Current jobs related to IM-IT Service Desk Lead - Ottawa - Standards Council of Canada | Conseil canadien des...

  • Manager, Enterprise Im/it Service Delivery

    5 months ago

    Ottawa, Canada SkyAlyne Canada Inc. Full time

    **Job Title**: Manager, Enterprise IM/IT Service Delivery **Position Reports To**: SkyAlyne Head of IM/IT **Job Location**: Ottawa SkyAlyne is a proud partnership between Canadian aviation and defence leaders, CAE and KF Aerospace, formed to provide a truly Canadian solution for Canada’s Future Aircrew Training (FAcT) Program, Canada’s next-generation...

  • Im&t Project Manager

    3 weeks ago

    Ottawa, Canada SkyAlyne Canada Inc. Full time

    **Title**:IM&T Project Manager **Position Reports to**: Manager FAcT IM&T Service Delivery **Job Location**: Ottawa (Hybrid) **Salary**: $110,000 - $130,000 CAD **Job Overview** The IM&T Project Manager will be a critical part of the FAcT Program, working in alignment with the PMO team. This role is a part of our IM&T team and will work closely with...

  • Help Desk Specialist

    5 months ago

    Ottawa, Canada Promaxis Systems Inc. Full time

    **IT Help Desk Specialists**(Reference: P - SWJ)Our Federal Government client is looking for a IT Help Desk Specialists in Ottawa, ON (National Capital Region). The following qualifications are required: *** **Job** **Description**:The Chief Digital Officer (CDO) on behalf of the Department of Fisheries and Oceans (DFO) and Canadian Coast Guard (CCG)...

  • Service Desk Technician 1

    5 months ago

    Ottawa, Canada Aversan Full time

    **Location**: Ottawa, ON (Fully On-site) **RESPONSIBILITIES**: - Support multiple locations at any given time. - Support users onsite and offsite. - Maintain the end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals. - Ensuring the company's...

  • Service Desk Manager

    3 weeks ago

    Ottawa, Ontario, Canada Canopy Growth Full time

    The Service Desk Manager is responsible for overseeing the daily operations of the IT service desk, ensuring that end-users receive the appropriate assistance. This includes managing all procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of Service Desk functions.Key...

  • Agile Delivery Lead

    4 weeks ago

    Ottawa, Ontario, Canada Employment and Social Development Canada Full time

    Job SummaryWe are seeking a highly skilled Agile Delivery Lead to join our team at Royal Canadian Mounted Police - Information Management and Information Technology Program. The successful candidate will lead and coordinate diverse IM/IT teams, work collaboratively with multi-disciplinary teams, and interpret and analyze business or technical...

  • Agile Delivery Lead

    4 weeks ago

    Ottawa, Ontario, Canada Employment and Social Development Canada Full time

    Job SummaryWe are seeking a highly skilled Agile Delivery Lead to join our team at Royal Canadian Mounted Police - Information Management and Information Technology Program. The successful candidate will lead and coordinate diverse IM/IT teams, work collaboratively with multi-disciplinary teams, and interpret and analyze business or technical...

  • Data Quality Lead

    4 weeks ago

    Ottawa, Ontario, Canada Employment and Social Development Canada Full time

    Job Title: Data Quality LeadWe are seeking a highly skilled Data Quality Lead to join our team in the Digital Systems & Solutions Delivery Branch (DSSD) of the Royal Canadian Mounted Police (RCMP). As a Data Quality Lead, you will be responsible for leading and coordinating diverse IM/IT teams to develop and implement innovative solutions to support the...

  • Data Quality Lead

    4 weeks ago

    Ottawa, Ontario, Canada Employment and Social Development Canada Full time

    Job Title: Data Quality LeadWe are seeking a highly skilled Data Quality Lead to join our team in the Digital Systems & Solutions Delivery Branch (DSSD) of the Royal Canadian Mounted Police (RCMP). As a Data Quality Lead, you will be responsible for leading and coordinating diverse IM/IT teams to develop and implement innovative solutions to support the...

  • Overnight Service Desk Analyst

    5 months ago

    Ottawa, Canada Nova Networks Inc. Full time

    **STRENGTHEN YOUR CAREER!** At Nova Networks, we pride ourselves on hiring smart, motivated people who excel at challenging themselves and enjoy working in a team-oriented environment. Looking for an exciting opportunity to work with leading products and with other talented and dynamic professionals? Then look no further. We believe strongly in lifelong...

  • Service Manager

    5 months ago

    Ottawa, Canada Intega IT Full time

    Intega IT is a boutique IT Support Company. We pride ourselves in the service and delivery that we have consistently brought to our partners in the Ottawa community since 2001. We are looking for a tech savvy Service Manager with a focus on delivering excellent customer service to our existing clients. Reporting to the Director of Operations, the Service...

  • Service Desk Administrator

    5 months ago

    Ottawa, Canada Convergence Networks Full time

    SERVICE DESK ADMINISTRATOR SECURITY CONSULTING AND ASSESSMENT OTTAWA - Full time on client site Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by...

  • Service Desk Administrator

    5 months ago

    Ottawa, Canada Convergence Networks Full time

    SERVICE DESK ADMINISTRATOR SECURITY CONSULTING AND ASSESSMENT OTTAWA - Hybrid, 2 days in office. Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by...

  • IT Service Desk Analyst

    2 months ago

    Ottawa, Canada The Memory Clinic Full time

    **ABOUT OUR CLINIC** Alzheimer's disease (AD) is the most common type of dementia, making up approximately 70% of all cases. Those over the age of 65 are at a higher risk to develop AD. It diminishes cognitive, verbal, and physical abilities by destroying brain cells. This in turn affects our ability to think, to learn new things, and to remember. Many...

  • Service Desk Analyst

    5 months ago

    Ottawa, Canada Bank of Canada Full time

    **Service Desk Analyst** **Take a central role** The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and...

  • Bilingual Service Desk Analyst

    5 months ago

    Ottawa, Canada Nova Networks Inc. Full time

    **STRENGTHEN YOUR CAREER!** At Nova Networks, we pride ourselves on hiring smart, motivated people who excel at challenging themselves and enjoy working in a team-oriented environment. Looking for an exciting opportunity to work with leading products and with other talented and dynamic professionals? Then look no further. We believe strongly in lifelong...

  • Service Desk Technician

    4 weeks ago

    Ottawa, Canada Robertson and Company Full time

    Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking. Introduction: Robertson is seeking a skilled Service Desk Technician to join our client. Contract...

  • Technology Service Desk Analyst Services

    5 months ago

    Ottawa, Canada Oomple Full time

    **Requirements**: - 2+ years post-secondary program including completion of computer technical courses - 5+ years of work experience in a Service Desk or Help Desk environment - Must be eligible for enhanced reliability status. - ITIL V3/V4 Certificate - Bilingual - French & English - Proven technical administration experience in: Windows 10 and MAC...

  • Service Desk Analyst

    5 months ago

    Ottawa, Canada Carleton University Full time

    **Duties and Responsibilities**: The Service Desk Analyst works under the supervision of the ITS Service Desk Supervisor to provide technical support to faculty, staff and students. Operating as a single point of contact for service, the Analyst provides front line telephone, walk-in, and/or on-site consulting support by logging and handling all incidents...

  • Front Desk

    5 months ago

    Ottawa, Canada Canadian Association of Medical Aesthetics Full time

    OTTAWA, ON Schedule: THURSDAY to SUNDAY, 8am - 5pm Job Summary: We are seeking a friendly and reliable Part-Time Front Desk Associate to join our team. As a Front Desk Associate, you will be the first point of contact for our customers and visitors, and will be responsible for providing exceptional customer service while ensuring a smooth and efficient...

IM-IT Service Desk Lead

2 months ago

Ottawa, Canada Standards Council of Canada | Conseil canadien des... Full time

Who we are
SCC is a small but impactful Crown corporation that reports to Parliament through Innovation, Science and Economic Development Canada. Using our expertise and vast network, SCC helps organizations by opening a gateway to possibilities, both at home and abroad. We bring people together, foster collaboration and expand their horizons in trade, sustainability, and global connectivity. We represent and advance Canada’s interests on the international stage in ways no other organization can.
As Canada’s national standardization body, SCC offers more than a few pieces of the standards development and conformity assessment puzzle. We provide comprehensive strategies that allow Canadian businesses and innovators to contribute to shaping established and emerging markets. We help knock down trade barriers and create opportunities for businesses to innovate and expand into new markets by laying the foundation for their success.
SCC’s work also helps drive Canada’s health, well-being, and economic prosperity. Whether it’s the food we eat, the products and technologies we use, or how we get to work, every aspect of our lives is touched by standards. Standards and conformity assessment not only provide confidence in the quality and safety of products and services, but they also play an integral role in improving the overall health and safety of Canadians, and of their environment. At SCC, everything we do is aimed at improving Canadians’ quality of life and economic prosperity.

Our culture
A 2020 - 2023 winner of Waterstone’s Canada’s Most Admired Corporate Cultures award, we foster a culture founded on our values of respect, professionalism, and integrity. At SCC, we believe that an empowered and engaged workforce is essential to deliver on our vision and mission. A people-centric culture means that we are all working together to achieve a common goal.
Our diversity is our strength. We believe that leveraging our unique backgrounds helps to create a stronger, more cohesive team. Proudly, we can report that 30% of our team identifies as belonging to a visible minority, 60% of our team is female, and 62% of our leadership team is female. Not only do we serve the public in both Official Languages, but we are able to go above and beyond: with a staff complement of 150, we speak over 20 languages at SCC.
SCC has implemented a hybrid working model. Our model balances remote work with coming together in person when it is purposeful. This position requires onsite work at SCC's office located at 55 Metcalfe Street in downtown Ottawa.

A Day in the Life of an IM-IT Service Desk Lead

The IM-IT Service Desk lead is responsible for the continuous operations of the ITIL (Information Technology Infrastructure Library) Service Desk at SCC. As such, the incumbent oversees and manages the performance of the IM-IT Service Desk, including responsive and timely troubleshooting, proactive organization, prioritization and assignment of tickets, client-centred coordination while respecting established service level agreements, procedures and policies impacting both internal and external interested parties. As the ‘face of IM-IT,’ the incumbent will present services and support to interested parties in a professional, courteous and efficient manner, acting as champion of customer service and cyber security best practices to design, create, improve, and maintain service definitions and the service measurement framework to sustain service efficiency.

Your background
  • College or university degree in Computer Science (general IM-IT, cyber security, networking) or equivalent work experience.
  • 3-5 years of experience in an IM-IT support role.
  • ITIL (Information Technology Infrastructure Library) certification is preferred.
  • Knowledge of desktop computers, servers, peripherals, software, Internet, telecommunications, and audiovisual equipment. Familiar with trends in technology and information systems, Microsoft applications (Microsoft 365, Entra ID, Intune, Defender), mobile device management (iOS and Android), Linux (Debian/Ubuntu), and videoconferencing software (Logitech/MS Teams).
  • CPR certified (mandatory training if not already certified).
  • Networking and Telecommunications: Skilled in computer networks, hardware and software evaluation, peripheral equipment, access methods, linkage options, backup systems, and telecommunications principles and practices.
  • Knowledgeable in reporting methods, techniques, and practices. Excellent critical thinking and problem-solving skills.
  • Strong time management, initiative, judgment, customer service, teamwork, client service, and troubleshooting skills. Excellent verbal, listening, and writing skills.
  • Capable of handling personal and sensitive information with good judgment. Skilled in initiating and participating in courageous conversations. Enhanced reliability clearance is mandatory.
  • Bilingual (English/French) is mandatory.
Key Activities
  • Triage, assign, resolve and escalate tickets, including the evaluation of any cause of service delivery deviation and offer remediation advice to the IT team, based on service desk data reports.
  • Onboarding of employees, including but not limited to activation of a network account, provisioning of hardware (including mobile devices and technology for hybrid work, docking stations, etc.) and software tools, ensuring email and network access is available, answering any frequent questions and performing other related activities as needed.
  • Offboarding employees including return of access cards, equipment, disabling of network account and performing other related activities.
  • Provide level 2 (L2) support for specific corporate applications.
  • Support on-site audio and video conferencing equipment.
  • Provide basic training to existing and new employees on how to use IM-IT solutions. Manage the printing infrastructure including acting as liaison with SCC managed print provider.
  • Manage the cloud-based phone system (call tree, welcome message, call extensions).
  • Manage the access control system including access cards.
  • Provide input on IM-IT purchases (equipment selection, quantity, vendor quotes, etc.) and submit purchase requisitions as required.
  • Collaborate with the IM-IT team on corporate priorities and projects associated with the Enterprise Architecture roadmap. Provide trusted advice and work closely with the operations Team, ensuring the delivery of quality IM-IT services and to coordinate the IT change management process and facilitate / lead regular IM-IT service management meetings to cover, but not limit to, status of tickets, metrics to gauge compliance with SOPS, and KPIs (key performance indicators) to define incremental improvements to service delivery, opportunities for automation, updates to QMS procedures and opportunities to increase service efficiency. Provide support to external SCC partners in connecting and using SCC solutions, including on-site board meetings.
  • Works closely with the rest of the IM-IT in moving forward plans and policies related to the Cybersecurity program and the Information Management. This includes tasks to support, maintain, implement changes to and promote any service portfolio & catalogue to the organization with the use of training plans, and knowledge articles.
  • Write technical documentation and reports and other related duties, as required.
  • Escalates IM/IT and telecommunications issues as appropriate following relevant policies and procedures. Provides general installation, maintenance and troubleshooting for desktop and laptop computers and peripherals, and telecommunications equipment. Provides accurate and timely logging of problems and associated resolution in the service management tracking system.
  • Creates and delivers IM/IT, telecommunications and related training and associated documentation to interested parties. Assists with Business Continuity Planning (BCP) as required.
A final note

Note 1: Priority will be given to Canadian citizens and permanent residents.
Note 2: SCC is responsible for the Personnel Security Clearance process. Typically to be eligible for a "Reliability" clearance, you must have five years of verifiable background information and to be eligible for a "Secret" clearance, you must have 10 years of verifiable background information. The process usually involves reference inquiries, verification of qualifications, criminal records checks, and credit checks (as required) and may require fingerprints. For more information about obtaining a security clearance, please review the Standard on Security Screening.

Please attach a detailed cover letter to your resume. In addition to learning about your education, training and experience, we want to hear your story We’d love to hear about how your accomplishments, and the skills you applied to achieve them, relate to the and why you think this opportunity is a good fit for you.

We are committed to creating and fostering a diverse, equitable and inclusive work environment that reflects the peoples’ lives that we impact and the Canadian community that we work within. We strive to create an environment where everyone is comfortable being their authentic selves. We welcome Indigenous peoples and persons from all races, ethnicities, gender identities and expressions, sexual orientations, and physical or mental abilities to be part of our team.

We strive to ensure a barrier-free selection process. If you are contacted regarding a job opportunity, testing or interview, please advise the HR representative of the accommodation measures that you require to enable you to be assessed in a fair and equitable manner.

Please apply directly on SCC’s Careers Page before the closing date of September 10, 2024. Upon our review of all applications, those who appear to be the best fit with the mandate of this role and with SCC’s mission and vision will be contacted. You will receive confirmation that your application has reached us. Thank you for your interest in SCC and for taking the time to review this ad.

#J-18808-Ljbffr