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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:

• Being an active and highly visible member of the CX Leadership team, using best in industry tools to assess trends, forecast volume and monitor quality.
• Collaborating with Technology product owners, and across the wider Tech teams, as well as Senior Leadership to ensure key technology initiatives and operations are worked through with diligence.
• Work with your directs to maintain the high level of service the team currently provides with team development/ training
• Drive roadmaps as it pertains to automation, self-service and operating effectiveness
• Create and Implement strategic plans for the contact center solution and virtual agent.
• Working closely with your colleagues under the Stability umbrella, staying up to date on major incidents, change management as well as problem management.
• Ensuring a culture of compliance to operational standards, processes, and procedures; all whilst actively looking to continuously improve our operational practices.
• Building and sustaining phenomenal working relationships with all partners to inspire confidence in the CX function.
  
  

The Experience You Bring:

• Proven success in the past for managing a global support team, including leaders, in a 24/7 environment
• 5+ years of experience in a dynamic and fast-paced Tech environment, including a proven record of your ability to utilize and get the most out of contact centre tools.
• Possess a natural curiosity and intellectual agility, acting on new information quickly and efficiently, and understanding how that information may have a broader impact on the organization.
• Proven success in proactive, independent roles and have an ability to reach out across the organization in a OneTech fashion to establish and nurture relationships and use influence to drive the CX agenda.
• Familiarity with ITIL practices, ITIL v3 preferred or a willingness to get certified.
• Mastery of the MS Office suite, SharePoint, Service Now and SN reporting, Jira, and Confluence.
• Presentation skills to be able to tell a compelling story about complex topics to a non-technical audience.
• Customer/End-user empathy, and the ability to embody the end-user and consider the CX in all aspects of product development and implementation.
  
  

Full Time / Part Time

Full time

Worker Type

Employee

Job Exempt (Yes / No)

Yes

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:

• Hybrid working environment
• RRSP Contributions
• Health & Wellness Benefits
• Work flexibility Programs
• Parental Leave Benefits
• Study Support
  
  

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.