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Service Desk Supervisor

3 months ago

Prince George, Canada College of New Caledonia Full time

Job Summary

Reporting to the Chief Information Officer, this service desk role will provide guidance and direction to the Service Desk team and be responsible for service desk-related decision making and operational performance. The Service Desk Supervisor will schedule and oversee the projects taken on by the Service Desk team. The Service Desk Supervisor will define and prioritize the standards and procedures to be created by the Service Desk team while working to promote knowledge of existing standards and procedures across the CNC community.


Specific Duties

Responsibilities Will Include But Are Not Limited To

  1. Responsible for the delivery of end user support including fulfillment of service requests, resolution of user issues, and the management of user devices.
  2. Responsible for IT ticketing including management of ticket queues, breached service level objectives, and maintenance of ticketing standard operating procedures.
  3. Lead the improvement of service delivery performance through the development of standards and process improvement initiatives.
  4. Plan and allocate service desk resources to ensure adequate service levels.
  5. Oversee onboarding of Service Desk staff joining the IT team; assist and provide leadership to the ITS department as a whole.
  6. Develop IT asset standards, procedures, and replacement plans to meet business requirements and minimize risk.
  7. Plan and schedule asset verification activities.
  8. Assist IT management in determining strategic direction and relay that direction to your team members.
  9. Oversee the development of staff work plans.
  10. Assist in the development of departmental policy, standards, and procedures to promote consistent, standards focused processes across the organization.
  11. Provide Service Desk performance reports to IT management.
  12. Coordinate collection and consolidation of upcoming software needs from business stakeholders.
  13. Schedule desktop image replacements and verify that images meet business needs.
  14. Coordinate the purchase of standardized assets with IT management.
  15. Act as a point of escalation for issues encountered by front-line IT support staff.
  16. Evaluate various audio/visual solutions and provide purchase recommendations to management.
  17. Lead the development of draft project charters, define scope and schedule, establish project plans, and organize and lead project meetings.
  18. Perform analysis of processes and procedures to produce recommendations with the goal of better fulfilling operational needs.
  19. Plan and coordinate testing, changes, upgrades, and new deployments to ensure correct operation in future environments.
  20. Perform pre-defined maintenance actions on Identity and Access Management technology infrastructure.
  21. Create simple data visualizations to assist with communicating information to decision makers.
  22. Create, maintain, and follow technical documentation.
  23. Leverage industry standard security practices to secure information systems and applications.
  24. You will be part of a team actively engaged in contributing to and accomplishing the vision, mission, and goals of the College and in supporting the aspirations and needs of our learners.
  25. You will promote a positive work atmosphere by interacting and communicating in a professional manner that demonstrates mutual respect with students and colleagues.
  26. Perform other related duties as assigned.

Skills & Qualifications

  1. Bachelor’s degree (or higher) specializing in Minimum Bachelor’s Degree in Computer Engineering or Computer Science, or a combination of a diploma in Computer Information Systems, Information Technology, or Electronics Engineering and recognized professional certificates, or equivalent.
  2. Minimum of four years current experience working with IT support services performing user issue resolution, service request fulfilment, and user device management.
  3. Experience in post-secondary education or the public sector is preferred.
  4. Experience leading and supervising a team of technology professionals.
  5. Experience performing release planning for projects.
  6. Experience with an IT Framework such as ITIL.
  7. Ability to create a well-defined project management process and champion ongoing process improvement initiatives to implement best practices for project management.
  8. Ability to manage risks and issues, and correct deviations from project plans.
  9. Ability to facilitate communication on a wide range of topics with stakeholders both inside and outside of IT.
  10. Ability to assess the relative strengths and weaknesses of different solutions.
  11. Ability to modify and execute basic shell scripts such as batch files and PowerShell to automate administrative tasks.
  12. Ability to apply risk management practices.
  13. Ability to collect clear, accurate, and thorough systems requirements.
  14. Experience with the use of role-based access controls for the implementation of access management authentication, entitlements, data security, and privacy.
  15. Ability to select, install and maintain appropriate audio/visual equipment based on provided requirements and restrictions.
  16. Understanding of networking for Virtual Machines and hosts.
  17. Ability to install and work with a variety of telephony and A/V cables (CAT6, RJ45, HDMI, USB, etc.).
  18. Understanding of interactions between virtual machines, storage, and application delivery.
  19. Understanding of the use of backup software and strategies (Veeam, Avamar, etc.).
  20. Ability to manage VoIP and video conferencing systems in an enterprise environment.
  21. Ability to troubleshoot and remediate software compatibility and peripheral support issues in a physical or virtual environment.
  22. Demonstrated commitment to service excellence and teamwork.
  23. Ability to work effectively and cooperatively with a diverse group of individuals or departments.
  24. Excellent communication skills, both written and verbal.
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