Manager, Service Desk

6 months ago

Toronto, Canada Legislative Assembly of Ontario Full time

Are you ready to embark on an extraordinary journey to shape the future of Ontario's Legislative Assembly, with innovation and excellence in parliamentary operations? At the Office of the Assembly, we're not just supporting Parliament; we’re a dynamic team dedicated to driving change and making an impact every day.

At the heart of our mission is to provide non-partisan administrative and procedural services to all MPPs, along with operational support for the daily activities of the Legislative Assembly of Ontario. Our success is intricately tied to the strength and diversity of our staff, as we champion our core values: integrity, inclusiveness, collaboration, and excellence.

Looking for a rewarding career where you can share your expertise in a Service Desk Manager capacity? Seize this opportunity to embody our organizational values within our Technology Services Branch. As a valued member of our team, reporting directly to the Director, Technology Services, you will collaborate closely with a dynamic group of technology professionals.

**Click **here** for a detailed look at the position description.**

**What You’ll Do**:
**You’ll act with integrity to**:

- Ensure effective service delivery from the Service Desk to the offices of the Members of Provincial Parliament (MPPs) and Legislative Assembly Staff.
- Demonstrate the utmost tact, diplomacy, and good judgement in a politically sensitive environment.

**You’ll support our collaboration as you**:

- Oversee all information systems service desk services, including direct user support for all Assembly standard software and overall management of the service desk including planning, organizing, and directing the activities to ensure high level of services to all clients.
- Oversee problem management including the detection, capture, isolation, and analysis of service disruption to the user community to meet defined service level agreements (SLA).
- Execute IT policy, compliance standards and standard operating procedures (SOP) to ensure security and privacy.
- Monitor, review, and analyze operational and performance-based metrics to identify opportunities for improvement and/or training initiatives.
- Lead in the definition of PC hardware/software standards and procedures and ensure adherence to standards and procedures by the user community.
- Consult with clients for the acquisition of new systems and hardware/software upgrades consistent with Legislative Assembly standards and manage the vendor relationships and client contacts.
- Manage a team including selecting, training, motivating, and managing performance and goals of professional staff.

**How You Qualify**:
**You demonstrate excellence through your**:

- Management and organizational skills to coordinate projects and manage resources.
- Project management knowledge and experience including methodologies and best practices.
- Demonstrated experience managing a service desk.
- Familiarity with the advanced principles of ITIL.
- Knowledge of activities, services and programs of other work units throughout the Assembly.

**Here’s what awaits you**:

- A dynamic, unique work environment
- A team of dedicated professionals
- A hybrid work approach
- A comprehensive benefit and pension package including a comprehensive short term sickness plan and personal days
- Support for your career through training and development
- Access to an employee and family assistance program

We're breaking barriers with our flexible workplace program, empowering employees in certain positions to work remotely for up to 2 days a week while staying seamlessly connected to our bustling hub at the Legislative Precinct in Toronto, Ontario. While this hybrid model offers unparalleled flexibility and freedom, we're committed to staying agile and adapting to the evolving needs of our dynamic environment, which may necessitate adjustments in the future.

Join us in shaping the future of Ontario's Legislative Assembly. Your journey starts here

While we appreciate your interest in obtaining employment with the Legislative Assembly of Ontario, only those selected for an interview will be contacted.

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