Job Description

The Dufresne Group is currently seeking a Technical Lead, Service Delivery for our IOS Team within our Home Office located at 147 Commerce Drive in Winnipeg, MB.

As a Team Lead, Service Delivery you will be responsible for providing hands-on leadership and support in planning, scheduling, coordinating, and managing people, processes, and technology assets, focusing on providing exceptional support to our business to achieve Excellence Everywhere, Every Day. You will act as a Senior Technical Advisor to the Manager, Service Delivery as an ITIL Subject Matter Expert (SME), guiding and supporting the coordination and facilitation of day-to-day operations of the Service Delivery division. You will coordinate and facilitates critical incidents, problem cases, and reviews. As a key contributor, you will guide and mentor our Shared Services team and organization in all ITIL processes.

The Dufresne Group is committed to investing in our team members; we offer:

• Market competitive wages;
• Comprehensive benefits plan and excellent employee discounts;
• Employer Sponsored Retirement Savings Plan;
• Career growth and continuous development;
• Respectful and family-oriented working environment with strong company values.

As the Technical Lead, Service Delivery you will:

• Act as technical lead for the Service Desk team during business hours and after hours for security incidents.
• Design and develop ITIL processes with the Manager, Service Delivery, and act as service steward to communicate, train and enforce to all Service Delivery teams.
• Mentor team and serve as manager\'s adviser on ITIL trends and best practices.
• Collaborate with business and technology partners to inform of trends, remove roadblocks, and contribute to prioritizing, planning for, and implementing improvements that optimize our customer\'s experience.
• Coordinate with the IOS team during incidents to ensure the organization gets business back up and running quickly while ensuring the safeguarding of organizational assets.
• Develop and work to continuously improve SLA and KPI metrics to measure and report performance goals.
• Create staff performance plans with the Manager Service Delivery to equip the team with the technical, operational, and customer service skills required to drive outcomes.
• Participates with the Manager of Service Delivery in the performance review process for the Service Delivery team.
• Work closely with Manager, Service Delivery to develop incident and problem management processes and procedures to ensure gaps are identified and mitigated based on the company-provided tools and reports.
• Recommend decision requests for POC of all Service Delivery technologies as ITIL subject matter expert.

As a successful candidate you will have the following:

• Degree in Computer Science and/or applied experience with certifications. Certification includes ITIL or other industry-recognized certificates that are considered an asset. A combination of education and experience will be considered.
• Proven technical leadership experience of 2-4 years with a continuous educational commitment to the development of leadership practices. Experience leading geographically dispersed virtual support teams would be an asset.
• 3-5 years of knowledge and experience in the field of service management.
• Information Technology experience with desktop and network technologies, with in-depth knowledge and understanding of the ITIL framework.
• Experience using alerting and monitoring and/or other similar tools.
• Demonstrated ability to foster relationships and build trust and proven record to work independently and deliver on commitments.
• Excellent communication, presentation, and coaching skills.
• Ability to break down complex concepts to technical and non-technical audiences.
• Ability to assess and prioritize work, identify key issues, and manage multiple projects at any given time through efficiency and attention to detail.
• Ability to translate complex technical details into valuable business information.
• Exceptional technical problem-solving, analytical, and decision-making skills.
• Proficient in using Microsoft Office (Word, Excel, and PowerPoint).
• Ability to be on-call 24/7 and provide evening and weekend coverage, as required.
• Willing and able to work a flexible schedule, which may include irregular hours (typical schedule will be Tuesday to Saturday).
• Passport and ability to travel in North America.
• A satisfactory Criminal Record Check may be required.

About us:

The Dufresne Group welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Dufresne Furniture and Appliances