IT Service Desk Manager

2 weeks ago

Toronto, Canada Thales Full time

Location: Toronto, Canada

Thales people architect solutions that support 85 million mainline and suburban passenger journeys, worldwide, every day. Our Rail Signalling and Communication systems are used on metro lines across major cities, and 72,000 kms of route, 52,000 trains per day in 16 countries are controlled by our Traffic Management Systems. Together We deployed the first-ever nationwide ticketing system which processes over 50 million ticketing transactions in 100 cities daily.

The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary

Key Responsibilities:
Strategy & Planning
- Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
- Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
- Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.

Acquisition & Deployment
- Prepare budget proposals and operational expenditure statements.
- Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
- Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
- Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
- Ensure appropriate training initiatives for new and existing staff.
- Purchasing and deployment tasks.

Operational Management
- Manage the processing of incoming calls to the Service Desk via both telephone and ITSM platform (ServiceNow) to ensure courteous, timely and effective resolution of end user issues.
- Provide uninterrupted 24x7 technical support by managing and coordinating shift rotations, on-call schedules, and phone coverage.
- Develop and enforce request handling and escalation policies and procedures.
- Track and analyze trends in Help Desk requests and generate statistical reports.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and communication of help sheets, usage guides and FAQs for end users.
- Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
- Oversee the development, implementation and administration of service desk staff training procedures and policies.
- Train, coach and mentor Service Desk Technicians and other junior staff.
- Manage the overall desk activities and staff.
- Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
- Attend Change Advisor Board (CAB) meetings.

Key Requirements:

- College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
- Extensive knowledge of computer hardware, including Intel based laptops/desktop, printers and other computer peripheral
- Experience with desktop and server operating systems, including Windows 7, 10 and 11, Windows Server 2016, 2019
- Working knowledge of a range of diagnostic utilities, including Microsoft SCCM, ManageEngine Desktop Central
- Familiarity with the advanced principles of ITIL
- Proven track record of developing, maintaining, and providing SLAs and Service Desk deliverables.
- Demonstrated progressive experience in the management of a technical support team.

Preferred Qualifications:

- Certification in the advanced principles of ITIL
- Strong relationship management and customer service skills
- Solid ability to contingency plan and mitigate potential tech

  • Service Desk

    4 days ago

    Toronto, Canada Atlantis IT group Full time

    **Service Desk** **Toronto, ON (hybrid)** **Long Term** **Role and Responsibilities**:

  • Service Desk Manager

    4 days ago

    Toronto, Canada CDW Full time

    As the **ServiceDesk Manager **you will be responsible for managing the ServiceDesk, which is the first point of contact for users seeking assistance. The Service Desk Manager is responsible for ensuring that the Service Desk is efficient and effective in providing support to users. This role, while reporting to the Head of Managed Modern Workspace Services,...

  • Business Development Representative

    24 hours ago

    Toronto, Canada Ginger Desk Full time

    **Ginger Desk** is disrupting the healthcare industry, one task at a time. Ginger Desk is a fast-scaling company, offering Virtual Assistant services to allied healthcare practitioners. In a short period of time, Ginger Desk has quickly become known as the most trusted VA service for health professionals in North America. We are woman-driven and woman-led....

  • Manager, Brand Marketing

    Found in: Jooble CA O C2 - 2 weeks ago

    Toronto, ON, Canada The Trade Desk Full time

    The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers –– and sets a new standard for global reach, accuracy, and transparency. We are proud of the culture we have built. We value...

  • Service Desk Supervisor

    3 days ago

    Toronto, Canada ONT.COLLEGE OF TEACHERS Full time

    **Posting 23-40** **Service Desk Supervisor** **Information Technology Unit, Corporate Services** **_ Permanent Position; Category 5_**: **_ Hiring Range _**_- $92,451-$114,674_**: - Salary Range - $92,451-$136,896_ The Service Desk Supervisor’s role is to oversee the Service Desk team and ensure that end users receive the appropriate assistance. This...

  • IT Service Delivery Manager

    5 days ago

    Toronto, Canada Apogee IT Services Canada Full time

    **Service Delivery Manager** - Apogee IT Services, Toronto, ON At _Apogee IT Services,_ you can be part of a dynamic and collaborative organization committed to aim high and expect more. At _Apogee IT Services_, we educate our clients, assess their needs, design solutions, project manage delivery of all involved parties to assure on time and on budget...

  • Manager, Brand Marketing

    Found in: Jooble CA O C2 - 2 weeks ago

    Toronto, ON, Canada The Trade Desk, Inc. Full time

    The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers –– and sets a new standard for global reach, accuracy, and transparency. We are proud of the culture we have built. We value...

  • Service Desk Specialist

    3 days ago

    Toronto, Canada AGCO Full time

    **Term**: Permanent, Full-time **Division/Branch**: Information and Information Technology Division / Digital Platforms and Cybersecurity Branch **Application Deadline**: September 7, 2023 **Level**: Level 7 **Salary Range**: Min: $66,140 to Max: $77,814 **Work Location**: Toronto (Hybrid Work Model until further notice) The Alcohol and Gaming...

  • Analyst, Service Desk

    4 days ago

    Toronto, Canada Aecon Group Full time

    **Build Your Career at Aecon** Aecon is proud to build some of the most impactful infrastructure projects of this generation. From the roads and transit systems that connect our communities, to the communication networks that link us from coast-to-coast, and the water infrastructure that supplies our businesses and homes. Our integral work includes...

  • Front Desk Manager

    5 hours ago

    Toronto, Canada Marriott International Full time

    **Job Number** 23046100 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Toronto Downtown, 475 Yonge Street, Toronto, ONT, Canada VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the Front Office Manager in administering front office functions...

  • Service Desk Analyst

    3 days ago

    Toronto, Canada Cognizant Full time

    **Service Desk Analyst** **Must Have Skills** - Service Desk **Good To Have Skills** - Service desk - UAM - Service Desk App Support - Service Desk Asset Services - Private Equity Fund Accounting - Fund Accounting **Employee Status **:Full Time Employee **Shift **:Day Job **Travel **:No **Job Posting **:Feb 08 2023 **About Cognizant

  • Service Desk Coordinator

    2 days ago

    Toronto, Canada Elte Carpets Ltd Full time

    **Service Desk Coordinator at Luxury Retailer!**: **WHO WE ARE** - Elte, Ginger’s Elte MKT are 3 premium luxury home furnishing destinations in Toronto._ _We provide our clients with a complete home décor experience by offering fine products from around the world that are well made and beautiful to look at._ _Our showrooms house a large and diverse...

  • Service Desk Analyst

    3 days ago

    Toronto, Canada Cognizant Technology Solutions Full time

    Must Have Skills Service Desk Good To Have Skills Service desk - UAM Service Desk App Support Service Desk Asset Services Private Equity Fund Accounting Fund Accounting **Employee Status**: Full Time Employee **Shift**: Day Job **Travel**: No **Job Posting**: Feb 08 2023

  • Service Desk Analyst 1

    3 days ago

    Toronto, Canada City of Toronto Full time

    **Job ID**: 45394 **Job Category**:Information & Technology **Division & Section**:Technology Services, Technology Services Delivery **Work Location**:East York Civic Centre, Toronto, ON **Job Type & Duration**:Full-time, 2 Permanent & 1 Temporary Full Time (12 months) vacancies **Hourly Rate and Wage Grade**:$43.58 - $47.75, TFS455, Wage Grade...

  • Front Desk Manager

    5 days ago

    Toronto, Canada Marriott International, Inc Full time

    **Job Number** 23080094 **Job Category** Rooms & Guest Services Operations **Location** Sheraton Centre Toronto Hotel, 123 Queen Street West, Toronto, ONT, Canada **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the Front Office Manager in administering front office functions and...

  • Front Desk Manager

    3 days ago

    Toronto, Canada Twogether Dental Full time

    **About us** Twogether Dental is a small business in Toronto, ON M4K 1N6. We are professional, customer-centric, and social. Our work environment includes: - Modern office setting We are seeking an **experienced**, **motivated** and **hands-on** Front Desk Manager for our busy dental clinic. **About the Role**: This role has two core functions. The...

  • Service Desk Analyst

    Found in: Talent CA C2 - 1 week ago

    Toronto, Canada Aecon Full time

    Come Build Your Career at Aecon! As a Canadian leader in infrastructure development, Aecon is and building what matters for future generations to thrive! We lead some of the most impactful infrastructure of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build, connect, power, and...

  • Information Technology Service Desk

    10 hours ago

    Toronto, Canada Hire Intellect Full time

    Job Title : Technical Analyst - Service Desk Job Type : Contract; Full-Time Location : Hybrid, Multiple Locations (Canada) About the Company: Our client is a Crown corporation providing specialized and personalized financial services to farming operations. Our client offers financing, insurance, software, learning programs, and other business services to...

  • Information Technology Service Desk

    5 hours ago

    Toronto, Canada Hire Intellect Full time

    Job Title : Technical Analyst - Service Desk Job Type : Contract; Full-Time Location : Hybrid, Multiple Locations (Canada) About the Company: Our client is a Crown corporation providing specialized and personalized financial services to farming operations. Our client offers financing, insurance, software, learning programs, and other business services to...

  • Information Technology Service Desk

    5 hours ago

    Toronto, Canada Hire Intellect Full time

    Job Title : Technical Analyst - Service Desk Job Type : Contract; Full-Time Location : Hybrid, Multiple Locations (Canada) About the Company: Our client is a Crown corporation providing specialized and personalized financial services to farming operations. Our client offers financing, insurance, software, learning programs, and other business services to...