Manager, Service Desk

1 week ago

Vancouver, Canada QuadReal Property Group Full time

**About QuadReal Property Group**

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management total $67.1 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating companies in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

**Role Description**

The Service Desk Manager supports the continual identification, monitoring, and review of IT service levels including new service transition, maintenance, upgrades, and technology optimization. Reporting to the Senior Manager, Service Delivery, this role is responsible for managing the daily operation of Service Desk in the IT organization and ensuring that all arrangements are in place with internal IT support team and external suppliers. The Service Desk Manager will ensure that all defined services are delivered at the operational level to meet agreed service level agreements, which includes taking an end-to-end view of services and proactively sourcing opportunities for continuous improvement of service delivery.

**Responsibilities**
- Provide leadership to the Service Desk team and ensure all incidents and service requests are resolved effectively and efficiently.
- Monitor and track Service Desk performance metrics and KPIs to ensure compliance with SLAs/SLOs and CSAT targets.
- Identify and implement continuous service improvements for people, processes, and technology.
- Plan, socialize and manage Stand-by/ On-Call schedule for the Service Desk team to ensure 24x7x365 IT coverage for all QuadReal employees and locations.
- Establish and manage team and individual performance goals on a quarterly basis or more frequently as required.
- Provide feedback, coaching, and mentoring support for the Service Desk team including onboarding, career development, and performance improvement, including review and analysis of individual assigned tickets.
- Produce, analyze, make improvement recommendations, and present Monthly Operating Reports to IT leadership and other stakeholders on a monthly basis.
- Function as the point of contact for first-level escalation of critical and high-priority incidents, including participating in major incident management and post-incident reviews as assigned.
- Promote a culture of continuous improvement, operational efficiency, and effectiveness to deliver an exceptional and consistent employee experience.
- Create and foster a customer centric and continuous improvement culture within the Service Desk team to deliver an outstanding employee experience with every interaction.
- Collaborate and communicate with a multitude of stakeholders including end users, peers, vendors, and leaders.
- Create, maintain, contribute, and promote relevant Service Desk documentation using QuadReal’s knowledge repository including but not limited to the publication of knowledge articles/knowledge sharing/Standard of Procedure/Process & Procedures/User guidelines/training materials, etc.
- Ensure asset and inventory management records are maintained and up to date as defined by QuadReal asset management standards.
- Proactively escalate issues to the appropriate support group or management as applicable.
- Ensure compliance with all QuadReal policies, procedures, and standards including IT, Cyber Security, and Privacy.
- Stay current with industry technology trends and advancements; be proactive to recommend technology updates while maintaining technical knowledge for current support responsibilities.
- All other duties as assigned.

**Experience and Qualifications**
- 10+ years of proven enterprise experience in technical support or service desk role.
- College diploma in Computer Science, Information Technology, or a related field is required.
- 5+ years of proven experience in a Service Desk management or supervisory role, or similar leadership role with proven people management experience.
- Service & process-oriented and data-driven mindset to create business value for service delivery.
- Deep understanding of IT and support processes
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong interpersonal verbal & written communication, and customer service skills.
- Team-oriented and skilled in working within a collaborative environment.
- Proven record in driving continuous service improvement.
- ITIL certification is required. Relevant certification(s) are considered an asset.
- Six Sigma or TQM certification is considered an asset.

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