Manager, Service Desk
2 days ago
Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Administration, Level C
Job Title
Manager, Service Desk
Department
Service Desk | Integrated Service Centre | Finance and Operational Excellence | VP Finance and Operations
Compensation Range
$7,622.83 - $11,886.67 CAD Monthly
The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
Posting End Date
January 9, 2025
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
Job Description Summary
The University of British Columbia (UBC) is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America’s most international university. UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community UBC’s service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping UBC’s Next Century.
The Integrated Service Centre (ISC) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.
The Manager, Service Desk oversees the operations and day-to-day delivery of the Service Centre responsible for supporting students, faculty, and staff, to navigate and answer questions related products and services supported by the ISC. This position partners with the Service Centre Senior Manager to meet service level commitments and improve user experience. Creates a respectful working environment and coaches their team to achieve their full potential.
Organizational Status
Reports to the Service Centre Senior Manager. Manages the performance development of the Support Specialists pertaining to user support.
Partners across the ISC to improve functionality of solutions, providing service expertise regarding service support. Partners closely with leadership across the UBC community to align objectives.
Work Performed
1) Develops and mentors Support Specialists, including contributing to all aspects of the team member lifecycle (e.g., hiring, training, coaching, etc.)
- Leads performance conversation process with Support Specialists.
- Provides career planning advice creates development plans to help SS achieve their career goals, including assigning work which leverages their skills and provides them with opportunities for learning.
- Motivates SS and encourages participation in performance development activities.
- Manages performance development and evaluation in partnership with HR and the Senior Manager.
2) Provides operational oversight on ISC product and services support within the Service Centre:
- Oversees the operations and day-to-day delivery of the Service Centre responsible for supporting students, faculty, staff, to navigate and answer questions related to business processes supported by the ISC.
- Responsible for meeting service level agreements, and quality and cost metrics.
- Responsible for creating, revising, and disseminating work schedules to ensure Service Centre meets service level commitments for response times.
- Identifies the requirements to revise and update support processes as necessary, securing stakeholder agreements and approval to meet defined service levels.
- Responsible for ensuring the Service Centre is equipped with necessary knowledge and tools required to effectively troubleshoot queries.
- Develops and implement policies, procedures, standards and controls related to operational efficiency, compliance, service risk mitigation, and continuous improvement within the ISC.
- Monitors metrics and performance of the service and product; interprets trend analyses and feedback from the UBC community to improve Service Centre services.
- Ensures alignment between the Service Centre and the broader ISC and recommends process improvements based on feedback, analytics and use cases.
3) Develops influential partnerships across the ISC Unit to improve Service Centre support.
- Partners across the UBC community to inform leading prac
-
Service Desk Analyst I
6 months ago
British Columbia, Canada SNDL Full timeJob Title Service Desk Analyst I - Job Description About SNDL SNDL is the largest private sector liquor and cannabis retailer in Canada with retail banners that include Ace Liquor, Wine and Beyond, Liquor Depot, Value Buds, and Spiritleaf. As a licensed cannabis producer and one of the largest vertically integrated cannabis companies in Canada specializing...
-
Virtual Medical Office Coordinator
6 months ago
Vancouver, Canada Ginger Desk Full time**Virtual Medical Office Coordinator** **Ginger Desk gets practitioners back to doing what they love. Treating patients.** Ginger Desk provides Virtual Assistants (VAs) who are pre-trained, trusted professionals in medical administration. We pride ourselves on delighting patients and practitioners. We have the efficiency of an automated service, **but with...
-
Virtual Medical Administrative Coordinator
6 months ago
Vancouver, Canada Ginger Desk Full time**Virtual Medical Administrative Coordinator** **Ginger Desk gets practitioners back to doing what they love. Treating patients.** Ginger Desk provides Virtual Assistants (VAs) who are pre-trained, trusted professionals in medical administration. We pride ourselves on delighting patients and practitioners. We have the efficiency of an automated service,...
-
Virtual Medical Administrative Coordinator
6 months ago
Vancouver, Canada Ginger Desk Full time**Virtual Medical Administrative Coordinator** **Ginger Desk gets practitioners back to doing what they love. Treating patients.** Ginger Desk provides Virtual Assistants (VAs) who are pre-trained, trusted professionals in medical administration. We pride ourselves on delighting patients and practitioners. We have the efficiency of an automated service,...
-
Executive Assistant
7 months ago
Vancouver, Canada Ginger Desk Full time**About Us**: Ginger Desk, a virtual assistant company for health practitioners and a diverse and inclusive workplace, is seeking an Executive Assistant to be the right hand of our CEO. In this pivotal role, you will provide essential support to our CEO, helping manage the administrative needs of our growing organization. As we continue to scale Ginger Desk,...
-
Manager, IT Service Desk
6 months ago
Vancouver, Canada Vancouver Full timePOSITION SUMMARY : The Aquilini Group (AG) encompasses a wide range of businesses, among them Canucks Sports & Entertainment (CSE). The Manager, IT Service Desk will lead the service desk team and play a crucial role in planning and coordinating the provision of user applications and systems essential for smooth business operations. The Manager, IT...
-
Manager, IT Service Desk
6 months ago
Vancouver, Canada Doctors of BC Full timeAt Doctors of BC our vision is to promote a social, economic, and political climate in which members can provide the citizens of BC with the highest standard of health care, while achieving maximum professional satisfaction and fair economic reward. Together, we make a difference so our doctors can make theirs. Join us today! **THE JOB**:Manager, IT...
-
Manager, IT Service Desk
6 months ago
Vancouver, Canada Canucks Sports & Entertainment Full time**Position**:Manager, IT Service Desk **Department**:Information Technology **Reports to**:Director, Technology ***: This role will focus on: - Leading and managing the IT Service Desk team, fostering a culture of excellent customer service and high performance - Overseeing a team responsible for maintaining optimal functionality of user components,...
-
Manager, IT Service Desk
6 months ago
Vancouver, Canada Canucks Full time**Position**: Manager, IT Service Desk **Department**: Information Technology **Reports to**: Director, Technology ***: **This role will focus on**: Leading and managing the IT Service Desk team, fostering a culture of excellent customer service and high performance Overseeing a team responsible for maintaining optimal functionality of user components,...
-
Analyst, Service Desk
7 months ago
Vancouver, Canada Morguard Full timeMorguard is looking for an Analyst, Service Desk to join our team at the Vancouver Regional Office! The Analyst, Service Desk is accountable to the Manager, Service Desk for responding to, resolving and tracking end user questions and technical issues in accordance with the Service Level Agreement (SLA) of IT Service Desk. **DUTIES AND...
-
Assistant Manager
1 week ago
Vancouver, Canada Onni Group Full timeAre you passionate about technology, leadership, and providing top-notch IT support? We’re looking for an enthusiastic and driven **Assistant Manager - IT Service Desk** to oversee daily operations, support systems, and drive innovation in a fast-paced, collaborative environment. **Perks & Benefits**: - Competitive pay & a Comprehensive Benefits...
-
Department Manager, Centre of Store
3 months ago
University of British Columbia (Vancouver campus), Canada Save-On-Foods Full timeWith over 175 stores and nearly 22,000 team members, Save-On-Foods is Western Canada’s largest grocery retail company. Committed to its core values of service, people, innovation, fun and integrity, Save-On-Foods is known for its World Class Team that goes the extra mile for its customers, team members, and communities. A division of Pattison Food Group...
-
Health Gateway Service Desk Manager
6 months ago
Vancouver, Canada Total Systems Solutions Consulting Inc. Full time**Health Gateway Service Desk Manager** Total Systems Solutions Consulting Inc. represents an association of independent IMITS Consultants based in British Columbia. We are seeking a Senior Support Lead for the Provincial Health Services Authority, Province of British Columbia. You must be available to work 100% remote full-time for 37.5 hours per...
-
IT Service Desk Team Lead
4 months ago
Vancouver, Canada E-Comm 9-1-1 Full time**WHO WE ARE** At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve. *** **OUR VALUES** RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION We are looking for a proactive and experienced **IT Service Desk Team Lead** to join our Technology Services division....
-
Service Desk Team Lead
6 months ago
Vancouver, Canada Vancouver Community College Full time**Pclass #** - S9969**Who We Are** - We acknowledge that Vancouver Community College (_ - VCC_ - ) is located on the traditional unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) peoples who have been stewards of this land from time immemorial._ - For over 55 years, _ - VCC_ - has been...
-
Service Desk Team Lead
6 months ago
Vancouver, Canada Vancouver Community College Full time**Pclass #** - S9969**Who We Are** - We acknowledge that Vancouver Community College (_ - VCC_ - ) is located on the traditional unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) peoples who have been stewards of this land from time immemorial._ For over 55 years, VCC has been a leader...
-
Service Desk Analyst
7 months ago
Vancouver, Canada CDW Full timeAs a Service Desk Analyst, you will be part of our Modern Workspace Managed Services team and play a vital role in ensuring our clients receive a best-in-class Service Desk experience. Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary...
-
Front Desk Manager
7 months ago
Vancouver, Canada Suki's Salons Full timeSuki's is currently hiring a Front Desk Manager for our Downtown location! Our Culture: We believe our customers always deserve to receive the highest level of quality service We believe teamwork is the most important trait to being successful We believe in running a profitable venture We believe constant education is a fundamental part of life We believe...
-
Service Desk Technician
6 months ago
North Vancouver, Canada Seaspan ULC Full timeWe are seeking a highly motivated and customer-oriented IT Service Desk Technician to join our team. This position will be embedded within our business, providing technical support, and maintaining efficient IT operations while prioritizing exceptional customer service and aligning IT activities with our overall business objectives. As a service desk...
-
Service Desk Technician Ii
6 months ago
Vancouver, Canada Vancouver Community College Full time**Pclass #** - S9913**Who We Are** - We acknowledge that Vancouver Community College (_VCC_) is located on the traditional unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) peoples who have been stewards of this land from time immemorial._ For over 55 years, VCC has been a leader in...