Helpdesk Supervisor

Location

Toronto, ON | Canada

Job description

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

*On-Site Opportunity - Toronto, CA

GENERAL FUNCTION

The Helpdesk Supervisor reports to the Director of Service Delivery and oversees the day-to-day operations of the helpdesk. The Helpdesk Supervisor mentors a diverse team of helpdesk agents and ensures that all customer requests and issues are handled in a timely and professional manner within the guidelines of the company’s established policies and procedures. The Role requires constant attention to detail and includes managing and training helpdesk agents, monitoring performance metrics against established SLA’s, and resolving customer issues. Responsibilities also include evaluating the performance of helpdesk agents, training, building knowledge-based solutions, and working with internal & external business partners on IT system issues.

DUTIES/RESPONSIBILITIES

• Providing high levels of support for customers.
• Establishing procedures to ensure that all customer issues are addressed accurately and consistently.
• Taking ownership of high priority incidents and escalation.
• Answering questions and/or providing directions related to products and services.
• Leading and mentoring a diverse group of helpdesk agents.
• Planning and scheduling time with all areas of IT support to meet service level agreements.
• Managing call and chat queues to prioritize incoming issues based on business priorities.
• Monitor team performance and provide feedback.
• Coordinating with other departments within the organization to resolve customer issues.
• Escalation of critical issues to Application Support teams & Development teams when needed.
• Evaluation of all problems and performing impact analysis.
• Training of new agents on policies and procedures for handling customer requests.
• Documentation of all reported issues and activities in the provided ITSM system.
• Maintaining record of all customer chats, calls, complaints, and resolutions for future reference in knowledge-based articles.
• Develop and implement strategies to improve helpdesk efficiency.
• Provide regular updates to the Application Support Manager and/or Director of IT Service Delivery.
• Work collaboratively with IT teams and cross functional business partners, to take advantage of best practice frameworks, methodologies, and service delivery collateral across the organization.
• Serve as a point of contact for escalated tickets.
• Establish trustful relationships with internal and external stakeholders by building collaborative two-way dialogue to ensure strategic alignment and execution against goals and targets.
• Identify opportunities to improve the effectiveness of the team through new working practices or through collaboration and preferred 3rd party vendor partnerships.

EDUCATION

• Associate degree or bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar education or work experience.
• ITIL certification or other relevant industry certifications.

EXPERIENCE

• Minimum of 4 years working experience within a helpdesk call center or IT Service Delivery arena.
• Experience with customer facing IT systems with complex back-office system integrations.
• Broad knowledge in all areas of IT Operations (Networking, telecom, infrastructure, security, desktop support)
• Building and managing key relationships with internal and external business partners.
• Ability to demonstrate resilience and pragmatism in the face of a challenging and continually changing environment.
• Functional knowledge of financial instruments and language such as Installment Loans, Payday Loans, Checks, and industry domains such as loans, underwriting, collections, call center, Fraud, etc

SKILLS

• Outstanding communication skills. (customer interaction, updates, analysis)
• The ability to articulate complex technical information into simple-to-understand terms.
• Experience leveraging geographically diverse and offshore IT support teams.
• Problem-Solving Skills.
• Leadership skills for training and mentoring new agents to develop their skills.
• Excellent Written communication (documentation of system issues, analysis, solutions in the ITSM system, and development & improvement of help desk procedures)
• Time management
• Working knowledge of help desk software, ticketing systems, and databases.
• French language skills are a plus.

About Us:

Momentum Financial Services Group, formerly Money Mart Financial Services is a leading provider of financial services in North America. For 40 years we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Backed by a retail network of over 700 locations and robust digital and mobile platforms, we provide access to cash and related products to help our customers achieve their goals. We operate retail locations in local communities and cities across Canada under the Money Mart brand and in Quebec as Insta Cheques and in United States as Money Mart and The Check Cashing Store.

Our highly skilled workforce puts customers first in everything we do.  We serve millions of people annually with diverse and innovative financial products and services.  Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions. 

We believe in giving back to the communities where we live and work. With the generous support of our customers and staff, we proudly contribute annually to charities and non-profit organizations, along with using our time and talent to serve in local communities throughout Canada and the United States. We are looking for aspiring, passionate people who are dedicated to understanding and providing our customers with the right financial solutions utilizing a growing menu of products and services.  We embrace diversity and offer a fast-paced work environment. 

All your information will be kept confidential according to EEO guidelines.

Job tags

Salary