Team Leader, Service Desk (Charlottetown)

Charlottetown, PE
Invesco is one of the world’s leading global investment managers, entrusted with managing $1.2 trillion* in assets on behalf of clients worldwide. We are the 6th largest US retail asset manager and the 13th largest investment manager globally, and our more than 8,000 employees worldwide are dedicated to delivering an investment experience that helps people get more out of life. We are purely focused on managing a comprehensive range of active, passive and alternative investment capabilities, which we draw on to provide customized solutions aligned to client needs, our most important benchmark. (*As of May 31,2019)

Job Purpose (Job Summary):
Lead members of the Service Desk to provide consistent, quality support to our clients. Identify opportunities for improvement; make recommendations and assist in implementing suggested resolution. Assist in setting goals and participate in the continual process improvement and training of Service Desk staff. Act in a supervisory role to provide leadership and direction to members of the IT Service Desk. Master all shifts roles and responsibilities, business applications and industry standards.

Key Responsibilities / Duties:
  • Responsible for providing employee evaluations and performing employee 1-1 meetings to insure employee success
  • Provide backup support for the Service Desk Manager when he/she is unavailable. (Attend meetings, take lead on paging and communication efforts, coordinate staffs efforts and direct to phones if needed, etc.)
  • Provide scheduled updates to Service Desk Manager regarding team performance, project work, process modifications, call trends, etc.
  • Act as liaison between Service Desk staff and Management.
  • Participate in projects and other undertakings requiring support from the Service Desk.
  • Assign tasks to appropriate team members and assists them as necessary with the execution of those tasks.
  • Act as a point of contact for clarification surrounding service desk process/procedures within the ITSM framework and assist in their continual review, where necessary make recommendations/amendments that further enhance and improve our service offering.
  • Ensure that all documentation and procedures attributed to the service desk are observed and up to date and relevant.
  • Ensure that all business critical/high profile client issues are escalated promptly to ensure that service level agreements and escalations procedures are met within agreed deadlines.
  • Continuously monitor all outstanding requests and action appropriately to ensure that agreed standards, as defined by the department, are consistently achieved.
  • Keep abreast of current developments and trends in information technology through networking, continuing education and industry/technology publications.
Work Experience / Knowledge:
  • We are seeking individuals with a minimum of 5 years experience supporting clients in a LAN/WAN environment.
  • Windows and Microsoft Office 2010 product support knowledge is required.
  • Customer support experience within a dedicated call center environment is required supporting IT.
  • Candidates must also demonstrate evidence of accomplishing high levels of customer service.
Skills / Other Personal Attributes Required:
  • Interpersonal skills necessary to effectively interact and communicate both verbally and written with a variety of individuals at all technical levels are required.
  • Must posses a solid understanding of systems operation and be able to use computer terminals and peripheral equipment.
  • Must have exceptional ability in diagnosing and solving systems problems while maintaining professionalism and courtesy.
  • Must have the ability to establish priorities, meet deadlines and concentrates on detailed information in a fast-paced, demanding work environment.
  • This person will interact with members of INVESCO at all levels from clerical to senior management and must be capable of conducting themselves professionally regardless of the situation.
Formal Education: (minimum requirement to perform job duties)
  • A degree from an accredited college or university in MIS or Business is preferred.
Working Conditions:
  • Normal work environment with little exposure to excessive noise, dust and temperature.
  • Intense visual concentration may be required along with the ability to lift and move objects weighing up to 50 pounds.
  • Frequent sitting and intermittent walking is also required.
  • Hours depend on the shift assigned: All shift schedules includes weekends/holidays and may include 24 hour a day on call support by pager and/or cell phone.

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 or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.
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