IT Service Delivery Manager

2 weeks 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 success.

We implement multi-vendor technologies and focus on user adoption.

We manage and provide around the clock service for all our client's IT needs.

We secure our client's business and assure that they are prepared in case of a disaster.

Complete IT service isn’t just about technology. It means we show up on time. We do what we say we’re going to do. We finish what we start. We say please and thank you. Our core values are centered around doing business the right way.

**Duties and Responsibilities of the Service Delivery Manager include**:

- Leading all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs.
- Identifying and implementing opportunities to automate repeatable tasks to streamline Service Desk operations.
- Monitor the daily volume of tickets generated and help prioritize the backlog to ensure it is kept at minimum, and all issues and requests are resolved in a timely manner with highest customer satisfaction.
- Research, Identify, and develop key service level targets, metrics and reports that measure the quality and effectiveness of services.
- Evaluate performance regularly to ensure a high level of client satisfaction, quality and ensuring majority of the tickets are resolved at first contact.
- Review incident and request tickets for quality, content, proper work notes, routing, first-call resolution, and problem detection. Ensure proper management, prioritization, and triage of incoming tickets.
- Lead the day-to-day operations of the Service Desk with a strong emphasis that all processes used by the Service Desk are thoroughly documented, audited, maintained, and followed.
- Create dashboards (BrightGauge) regarding ticket trends, service level agreements, average ticket resolution time, and develop metrics to evaluate technical issue response time and resolutions.
- Responsible for the development and maintenance of standardized work practices and processes that support IT Service Desk & End User Device Management activities including deployment and technical management of End User Device refresh strategies to maintain currency and reliability of desktop devices.

**Other**:

- Must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. Must be available to work, as required, in the event a Major Incident is identified requiring resolution facilitation and/or communications.
- Must strive to create a positive work environment, provide technical and professional mentorship to team members, and actively work to create strong business and employee relations.
- Create training plans / documentations and provide live training for IT Systems. Capture relevant documentation within the Knowledge Base in IT Glue.
- Participate in ongoing internal and/or external continuing professional development activities
- Adhere and enforce Policies and Procedures.
- Maintain confidentiality of client and corporate information

**Key Qualifications**:

- Strong leadership skills. Excellent written and oral communication skills. Excellent interpersonal skills.
- Ability to conduct and direct research into IT issues and products as required. Ability to present ideas in business-friendly and user-friendly language.
- Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, etc.
- Highly self-motivated and directed. Strong attention to detail.
- Proven analytical, evaluative, and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation. Extensive experience working in a team-oriented, collaborative environment.
- A preference to work in a fast-paced environment and be a member of a closely-knit, high-performance team. Self-motivated with a strong tolerance to ambiguity and change.

**Experience**:

- Minimum 5+ years of Service Desk Management Experience.
- ITIL v3/v4 Foundation Certificate is preferred.
- Solid understanding of network (WAN, LAN, VPN), telephony systems and print services. Demonstrated knowledge and skills with PC Operating Systems, computer hardware repair, and device connectivity (TCP/IP, network adapter configuration). Strong domain knowledge of SCCM, AD, Exchange, Windows 10, Intune, Asset Management and MS365.
- Excellent understanding of the organization’s goals and objectives.
- In-depth knowledge of applicable data privacy practices and laws.
- Strong understanding of human resource management principles, practices,

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