IT Service Desk Manager

Plan Group

Vaughan, ON

Vaughan, ON, CA
Vaughan, ON
30+ days ago

Are you looking for a position to lead a collaborative, fast-paced, and fun team? Do you believe customer service is an essential part of IT? If you answered yes, our IT Service Desk Manager position could be the perfect role for you. Apply now!

As IT Service Desk Manager you: 

  • Lead the day-to-day operations of the IT Service Desk for the organization with a strong emphasis that all processes used by the service desk are thoroughly documented, audited, maintained, and followed.
  • Coordinate the support activities, including incident response, service request fulfillment, problem management, escalation, and major incident coordination.
  • Responsible for management, prioritization, and triage of incoming tickets and ensuring compliance with Service Level Agreements (SLAs).
  • Create dashboards regarding ticket trends, service level agreements, average ticket resolution time, and develop metrics to evaluate technical issue response times and resolutions.
  • Motivate support team through performance coaching and training objectives to assist staff in keeping updated on new industry practices.
  • Provide strong leadership and support to the Service Desk team members to enable them to exceed customer satisfaction.
  • Provides input to IT strategy and direction to team members to ensure alignment with corporate goals, values, and objectives.
  • Responsible for managing communication with end-users and stakeholders   
  • Interact with IT vendors, external suppliers, and other partners to ensure procurement on a timely basis.
  • Manage the ITSM framework and ecosystem to ensure cohesive, clear, and effective execution of all ITSM functions.
  • Own problem management to control all effects that may arise from customer problems and update the Problem Management process aligned with any contractual obligations.

Our ideal candidate has:

  • University degree in a computer-related field of study   
  • Two years or more of IT Service Desk Manager Experience
  • 3 – 5 years of experience within IT Service Desk
  • ITIL certification mandatory
  • Excellent written and verbal communication skills.
  • Practical experience with IT service management principles and practices aligned with the ITIL framework.
  • Exceptional customer service skills.
  • Familiarity with IT controls frameworks such a COBIT and NIST.
  • Strong experience with implementing ITSM Processes, including Incident, Problem and Change Management, Service Catalogue, and CMDB.
  • Ability to pay attention to time management, as well as possessing analytical skills
  • Ability to showcase good leadership skills to carry team members along.

About the Company

Plan Group