Manager

Description:

Service Desk staff, tracking compliance with service level agreements (SLAs), and handling

escalations. The Manager will also lead the Device Management team that is accountable for
procurement, asset life cycle management, including replacement and disposal of end-user devices
and commercial-off-the-shelf software (ex. PCs, Macs, laptops, tablets, printers, mobile phones,
Adobe). Finally, the Manager will lead the Customer Service Strategy for the Information &
Technology Services portfolio to enable consistency in service delivery and a high customer

satisfaction rate for TPL staff.

DUTIES:
Service Desk

Oversees the day-to-day organization and operation of the Service Desk environment to

support staff IT incident and request management processes with high first call resolution

rate.
Acts as the escalation point for staff/end-user issues, specifically related to reactive technical

support and escalates appropriate issues to the Manager, Enterprise Technology and the CIO.
Sets communication standards and ensures clear and timely notifications (including major

incidents, maintenance & downtimes) to the user community.
Works cross-departmentally with other ITS managers and takes a lead in major incidents to

ensure a coordinated response.
Oversees incident and request management processes to ensure the correct escalation

processes are followed, SLAs are met, and end-users/staff are kept updated throughout the

process.

Provides input into information technology strategies, policies, and procedures.
Facilitates incident/problem analysis and works with other ITS teams to implement

permanent fixes to eliminate repeat incidents/problems, based on root-cause analysis.
Works with other ITS managers and project teams to ensure Service Desk staff are provided

with training, documentation, and transition to operation support procedures for launch of

new applications and services.
Defines and manages service desk key performance metrics, including first call resolution,

aged ticket analysis, and prepares periodic reports for management with recommendations
and trends.

Develops, implements and analyzes end-user/staff satisfaction surveys to contribute to on-
going Service Desk staff development and operational improvements.

Ensures all measurable Key Performance Indicators (KPI) are met and/or exceeded and leads
service desk initiatives relating to customer service excellence, continuous process and
operational improvements for service level management to meet business needs.

Manages Service Desk operational projects such as but not limited to, creation and
maintenance of the knowledge base, selection and maintenance of incident management
and other service desk tools.

Ensures knowledgebase repository, technical documentation, support procedures and user
manuals for service desk support functions for on-going operational accountabilities are
created and maintained.

Manages vendor relationships related to daily operational needs while ensuring vendor
SLAs are met.

Develops and champions the Customer Service Strategy for Information & Technology
Services portfolio.

Device Management
Provides leadership in TPL’s IT asset life cycle, asset management and compliance practices.
Develops and maintains related strategies, roadmaps, policies, processes & standards (ex.

Print, Computing Environment and Commercial Off-the-Shelf Software (COTS)).
Reviews and approves IT procurement (hardware, COTs, services, licenses, maintenance,

etc.) in accordance with established contracts, hardware and software standards.
Provides leadership in the planning and execution of device replacement projects
Develops, maintains, and enforces proper hardware disposal process to ensure TPL assets

are properly disposed of, including proper data disruption.
Collaborates closely with other teams as required in planning initiatives related to testing,

piloting, and roll-out of hardware and software devices.
Enables asset management practices to ensure accurate account of technology and COTS,

lifecycle costs, and risks in order to optimize spending and support lifecycle management
and strategic planning and decision-making.
Preforms on-going asset monitoring and performs periodic reviews and reconciliations of
data captured within the asset management system to ensure the system is accurate and
complete;