Supervisor, IT Service Delivery
6 days ago
**This role is based out of our Corporate Office in Acheson, AB and offers a hybrid work environment, being remote up to 50% of the time**
At SMS Equipment, the **Supervisor, IT Service Delivery** oversees the day-to-day operations of the IT Service Desk and Service Delivery team. This individual ensures that daily operational tasks, IT customer service, IT inventory management and provisioning, handled jointly by the externally managed Tier 1 Service Desk and SMS Tier 2/3 support teams are being delivered within the defined service levels. As the Supervisor, this role is responsible for delegating tasks to the appropriate support tier and teams and setting deadlines to meet the requirements of the business in alignment with ITIL Service Delivery standards as well as being the escalation level for issues that arise.
In this role, the Supervisor will lead regular IT Service improvement meetings with the business to drive continuous improvement and identify systemic problems, as well as managing problems throughout their lifecycle, or initiating projects as required to implement new solutions. Additionally, the Supervisor, IT Service Delivery will attend weekly Change Advisory Board (CAB) meetings, serving as the representative for the IT Service Desk and IT Service Delivery team.
Additionally, the Supervisor, IT Service Delivery will perform the following roles:
- ** Projects**, represent IT Service Desk and IT Service Delivery for Project TTO (Transition to Operations) meetings and deliverables.
- ** Knowledge Management**, steward the curation and publishing of KB articles for Service Desk and User-Facing articles, and help to design the future Knowledge Management process
- ** Service Now**, function as product owner to help align the priorities of the developer team during the release management cycle and assist with the communication plans during each release cycle
- ** IT Customer Satisfaction Management**, steward the review of customer feedback and determine Service Delivery improvements or customer education
**Qualifications**:
- A minimum of 5 years experience as an IT Service Desk Team Lead or Supervisory role
- Post-secondary education in a related field
- In-depth knowledge of Microsoft operating systems, MS Office\O365, Apple IOS
- Excellent troubleshooting and analysis skills
- Strong communication skills and the ability to communicate technical issues in non-technical terms to business teams
- Bilingualism considered an asset
- ITIL Foundations certification or higher considered an asset
- SMS Equipment offers rewarding careers in the heavy equipment industry across Canada. As the largest Komatsu dealer in North America, SMS Equipment gives you the opportunity to represent world-class quality in our product offerings and customer service. A few of the many benefits of working with SMS Equipment include: competitive wages, comprehensive group benefits plans, and RRSP matching._
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