Manager, IT Service Delivery

2 weeks ago

Ottawa, Canada Royal Canadian Mint Full time

The Royal Canadian Mint is hiring a Manager, IT Service Delivery who can thrive in a dynamic and inclusive environment.

Reporting to the Senior Manager, IT Operations & Service Delivery, the Manager is responsible for leading staff in IT service management, customer service, and problem solving and will incorporate new processes or initiatives to deliver on objectives. The role manages the coordination of resources to ensure that work objectives are consistently met and that the Service Delivery team can achieve customer and operational excellence. Attention should be paid to continually maturing the organizational ITSM rating, and service delivery excellence. The Manager will be responsible for managing a team of approximately 12 people.

**Essential Duties and Responsibilities**:

- Set a high standard of service desk performance. Create and promote a positive, customer-focused attitude within the Service Desk that projects a helpful and supportive conduct to all users.
- Manage staff, including: establishing and communicating performance expectations, determining training and development needs, and managing performance. Provides functional direction to the IT Service Delivery Desk resources at both the Ottawa and Winnipeg facilities.
- Manage and assume responsibility for the overall ownership, monitoring, tracking and quality assurance for all IT Incidents and Service Requests.
- Manage the IT-related components for annual employee meetings, town halls, board meetings, facilities projects, and workforce changes.
- Responsible for the life-cycle management of all IT supported end user hardware and software.
- Proactively ensures training of end users in the effective use of technology-related devices, including computer hardware/software and mobile technology. Educates end users and team members on the handling of sensitive data and general IT security awareness practises.
- Contribute to the development of a multi-year IT roadmap and strategic planning activities as well as budgeting and forecasting activities.
- Develop an effective and workable framework for managing and improving customer IT support in the organization. Advises management on situations that may require additional client support or escalation.

**Requirements**:

- University degree in related area
- Minimum of 7 years of related business experience
- Minimum of 5 years of progressive management experience
- ITIL v3 Certification (Foundation or higher) highly desired
- Service Desk Manager Certification (HDI) is a plus
- In-depth knowledge of service desk operations to include: Windows Operating Systems, Mac OS(x), MS Office Suite, LAN/WAN operations, Citrix, PC imaging, remote administration tools, mobile platforms, basic server operations
- Strong knowledge of Footprints, SCSM, or similar ticket tracking and documentation system
- Proven analytical and problem-solving abilities
- Experience managing a team of IT professionals located in multiple locations
- Excellent customer service skills
- Bilingual (English and French) mandatory

The health and safety of our employees is a top priority. The Mint has developed significant and rigorous safety protocols to address the COVID-19 pandemic.

**Ready to mint your career?

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