Calgary, AB, CA, T2B 3R1
Client Services Team Lead
Summary
The Client Services Team Lead is responsible for leading the front-line support team that delivers timely and high-quality technical assistance to internal users. This role oversees daily service desk operations and drives continuous improvement in user experience, service delivery, and team effectiveness.
Principal Responsibilities and Duties
- Lead, mentor, and support a team of Client Services Analysts, fostering a culture of accountability, collaboration, and customer service excellence.
- Monitor daily operations of the Client Services, ensuring SLAs and KPIs are met or exceeded.
- Act as an escalation point for complex or high-impact incidents and service requests.
- Collaborate with IT leadership to develop and implement Client Services strategies, processes, and best practices.
- Analyze Client Services performance metrics and trends to identify areas for improvement and training.
- Coordinate onboarding and training for new team members.
- Maintain up-to-date documentation, knowledge base articles, and standard operating procedures.
- Participate in IT projects and initiatives, representing client services as well as the end user.
Qualifications
- Post-secondary education in Information Technology or a related field.
- 3+ years of experience in IT Client Service support, with at least 1 year in a leadership or supervisory role.
- Strong knowledge of ITIL practices and service management tools.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proven ability to manage multiple priorities and lead a team in a dynamic environment.
- Certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications are considered assets.
About Us:
Transforming Energy for a Sustainable Future. Enerflex is a premier integrated global provider of energy infrastructure solutions, covering gas processing, compression, power generation, refrigeration, cryogenic, energy transition, and water solutions. We proudly employ more than 5,000 highly skilled employees across over 25 countries worldwide.
Enerflex places its core Values of Integrity, Commitment, Creativity, and Success into action across all aspects of the business. Our innovation, strong commitment to safety, and superior service to our customers positions us as the optimal partner to meet the needs of the dynamic energy industry.
We foster a culture of ensuring our employees have the tools to do their jobs right, but to also thrive in their roles. We pride ourselves in our competitive wages, extensive rewards programs, celebration of successes of individuals and teams, and are committed to ensuring Enerflex remains a safe and inclusive space for all.
What Enerflex Offers You:
- Values Based Organization
- Competitive Compensation
- Safety Focused Culture
- Incentive Programs
- Professional Development Opportunities
- Collaborative in office work environment, supportive team members
Enerflex is an Equal Opportunity Employer
Enerflex grants equal employment opportunity to all qualified persons without regard to race, color, sex, age, national origin, religion, genetic information, mental or physical disability, or any other characteristic protected by applicable federal, state, or local law. Equal employment opportunities are provided in recruitment, hiring, promotions, wages, benefits, and other terms, conditions, and privileges of employment.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, tasks, duties, knowledge, skills, and abilities required.
Please visit our website at www.enerflex.com for more information.