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Team Lead, End User Services

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Date: Mar 29, 2021

Location: Toronto, ON, CA

Company: LifeLabs

About Us

At LifeLabs, we are focused on our vision of building a healthier Canada!  We are the largest community diagnostics laboratory in Canada with over 350 collection centres, 16 laboratories and service over 20 million patients each year.  

Caring, Agile, Customer Driven, One Team - We live our values every day in what we do to help our patients and healthcare providers.  With over 6,000 employees, we all make a difference and that’s why our people are so important to us.  

This is an exciting time to join our LifeLabs team, grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities.


Reports to: Manager, End-User Services


Purpose of the Role: Lead the recommendation, development, and implementation of company-wide end user experience programs aimed at improving LifeLabs’ service desk, deskside services, and unified communications. Oversee the continuous improvement of the end-user experience and building a roadmap for the future state of the end-user experience. Work closely with the Manager, End-User Services and Manager, IT Service Desk in the delivery of IT services to the business and end-users in addition to working with Project Managers in shaping delivery of new products and services. Lead the Deskside Services and Unified Communications teams, representing the teams to other stakeholders, helping to ensure operational efficiency, and contributing toward continuous improvements of the operations.


Core Accountabilities:

• Responsible for delivering high-quality end-user services and leading daily operations of the Deskside and Unified Communications;

• Work with team members to design and implement new operation-level solutions, as well as maintain existing solutions, critical to LifeLabs' operations.

• Lead the Deskside and Unified Communications teams that provide support for a range of end-user devices, end-user software and other end-user computing and telephony related technologies;

• Develop, implement, and analyze end-user/staff satisfaction surveys to contribute to ongoing Deskside staff development and operational improvements;

• Promote a culture of continual evaluation and improvement of the deskside processes and activities using best practices and ticketing systems.

• Provide leadership in IT asset life cycle, asset management and compliance practices; • Provide leadership in the planning and execution of device procurement and replacement projects;

• Enable asset management practices to ensure accurate account of technology and software, lifecycle costs, and risks to optimize spending and support lifecycle management and strategic planning and decision-making.

• Perform on-going asset monitoring and perform periodic reviews and reconciliations of data captured within the asset management system to ensure the system is accurate and complete.

• Ensure training and development of deskside and unified communications staff to optimize the quality of work and delivery.


Minimum Hiring Requirements:

• 5+ years’ experience in a dynamic technology environment

• 2+ years’ experience as a Lead of virtual teams

• High degree of independent leadership, critical thinking, communication, accountability, analytical, and teamwork skills

• Significant business partnering experience guiding business areas in the identification and development of service needs and operating standards with external providers.

• Ability to deliver and balance complex deliverables, priorities and demands within tight timeframes while managing competing priorities and expectations.

• Strong written, oral communication and conflict resolution skills, negotiation, and interpersonal skills with the ability to be persuasive, encouraging, and motivating.

• Performance & Workload Management experience - capacity planning, senior analysis skills, process design

• Business Relationship Management experience - experience managing 3rd party vendors and 3rd party delivered services.

• Driven to provide customer-centric service and solutions.

• Demonstrated ability to develop alternative solutions to problems and recommend the best solution for the business.



LifeLabs is committed to building an inclusive environment and will provide accommodations in accordance with the AODA – Accessibility for Ontarians with Disabilities Act. Please indicate in your application any accommodations you will require throughout the recruitment process.  Alternatively please contact our corporate offices main line to be directed to a member of the Talent Acquisition team at  (416) 675-4530. 


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