Manager of Service Desk and Desktop Support
Reporting to the Director of IT Operations, the Manager, IT Service Delivery will be an experienced individual with hands-on technical & process experience with leading and managing services provided by the Service Desk including service desk strategies, ITIL best practices, and quality initiatives.
The Service Delivery Manager will be a champion of End User Services leading practices across a dynamic enterprise and will contribute to the development and execution of enhanced service delivery.
The roles primary duty will be to lead the Service Desk & Desktop Support teams with focus on the development of continuous improvement plans, strategic and operational initiatives, and service desk technology solutions to improve overall customer experience.
This position requires deep experience in Service Desk best practices, including queue management, quality management, knowledge management and continual improvement.
This role requires strong problem-solving and analytical skills and must ensure both operational stability and End-User satisfaction.
Duties And Responsibilities
Leading all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs.
Identifying, and implementing opportunities to automate repeatable tasks to streamline Service Desk operations.
Monitor the daily volume of tickets generated and help prioritize the backlog to ensure it is kept at minimum, and all issues and requests are resolved in a timely manner with highest customer satisfaction.
Research, Identify, and develop key service level targets, metrics and reports that measure the quality and effectiveness of services.
Evaluate performance regularly to ensure a high level of client satisfaction, quality and ensuring majority of the tickets are resolved at first contact.
Review incident and request tickets for quality, content, proper work notes, routing, first-call resolution, and problem detection.
Ensure proper management, prioritization, and triage of incoming tickets.
Lead the day-to-day operations of the IT Service Desk with a strong emphasis that all processed used by the Service Desk are thoroughly documented, audited, maintained, and followed.
Create dashboards regarding ticket trends, service level agreements, average ticket resolution time, and develop metrics to evaluate technical issue response time and resolutions.
Responsible for the development, and maintenance of standardized work practices and processes that support IT Service Desk & End User Device Management activities including deployment and technical management of End User Device refresh strategies to maintain currency and reliability of desktop devices.
Must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. You must be available to work, as required, in the event a Major Incident is identified requiring resolution facilitation and / or communications.
Must strive to create a positive work environment, provide technical and professional mentorship to team members, and actively work to create strong business and employee relations.
Provide technical hands-on support of the user desktop environment including Windows 10, O365, Adobe Acrobat, Collaboration technologies such as Zoom, Teams, Jabber etc.
Work with AD or Windows Server 2016 and higher along with MS Exchange Management Console.
Create training plans / documentations and provide live training for IT Systems used by Company employees. Capture relevant documentation within the Knowledge Base in ServiceNow.
Provide in-depth technical expertise and support across the lifecycle management of all end points such as Desktops, Laptops, Micros, iPhones, Androids, Conference Room Equipment etc.
Provide inventory control and lifecycle asset management for end user computing devices. Participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and execute asset procurement activities.
Work with relevant IT and Business stakeholders as part of broader technology initiatives and implementations playing a service deployment role such as OS upgrades, security software upgrades, major app roll out and hardware upgrades.
Perform Diagnosis, repair and replace hardware such as motherboards, RAM, Laptop screens, keyboards, CPUs, USB ports etc.
Participate in ongoing internal and / or external continuing professional development activities
Adhere and enforce Company Policies and Procedures.
Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns.
Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
Maintains confidentiality of client and corporate information and discusses same only with appropriate Company personnel.
The IT Service Delivery Manager reports directly to the Director, IT Operations.
Reporting Into This Role
Service Desk Analysts Canada
Senior Technical Support Specialist
Offshore Service Desk Analysts
Education & Experience
Completion of a Bachelors degree in Management Information Systems, Computer Information Systems, Computer Science, or a related discipline or a combination of education, training and experience deemed equivalent.
Minimum 5+ years of Service Desk Management Experience.
ITIL v3 / v4 Foundation Certificate is a must. ITIL Intermediate certifications are an asset.
Solid understanding of network (WAN, LAN, VPN), telephony systems and print services. Demonstrated knowledge and skills with PC Operating Systems, computer hardware repair, and device connectivity (TCP / IP, network adapter configuration)
Strong domain knowledge of SCCM, AD, Exchange, ServiceNow, Windows 10, Intune, Asset Management and M365
Excellent understanding of the organizations goals and objectives.
In-depth knowledge of applicable data privacy practices and laws.
Strong understanding of human resource management principles, practices, and procedures.
Strong understanding of project management principles.
Experience in creating, implementing, and driving continual service improvement plans through workflow automation including Shift-Left strategy and frameworks.
A general understanding of a variety of best practices including project management, Agile, Lean, Six Sigma etc.
Other Skills And Abilities
Strong leadership skills. Excellent written and oral communication skills. Excellent interpersonal skills.
Ability to conduct and direct research into IT issues and products as required. Ability to present ideas in business-friendly and user-friendly language.
Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, etc.
Highly self-motivated and directed. Strong attention to detail.
Proven analytical, evaluative, and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation. Extensive experience working in a team-oriented, collaborative environment.
A preference to work in a fast-paced environment and be a member of a closely-knit, high performance team. Self-motivated with a strong tolerance to ambiguity and change.