Help Desk Service Manager

2 weeks ago

Ohsweken, Canada Six Nations of the Grand River Elected Council Full time

**Applicants from Six Nations and other First Nations will be given preference to deliver programs and services in a First Nations community.**
**JOB** SUMMARY:* The **Help Desk** **Service Manager** reports to and works under the direction and supervision of the Manager of Computer Services.
The purpose of this position is to maintain support and coordination for the Manager of Computer Services. The Help Desk Service Manager will oversee the production of the Service Desk Department and ensure high quality of services for our end users. As the Help Desk Service Manager, you are at the center of standardizing the methods, tools and procedures for proficient and prompt handling of all Help Desk tickets. You will help define KPIs for the newly minted Service Desk Department. To ensure that the Service Desk Department efforts are fast, friendly, efficient and in line with the department’s policies and procedures.

**Type**

Full Time

**Closing Date**

March 8, 2023

**Hours of Work**

35 hours weekly

**Wage**

TBD

**BASIC QUALIFICATIONS**:

- Associate or Bachelor's degree in Computer Science, Information Technology, System Administration or a closely related field OR equivalent experience required.
- Ability to troubleshoot complex software and hardware issues.
- Proven work experience as a Service Desk Manager.
- Hands on experience with Service and Help Desk tasks and troubleshooting.
- Solid technical background, with an ability to give instructions to a non-technical audience.
- Excellent written and verbal communication skills.
- Comprehensive knowledge of Information Technology best practices and processes.

**SUBMISSION PROCEDURE: (Choose **one** method **ONLY**)**:

- **Method #1: Online**
- Cover letter including your band name and number (if applicable). Please indicate in your letter how your education and experience qualifies you for this position.
- Recent resume clearly identifying that you meet the Basic Qualifications of this position as stipulated above.
- Copy of your education diploma/degree/certificate and transcript.

**Method #2: GREAT** - Applications must include **all** of the following:*
- Printed, filled in and authorized Six Nations of the Grand River Application for Employment Form.
- Cover letter including your band name and number (if applicable). Please indicate in your letter how your education and experience qualifies you for this position.
- Recent resume clearly identifying that you meet the Basic Qualifications of this position as stipulated above.
- Photocopy of your education diploma/degree/certificate and transcript.
- Place all documents listed above in a sealed envelope and mail to or drop off at:
*
Help Desk Service Manager - Full Time - 036-23-2*
c/o Reception Desk
Grand River Employment & Training (GREAT)
P.O. Box 69, 16 Sunrise Court
Ohsweken, Ontario N0A 1M0

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