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Manager, IT Service Desk

2 months ago

Dartmouth, Canada Westland Insurance Full time
Manager, IT Service Desk

We're seeking a seasoned IT professional to lead our IT Service Desk team. If you're passionate about delivering exceptional customer support and driving operational excellence, we'd love to hear from you.

About the Role

The Manager, IT Service Desk will be responsible for overseeing the day-to-day operations of our IT Service Desk team across Westland's corporate, regional offices, and retail locations in Canada. This role requires a strong leader who can manage a team of IT Support Specialists, focusing on incident resolution and problem management, while maintaining high standards of operational integrity and reliability.

Key Responsibilities
  • Manage, mentor, and develop a team of IT Service Desk Analysts, ensuring they have the skills and knowledge to deliver exceptional customer support
  • Oversee the handling of all service desk incidents and requests, ensuring timely and effective resolution in accordance with established SLAs
  • Analyze service desk metrics and trends to identify areas for improvement, implementing and refining processes and procedures to enhance efficiency and service quality
  • Develop and deliver training programs for new and existing staff, keeping the team updated on the latest technologies, tools, and best practices in IT support
  • Prepare and present regular reports on service desk performance, providing insights and recommendations for strategic improvements
Requirements
  • At least ten years of experience in IT service desk operations, with a minimum of five years in a leadership or managerial role
  • Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience
  • Proven experience with supporting a range of technologies, including SharePoint, M365, Active Directory, ITSM, SDWAN, VPN, MS Teams & Genesys, InTune & Autopilot, Azure, etc.
  • Medium to large enterprise experience with providing end-user support with computer hardware & software technologies to retail branches
  • Experience in IT Infrastructure & Operations support and in-depth knowledge of ITIL practices and IT service management
  • Proficient with service desk software and ticketing systems (e.g., ServiceNow, Zendesk)
  • Strong leadership and team management skills, with the ability to communicate effectively in both written and oral forms
About Westland

Westland is a dynamic and inclusive organization that values diversity and community. We're committed to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work. As a member of our team, you'll have the opportunity to grow and develop your skills, work with a talented and passionate group of people, and make a real difference in the lives of our customers and communities.