreements (SLAs) for all support and service requests
• Follow policies and procedures related to Incident Management, Service Request Management and Problem Management
• Contribute to resolution of concierge and escalated support issues and requests by providing hands on, white glove support as necessary
• Must be available to handle service escalations and major incidents that occur outside of standard business hours
• Monitor and administer the contact center to ensure coverage and timely support for inbound calls
• Coordinate business facing communications for approved changes, planned maintenance windows, and emergency outages
• Lead, coach, train and set expectations for all Service Desk team members on their day-to-day workload
• Track and analyze trends in requests and incidents, defined KPIs and generate and present reports
• Complete quality assurance reviews for calls and tickets logged and requests within the contact center and ITSM tools
• Liaise and communicate with business users, other staff within the IS department and key stakeholders regarding ongoing issues, escalated and critical issues and projects  
• Support all Service Desk team members with administration and support of user all accounts, user endpoints, mobile phones, printers, network, software and systems, access etc
• Continually improve Service Desk processes and meet specific targets/key performance indicators while maintaining a high level of customer service
• Review all on call timesheets for accuracy and send for processing

What You Bring to the Team:

• Post secondary education in Information Technology or related field
• Demonstrated experience managing service desk requests
• Experience with utilizing and reporting with contact center systems (ComputerTalk ICE)
• Experience with ITSM tools (BMC, FreshService)
• Strong ability to analyze and troubleshoot complex technical issues
• Excellent customer service and interpersonal skills to communicate effectively with users, stakeholders and team members
• Knowledge of Microsoft Operating Systems (Windows 11) and supporting virtualized app environments (Windows App) 
• Knowledge of SAP and Fiori platforms is an asset
• Experience supporting Microsoft Office and other Microsoft 365 applications
• Experience supporting enterprise ERP and collaboration applications such as SAP and SharePoint
• Broad technical knowledge and experience in supporting end user hardware endpoints and enterprise software
• Strong understanding of policies and procedures as it relates to Information Technology
• Ability to work well in a team environment and support colleagues 
• ITIL certification is an asset

Aecon fosters diversity, inclusion and belonging within and across our organization. We welcome all to apply including, women, visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.

We are committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA), and to meeting the accessibility needs of persons with disabilities in a timely manner. Through the implementation of the requirements of the ACA and its applicable regulations, appropriate accommodations will be provided upon request throughout the interview and hiring process.