Service Desk Supervisor

7 months ago

Toronto, Canada Toronto Community Housing Full time

Job #:
**8436**
- Division:
**Information Technology Services**
- Vacancy Type:
**Full-time Permanent**
- Affiliation:
**Non-Union: Management & Exempt**
- Contract Length:
- Grade:
**07**
- # of Vacancies:
**1**
- Salary/Hourly Range:
**102,185 - 122,622**
- Hiring range/wage:
**102,185 - 112,404**
- Work Details (Days/hours):
**Monday to Friday, 36.25 hours**
- Posted Date:
**2/26/24**
- Existing or New:
**Existing**
- Deadline to Apply:
**3/11/24**

**What we offer**

In addition to a competitive salary and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

- Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
- Minimum three (3) weeks of paid annual vacation days, increasing with years of service;
- Four (4) paid personal days;
- Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
- Health and dental benefits, including a health spending account available upon your start date;
- Employee and family assistance program;
- Maternity and parental leave top up (93% of base salary);
- Training and development programs including tuition reimbursement of $1500 per calendar year.
- Fitness membership discount;
This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

**Make a difference**

At Toronto Community Housing we pride ourselves on fostering an environment of collaboration and respect. Furthermore, as part of the Information & Technology Services department, the Service Desk’s mission is to provide accurate and timely information to TCHC users of all IT systems, resolving Incidents and Service Requests at the first tier level whenever possible, and escalating appropriately when necessary.

In support of our mission, the Service Desk Supervisor will monitor and manage the performance of Level 1 ITS Client Service Agents, ensuring exceptional levels of support are provided and service levels are achieved. The Service Desk Supervisor will provide supervision, direction and guidance on a daily basis for the processing of technical support and customer services on the ITS Service Desk. This will include staff guidance, in customer service and technical configuration, the documentation of required support knowledge documents for the service desk as well as review of trends and key performance indicators on the service desk.

**What you'll do**
- Procedures_
- Drafting procedures on the Service Desk
- Documenting and maintaining knowledge articles for the service desk staff to enable support
- Documentation and maintenance of Service Desk procedure manual
- Training of staff on procedures
- Review of support documentation before new systems come online
- Analyze service incidents reports, trending and frequent calls or other available data to determine any gaps in service delivery from the Service Desk and to make recommendations for improvements for automation and overall improvements.
- Research best practices for service desk management and make recommendations for its adoption within IT’s business processes
- Ensure day-to-day interaction with clients is consistent and professional from the Service Desk
- Develop and maintain a Service Desk procedures run book
- Use industry’s best practices for the delivery of IT service management to TCHC
- KPI_
- Reporting from Service Management System for Industry KPI
- Review of KPIs and document how KPIs are calculated and reported on from the Service Desk
- Adjustments of processes to help ensure KPIs are met
- Review of trending data to optimize support process
- Deal directly with tickets that have fallen outside of Service Level Targets.
- Deal with issues that are escalated within the Service desk from VIP or difficult clients and must understand the needs of senior IT management and IT governance group
- Review of ticket details such as time to address, first call resolution, open tickets
- Publish performance and KPI data, as well as make recommendations based on service trend identification to IT management and other staff with the ITS department
- Staff_
- Coaching and mentoring staff as well as manage a team of 7+ direct reports
- Reviewing calls such as support calls, in line reviews of calls, and closed call reviews
- Scheduling coverage of Service desk staff during vacations and during times of anticipated higher volumes of calls
- Make recommendations to Staff and ITS Management regarding new and improved procedures and processes consistent with best practices. Direct staff and external vendors accordingly
- General Management including at

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