System Services Manager Contact Centre

3 months ago

Edmonton, Canada Canadian Mental Health Association Edmonton Region Full time

**Identifying Information**

Job Title: System Services Manager Contact Centre

Program Area: Crisis & Navigation

Job Level: Program Manager

Reports to: Senior Director, Service Systems

Salary : $75000 - $85,000

Job Type : Permanent Full Time

**Organization Summary**

CMHA Edmonton is a non-profit organization that envisions mentally healthy people in caring communities. We work to increase awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long term and affordable housing; peer connections; suicide grief and family support; advocacy and wayfinding; and providing opportunities to improve your wellness.

Join us and make a difference in the lives of individuals and families affected by mental illness and stressful situations including abuse, violence, and suicide.

**Job Summary**

The System Manager plays a pivotal role in overseeing and maintaining the organization's Contact Center IT infrastructure, ensuring smooth and efficient operations of all systems and networks.

The System Service Manager is responsible for ensuring the efficient and effective delivery of IT services to meet the needs of the organization. They oversee the planning, implementation, and management of service delivery processes, ensuring high levels of customer satisfaction and operational excellence.

This leadership position requires a strategic mindset, strong operational skills, and the ability to drive continuous improvement service delivery. This position reports to Senior Director, Service System and works closely with program managers and team leads in the Navigation Services (211) and Crisis (Distress Line, 988) programs.

**Job Duties and Responsibilities**

**Service Delivery Management**: Develop and implement service delivery strategies, processes, and standards to meet the organization's IT service requirements. Ensure that services are delivered in accordance with agreed-upon service level agreements (SLAs) and performance metrics.

**Service Desk Management**: Lead and manage the service desk team responsible for providing technical support and assistance to end-users. Monitor service desk performance, prioritize incidents and service requests, and ensure timely resolution and escalation as needed.

**Incident and Problem Management**: Oversee the incident and problem management processes, including the identification, logging, categorization, prioritization, and resolution of incidents and problems. Implement measures to minimize service disruptions and improve system reliability.

**Change and Release Management**: Coordinate and manage changes to the IT environment through the change management process. Ensure that changes are assessed, authorized, and implemented in a controlled manner to minimize risk and impact on services.

**Service Improvement Initiatives**: Identify opportunities for service improvement and optimization based on feedback, performance data, and industry best practices. Drive continuous improvement initiatives to enhance service quality, efficiency, and effectiveness.

**Contact Centre Workforce Management**: ensuring that workload is balanced with agent availability and skills to achieve optimal service levels. Involves forecasting and scheduling; working with supervisors and managers to ensure compliance, training and development.

**Service Reporting and Analysis**: Generate regular reports and metrics on service performance, trends, and KPIs. Analyze data to identify patterns, root causes, and areas for improvement, and communicate findings to stakeholders to support decision-making and planning.

**Performance Monitoring and Optimization**: Monitor system performance and capacity, identifying areas for improvement and optimization. Implement measures to enhance system efficiency, scalability, and reliability.

**Relationship Building**: Build and maintain positive relationships with internal and external stakeholders, including third party vendors and service providers. Act as a single point of contact for service-related inquiries and escalations.

Additionally, the manager will be responsible for performing other duties as assigned by their manager to support the program area objectives and organizational goals.

**Qualifications**:

- Bachelor’s degree in information technology, Computer Science, or related field; master’s degree preferred.
- Proven experience (5-7years) in IT service management, with a focus on service desk operations, incident management, and service delivery.
- Excellent leadership, communication, and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
- Analytical mindset with the ability to analyze complex data, identify trends, and make data-driven decisions to improve service quali

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