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Job Description

Your Team
Service Desk provides remote technology-related support and 24/7 service across all offices worldwide. This involves addressing key issues as they arise and proactively identifying areas of improvement and performance gaps that cause internal customer friction. This includes assisting employees in using technology products and services, testing and piloting new technology. Service Desk receives incoming work via Phone calls, chat support, email and ServiceNow tickets. Service Desk works closely with our colleagues under the Stability umbrella & other support teams to inform on real time trends, and to keep current on changes as well as problems in our environment. Beyond first level tech support, Service Desk includes a sub-function of Lan Administration, using elevated privileges to manage access in our environment. As well as being internal support for the organization, the service desk is also a contact for external clients 24/7 in the event they need to notify Invesco about files they haven’t received or received with errors, this will extend to include State Street once our operational areas have been outsourced

Your Role
Global Service Desk Manager is responsible for the Service Desk roadmap as it pertains to self-service, intelligent routing, automation, trend identification & volume reduction. You would partner with several teams, especially within Infrastructure, to achieve these goals via strategic partnerships. This role is also responsible for maintaining a high level of service, identified via industry standard metrics, for example - speed to answer, response times and first call resolution. Additionally, this role is an escalation point and part of the CX Leadership team, playing a key role in the strategic vision. The Global Service Desk Manager must keep up to date on the support world to remain modern in our support model.

You Will Be Responsible For:

The Experience You Bring:

Full Time / Part Time

Worker Type

Job Exempt (Yes / No)

Workplace Model

At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an Invesco office.

What’s in it for you?

Our people are at the very core of our success and we strive to provide employees with a competitive total rewards package which includes:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.

Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at accessibility@invesco.ca or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.