Team Leader - Facilities Helpdesk

• Manage the team to ensure that service delivery standards are maintained
• Be the single point of contact for team members on all operational issues
• Conduct regular feedback and coaching sessions with each of your team members as well as run regular team and client meetings
• Assist with new hire training and nesting, as well as the continued development and maintenance of policy and process documentation as necessary
• Assist and support other leaders and solicit a team culture between your peers
• Develop and maintain a collaborative relationship with all stakeholders
• Provide recommendations for continuous improvement and lead/assist with the implementation of operational excellence programs
• Manage retention of talent and keep attrition levels to acceptable standards
• Provide reporting and data insights on team performance

• Excellent verbal and written English communication skills
• Advanced proficiency in computer functions within MS Office Suite
• Strong administrative skills in organization and time management
• Good reporting, analytics, and presentation skills
• Willing to work on shifting/rotating schedules
• Experience in supporting Global Region services is an advantage
• Bachelor’s degree preferred
• Have completed Leadership Readiness Program (LRP) ** For internal applicant, except for lateral application with the same band level – P2
• Operations leadership or support experience is a must
• Should have at least 1-year tenure in current role/Service Line and must not have policy infraction on record for the last six months **For internal applicant

Experience in supporting Global Region services is an advantage