Description:
This role reports to the Director of Technology Services. Reporting directly to this position are Systems Support Technologists covering the IT service desk.
The Manager, Service Desk is responsible for managing the delivery of best-in-class customer service, as well as managing the daily operations of the service desk, managing the service desk team, representing the team to other business partners, and helping to ensure that the service desk is constantly developing and improving. Responsibilities of this position also include the provision of tier one technology support to students and employees; development and implementation of IT service management process roadmaps which focus on value stream practices and the IT service catalogue. The role requires a strong focus on building and maintaining relationships across the university and externally with vendors and sector colleagues.
EDUCATION AND EXPERIENCE
- A bachelor’s degree in computer science, information systems, or business administration;3+ years of demonstrated professional experience in a management, supervisory or senior technical lead role;
- Experience managing IT client service delivery using a service management tool, in a unionized environment is preferred;
- Or an equivalent combination of education, training and experience.
QUALIFICATIONS
- Experience with the ITIL framework and best practices; ITIL certification is an asset.
- Experience contributing to the design of a service management tool is preferred.
- Experience with managing or leading projects is preferred.
- Excellent written, oral communication skill and presentation skills, including experience in creating high quality management reports.
- Demonstrated experience implementing and improving IT service management processes.
- Job knowledge: knowledge and experience with IT service management best practices, including ITIL methodologies; demonstrates proven leadership experience in developing strategies, plans and policies related to the delivery of Service Desk processes and functions.
- Customer Service focus: ensure the delivery of high-quality customer service, understand the role of technology and how changes affect the University, including its learning and research environments, within the context of IT client services; delivers services that align with the University’s key priorities of exceptional student and employee experience.
- Result oriented: feels personally committed and accountable to deliver results quickly, accurately and effectively; uses thoughtful judgement when responding to situations that are not going well and uses foresight to overcome obstacles.
- Initiating action / taking initiative: embraces a continuous improvement mindset in an ongoing effort to improve services and processes; readily takes action consistent within departmental or University objectives; volunteers readily and takes independent actions when appropriate.
- Leadership and supervisory abilities: encourage and supports cross-functional, high-performing teams; attracts and selects the best talent; coaches and inspires people; sets expectations, recognizes achievement and proactively manages conflict.
- Problem solving and decision-making: ability to understand complex systems and processes and finds diverse solutions to stubborn problems; makes clear, consistent and transparent decisions; acts with integrity in all decision making.
- Strategic planning and organizing: Demonstrated capacity to develop and implement practical strategies, plans, policies and procedures.
- Employee recruitment and development: demonstrated capacity to perform recruitment, training and retention processes, achieve desired organizational results by encouraging and supporting the contribution of others; modeling positive leadership behaviours, including integrity, honesty, a sense of urgency and leading by example.
- Ability to travel between campuses is required.