Client Care Service Desk Supervisor

2 weeks ago

Ottawa ON, Canada Myticas Consulting Full time

DESCRIPTION

The Supervisor, Client Care Service Desk, reporting to the Manager, Advanced Technology and Client Care Services, supervises IT Service Desk operations including the IT call center, managing the service desk staff to ensure the highest level of IT services possible. The service desk unit consists of approximately 25 full-time and part-time staff. This position supervises and maintains all details of the ITS first and second line client support including the physical service desks, work order coordination, and laptop support. The incumbent prioritizes support requests, escalating service needs as appropriate to meet the performance goals of the organization.

The Supervisor, Client Care Service Desk, is also responsible for administering the ITS service desk budget and for coordinating and monitoring all administrative duties related to inventory control, procurement and expenditures. This position defines, measures, reports on and optimizes client service performance metrics. This position also develops, maintains and reports on the service catalogue by monitoring Service Level Agreements (SLAs) and reporting on ITS performance against SLAs.

The Supervisor, Client Care Service Desk, provides proxy leadership for the Manager, Advanced Technology and Client Care Services, when s/he is unavailable. The incumbent also maintains section procedures, guidelines and is responsible for the overall service desk working environment.

REQUIRED QUALIFICATIONS:

  • Minimum of a three (3) year diploma/degree in an information technology related field.
  • Certification in ITIL.
  • Minimum five (5) years of progressive experience in Information Technology including:
  • At least three (3) years managing an IT/IS technical support organization. This position must have had extensive front-line client service responsibilities and responsibilities delivering in a tiered response environment, managing personnel, operations and capital budgets in excess of $1M annually.
  • At least one (1) year of IT leadership in a team supporting a large PC installation.
  • Comprehensive experience in Service Desk operations including supporting desktop computing equipment and desktop software (including office productivity software), and an understanding of network infrastructure (wired and wireless), telephone systems and enterprise systems.
  • Ability to work effectively with upper management, peers and front-line staff.
  • Ability to provide presentations to senior executives about technical service delivery strategies, issues and options.
  • Experience supervising staff in a unionized environment.
  • Excellent communication skills.
  • Excellent interpersonal skills.
  • Excellent client service skills.
  • Excellent financial management skills.
  • Excellent conflict resolution skills, in particular, experience managing and leading in an organized labour environment.
  • Excellent writing skills.
  • Excellent analytical skills.
  • Ability to provide guidance to several client service operational areas (Service Desk, Service Desk telephone service and email service).
  • Understanding of the changing technical environment, and end-user support requirements within a post-secondary educational environment.

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