Lead, ServiceDesk

Established in 2004, we are a tech pioneer offering world-class adult entertainment and games on some of the internet’s safest and most popular platforms. With the support of an international team of dynamic and collaborative innovators, we are on a mission to enable safe user experiences and empower our communities by celebrating diversity, inclusion, and expression — all while maintaining robust trust-and-safety protocols. 

We embrace the best of both worlds! Local talent can thrive in our collaborative office space with the flexibility of a hybrid work environment, while remote team members play an integral role in shaping our dynamic culture from afar. We have offices in Montreal (Quebec), Austin (Texas) and Nicosia (Cyprus). 

*A select number of positions require full-time in office attendance*

We are seeking a skilled and dynamic Lead ServiceDesk Technician to oversee a high-performing team and ensure the delivery of exceptional IT support services across the organization. This role requires a hands-on leader who is passionate about improving service delivery, coaching team members, and ensuring the efficient resolution of IT issues.

What You'll Be Doing:

• Lead, mentor, and manage a team of ServiceDesk technicians, fostering a culture of continuous improvement and high performance.
• Train and provide ongoing coaching to team members to enhance their technical skills and customer service capabilities.
• Prioritize and assign ServiceDesk tickets to ensure effective and timely resolution of IT issues.
• Provide hands-on assistance to technicians with complex or escalated tickets, guiding them toward solutions.
• Analyze and enhance IT ServiceDesk processes in collaboration with your manager to optimize efficiency and effectiveness.
• Maintain thorough documentation of ServiceDesk processes and ensure regular audits to improve service quality and compliance.
• Report significant issues or concerns to management that could potentially affect business operations.
• Ensure that all interactions, incidents, and service requests are logged accurately in the ServiceDesk ticketing system.

What You'll Need to Be Successful:

Must Haves:

• At least 5 years of experience in a hands-on ServiceDesk role, with a minimum of 2 years in leadership or supervisory capacity.
• Strong knowledge of both Mac and Windows environments, including Mac workstations, Windows 11 desktops, networking, Active Directory, and Azure.
• Proficiency in networking technologies (LAN/WAN, DNS, DHCP, IP, NetBios) and wireless technologies.
• Excellent troubleshooting and problem-solving skills, with the ability to guide others in resolving complex issues.
• A proactive, self-motivated attitude with the ability to work independently and take ownership of tasks.

Nice to Haves:

• Experience with ServiceNow or other IT service management platforms is highly preferred.

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees

In this role you may be exposed to adult content