Manager, Service Desk

1 week ago

Ottawa, Ontario, Canada Alterna Full time

Scope of Position


Reporting to the VP of IT and Banking Support, the Manager, Service Desk is responsible for managing the daily operations of the IT service desk.

The service desk is responsible for the efficient resolution of Tier I and II service requests for all employees.

This role will help develop and modernize the business systems support model through the implementation of a new ITSM, development of standard operating procedures, process, and developing SLA's and reporting performance metrics.


Major Responsibilities

  • Manage and oversee all service requests and ensure they are resolved efficiently by managing ticket assignment, workload, and client
  • Management and prioritization of service request queue and escalation to Tier
  • Run daily team huddles, weekly service desk meetings, assignment of action items, and follow up with the Service Desk team to
  • Responsible for the creation and maintenance of team processes, standard operating procedures, and corresponding
  • Continuous service improvement, seeking opportunities to increase employee support satisfaction and strengthen user
  • Responsible for service request lifecycle within the entire Service Desk
  • Ability to take and give direction and successfully follow through on assigned tasks to
  • Build and maintain knowledgebase, training, process, and procedure materials for the Service Desk
  • Support Windows 10 and desktop operating
  • Provide support for Microsoft Office 2016/2019, Microsoft 365, MS Teams, SharePoint, and multiple COTS
  • Troubleshoot hardware devices such as printers, telephones, video conferencing units, and other peripheral

Qualifications

Education / Certifications / Experience

  • Diploma or Degree in a technology related
  • ITIL Foundations Certification is considered a strong asset.
  • Demonstrated knowledge of Microsoft 365, Azure and Active
  • Minimum of 5 years' experience in a similar role
  • 3 years of experience in lead/supervisory role
  • Experience creating, implementing, and executing, ITIL based
  • Familiar with endpoint hardware and software management and support

Knowledge / Skills

  • Strong interpersonal skills in dealing with a wide range of customers with varying computer
  • Excellent verbal and written communication
  • Ability to gather information, diagnose and analyze a variety of complex technical issues and deliver creative and innovative technical
  • Highly organized and able to keep track of not only their own tasks, but also the tasks assigned to all team
  • Highly selfmotivated and directed.
  • Strong attention to detail.
  • Proven analytical and problemsolving abilities.
  • Ability to present ideas in a userfriendly language.
  • Experience working in a teamoriented, collaborative environment
  • Willing travel and work outside of regular business hours when necessary

About Alterna Savings
Alterna Savings and Credit Union Limited (Alterna) has been the good in banking for over 110 years. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.


As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings shares its expertise with 217,000 members through a network of 46 branches across Ontario, as well as call centre and digital channels.

Members and customers also benefit from an industry-leading online brokerage, investment management services, and have access to over 43,000 surcharge-free ATMs in North America with THE EXCHANGE Network in Canada and the Allpoint Network in the US.


Working at Alterna
Alterna offers a fast-paced, impactful work experience in an organization that cares about doing good.

For over 110 years, Alterna has been creating financial services that transform lives for the better, all while giving back to our community.


We are incredibly proud of our corporate culture, where everyone works together towards a common goal, the financial wellbeing of our members and customers.

This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for seven years running.


  • Alterna is compliant with the Ontarians with Disabilities Act. If you have a disability, please contact the recruiter to let us know how we can accommodate you.

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