Practice Lead, Service Desk

Who We Are:  

Headquartered in Canada with locations across the United States and around the globe with a footprint on six continents, Bulletproof, a GLI company has decades of technology, security, and compliance expertise. Bulletproof’s work in the security space has been recognized nationally and globally with Microsoft’s global Security Partner of the Year in 2021 and the Microsoft Security Trail-Blazer Award in 2024.

At Bulletproof, our vision is to serve, secure, and empower the world through people and technology; one customer at a time. We believe everyone has the right to feel safe and secure. Our mission is to serve and protect organizations to ensure their success. 

What we have to offer:

• Challenging Work - We love solving highly complex problems. Across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about. 
• Great People - We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success. 
• Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large. 
• Diversity, Equity and Inclusion - We celebrate each other’s differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen. 

Position Summary:
The Practice Lead, Service Desk is responsible for overseeing our Service Desk team in their day-to-day efforts as part of our Managed Services division. This includes linking company strategy with team efforts, ensuring team utilization, and ensuring that the members within their team are being adequately developed.

Responsibilities:

• Defining services offered by team in alignment with strategic objectives.

• Establishing the delivery of technical testing methodology with related processes and tools
• Work on recruiting as needed by providing updated position profiles, interviewing, and selecting candidates.
• Work closely with employees to perform goal setting and overall performance management tasks.
• Manage and oversee team utilization and capacity individually and collaboratively within the service desk. 
• Define training plans for resources in alignment with department service delivery.
• Align practice performance to the balanced scorecard for the Managed Services/Professional Services department – for shared success.
• In addition to the above, maintain an individual chargeability rate of at least 65%
  Responsible for all deliverables and quality produced by their practice.
• Provide mentoring and training for team members. 
• Lead the team to ensure their growth and success in their career.
• Maintaining a focus on employee retention. 
• Interface directly with managers, employees, clients, partners, and others to clearly define requirements and manage expectations.
• Liaise with clients, taking time to understand clients’ evolving needs, developing the client relationship through effective communication and personal skills.
• Assist the team with completing tasks as necessary to complete the projects successfully.
• Perform account planning activities for larger clients/accounts, including attending re-occurring meetings to resource upcoming engagements based on client roadmaps proactively.
• Communicate effectively with the global team in a fast-paced work environment.
  Promote and practice company values while leading staff and nurturing a creative, innovative, and enjoyable work environment.
• Ensure all documentation is created and updated as required.
• All other duties as assigned.

Required Education/Credentials/Qualifications:

•  Bachelor’s degree in Computer Science, or equivalent College Diploma or with equivalent experience.

• Certifications on Microsoft Fundamentals for 365 or Azure, Networking (CISCO and Fortinet) or CompTIA+ will be a great asset. 
• Robust understanding of Bulletproof products, solutions, and services.
• Working experience with ticketing systems such as Zen Desk, Service Now, or BNJ, as well as with Remote Management and monitoring systems.
• Good understanding of the operation of infrastructure assets in CISCO, Fortinet, Sophos Bomgar, Barracuda, O365/Azure, VMware, and SolarWinds environments is required.
• Capacity to monitor and review IT system logs, server security, and special services on servers.
• Proven ability to lead complex troubleshooting and how and to whom to escalate the situation.
• Managing the use of the support personnel to ensure customer programs are running efficiently.
• Deep understanding to the point of being a subject matter expert of technical matters related to Managed Services/Professional Services.
• Identify and resolve problems timely and efficiently.
• Ensure timely action is taken to meet the needs of others.
• Communicate clearly and persuasively both in writing and verbally.
• Be a key player and operate well within the organization; consistently provide positive feedback to team members.

Benefits: 

• Comprehensive Health, Dental, and Vision Insurance

• Optional Health 
• 100% Employer Paid Health and Dental Plan
• Vacation Time 
• RRSP Savings Plan with 100% match up to 3% of your salary
• Annual Discretionary Bonus
• Anniversary Reward Bonus
• Educational Assistance Program
• Additional Mental Health Benefits through our Employee Assistance Program

Equal Opportunity Statement:  
Bulletproof is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof is also committed to compliance with all fair employment practices regarding citizenship and immigration status.