IT Service Desk Manager

2 weeks ago

Ottawa, Canada Canadian Blood Services Full time

**Job category**: Information technology
**Job posting ID**: 4722

**Employment status**:Regular full-time
**Position's anticipated start date**: 2023-08-01

**Classification**:PTS/MGT/IT B
**Salary/Rate of pay**:$105,000 - $121,000

**Application deadline**: 2023-07-14

**Together, we can make all the difference in the lives of others.**

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

If you are looking for a rewarding experience with a values and mission-driven team, join Canada’s Lifeline and make a meaningful difference.
- We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play._

**About the role**
Canadian Blood Services is looking for a **Regular full-time** **IT Service Desk Manager** to join our dynamic **IT Infrastructure Operations & Delivery** team.

The IT Service Desk Manager is responsible for the management and direction of a team of IT professionals consisting of Client Support Analysts and for related ITIL practices. The National Service Desk is the face of IT at Canadian Blood Services; responsible for providing timely, thorough and professional support to Canadian Blood Services employees on IT matters. The team is also responsible for governing Incident, Change and Problem Management through an ITIL framework.

**Key Responsibilities Include**:
**Staff Management**
- Accountable for managing a team of technical resources who provide support (7 days x 24 hours x 365 days) to CBS employees through IT service requests and incident intake processes.
- Ensures that the embedded Service Desk Operations team provides guidance and mentorship to the Client Support Analysts.
- Ensure that staff are provided with adequate continuous training and development.
- Conduct employee performance review and provide performance and appraisal rating.

**Financial**
- Forecast and manage the cost structure of IT National Service Desk, ensuring that an adequate budget is allocated to provide the required services. Provide suggestions for cost saving opportunities on the budget.

**Incident Management**
- Through the outage coordination role, ensure that outages are communicated in a timely manner to appropriate teams. Provide facilitation role for outages.

**Strategy/Stakeholder Engagement**
- Continually looks for process improvements in the delivery of services to clients.
- Present updates on issues, recommendations and service levels to the IT management team on a regular basis.
- Ensures that technical quality of work performed meets customer needs.
- Establishes and maintains collaborative working relationships with client groups within and outside of IT.
- Provide strategic and technical advice, identify issues, risks and recommendations to project teams, stakeholders, and senior management.
- Where applicable, drive automation of manual tasks or processes.

**Compliance**
- Ensure that all required documentation is written and maintained according to procedures.
- Drives IT participation and adoption of ITIL practices such as Incident, Problem and Change Management.
- Ensure IT and Quality best practices and procedures are followed to maintain stable, secure and effective systems and infrastructure.

**Qualifications**:
**Education, Training and Experience**:

- Post-secondary level education in a relevant discipline from recognized academic institution, preferably a University Degree in Computer Science, Information Systems, or equivalent.
- Minimum of 5 years management experience in leading a multi-disciplinary team of IT staff.
- Experience in providing prompt, professional IT Services in a time sensitive environment.
- Experience with building customer/business relationships.
- An equivalent combination of education, training and experience may be considered.

**Demonstrated Competencies, Knowledge, Skills and Abilities**:

- Ability to work off-hours during major outages when required.
- Ability to calmly and efficiently manage service outages requiring immediate attention.
- Advanced organizational, communication and interpersonal skills.
- Ability to manage team workload and track allocation of resources to ensure high priority deliverables are completed in a timely manner.
- Experience in maintaining and managing the operations of an ITSM platform such as Ivanti would be an asset.
- Experience partnering with a wide variety of business and IT levels and experience backgrounds.
- Ability to convey technical information to non-technical audiences.
- Flexibility is required to independently work with

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