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Manager, Enterprise Client Services IT Service Desk

3 months ago

North York, Canada Seneca Polytechnic Full time

**Join the Renewed Seneca, The Next Seneca.**:
Guided by _The Next - A Strategic Plan for Seneca Polytechnic_, we offer a working environment that is innovative, flexible and encourages risk-taking. Joining Seneca Polytechnic brings opportunities for professional development and career growth. We focus on health and wellbeing in all its forms to provide a great employee experience.

Are you an experienced and innovative IT support professional with a passion for delivering excellent client service?

Join our team as the Manager, Enterprise Client Services, where you will lead a team in providing prompt and robust IT support for Seneca’s 60,000+ students and employees. Reporting to the Head of Enterprise IT Client Services, you will take charge of identifying, developing, and implementing systems and enhancements to continuously improve Seneca’s in-person and digital IT service desk. Key duties include ensuring timely resolution of technical issues, implementing best practices, managing escalations, and collaborating with cross-functional teams to optimize service delivery for both employees and students.

**Here's What’s on Your Horizon**:

- Champion service delivery efficiency by identifying opportunities for continuous process improvement and automation.
- Oversee service desk metrics and KPI’s, such as first call resolution, abandon rate, ticket volumes, average call response time and customer satisfaction responses.
- Manage vendor relationships and contracts related to service desk tools, software, and services, ensuring alignment with the institution’s needs and objectives.
- Lead incident and problem resolution processes to minimize disruptions, collaborating with technical teams to identify root causes and implement preventive measures.
- Develop and maintain a comprehensive service catalog and knowledgebase and communicate service offerings and capabilities to the Seneca community.
- Lead and develop a strong and successful team by providing training, guidance and support, performance management, and professional development opportunities.

**Are You Our Ideal Manager of Enterprise Client Services?**:
We are looking for an excellent communicator and problem solver with a focus on cutting-edge client service. In addition, we have the following qualifications in mind:

- 5+ years of experience in IT support, including experience operating an IT help desk or IT service desk. Experience working with ServiceNow would be an asset.
- A post-secondary diploma or degree in Information Technology, Computer Science, or a related field. Additional certifications in Information Technology Infrastructure Library (ITIL) and/or Six Sigma would be an asset.

**As part of our commitment to dismantling barriers to success, Seneca may consider applicants with an equivalent combination of education and experience.**

Note: A skills assessment will be administered during the recruitment process.

**Job Details**

**External Posting Date**:June 18, 2024
**External Closing Date**: June 24, 2024
**Pay Range**: Admin Pay Grade C: $106,339 - $143,557 (Hiring Range: $106,339 - $124,948)
**Hours**:37.5 hours per week
**Work Type**:On-site
**Shift**: Monday to Friday (8:00 AM - 4:00 PM)
**Ideal Start Date**: 7/22/24
**End Date**:
**Job Type**:Full-time, Permanent

**Seneca Polytechnic at a Glance**:
Seneca Polytechnic is Canada’s leading polytechnic with over 4300+ employees, 40,000 full-time students and 23, 400 part-time and continuing education students. With over 55 years since opening its doors for the first time, Seneca Polytechnic is dedicated to getting our students career
- and world-ready. We offer an education that has no boundaries. And we create great flexible experiences for those who study and work here. The student experience. The employee experience. The community experience. The Seneca experience is a differentiator. As Canada’s leading polytechnic, our core mission is our North Star: we provide a great education that builds great careers for our graduates. We make a difference so they can make a difference.

None of this happens without the exceptional employees of Seneca - the faculty, support staff and administrators - who show their commitment to our students and their success every day. We are excited about what the future holds. Come help us build The Next for Seneca Polytechnic. Embrace innovation. Challenge the status quo. Lead. That’s Seneca Polytechnic.

**Our Commitment**:
**Accessibility**: