Information Technology Service Desk Lead

1 month ago


Winnipeg, Canada ThoughtStorm Inc Full time

Manitoba Hydro requires the onsite and/or hybrid services of a full-time Service Desk Lead / Manager to manage the daily operations of the IT Service Desk and deliver the following:

- Manage and ensure the Service Desk contractor is meeting the required performance objectives, including Service Level Management; perform contract management duties as required.
- Main point of contact for any escalation issues from Service Desk contractor or internal clients. Attend weekly Service Level and Knowledge Management meeting and bi-weekly survey review meetings.
- Efficient in using SmartIT / MidTier (Remedy) and ServiceNow to create reports and dashboards to review and investigate Incident, Knowledge and Problem tickets. PowerBI experience is an asset.
- Develop strategic and operation directions related to the on-going planning, operation, consultation, and management of Manitoba Hydro IT Service Desk.
- Act as an advocate for IT Service Desk to support process improvements.
- Represent the IT Service Desk in various department initiated and multi-department projects.
- Responsible for on-boarding and terminations of ServiceDesk contractors
- Work with the ServiceNow ITSM project to transition the Service Desk from SmartIT / MidTier (Remedy) to ServiceNow.

**Experience and qualifications**:
The proposed personnel should have the following experience and qualifications:
**Desirable Education Requirement**:

- A four-year degree in Computer Science or Commerce from a university of recognized standing plus five years of IT supervisory experience.

OR
- A two-year diploma from an institute of recognized standing plus seven years of IT supervisory experience.

**Mandatory Qualifications**:

- BMC Remedy or ServiceNow experience
- ITIL certification

**Evaluated Technical Qualifications**:

- BMC Remedy or ServiceNow experience
- PowerBI reporting knowledge

**Other Evaluated Qualifications**:

- ITIL certification
- Ability to manage confidential information and possess a mature judgement with the ability to make and implement sound decisions that affect all employees.
- Demonstrated ability to communicate technical information clearly and concisely both orally and written.
- Must demonstrate ability to work independently.
- Manitoba Hydro requires the onsite and/or hybrid services of a full-time Service Desk Lead / Manager to manage the daily operations of the IT Service Desk and deliver the following:_
- Manage and ensure the Service Desk contractor is meeting the required performance objectives, including Service Level Management; perform contract management duties as required.
- Main point of contact for any escalation issues from Service Desk contractor or internal clients. Attend weekly Service Level and Knowledge Management meeting and bi-weekly survey review meetings.
- Efficient in using SmartIT / MidTier (Remedy) and ServiceNow to create reports and dashboards to review and investigate Incident, Knowledge and Problem tickets. PowerBI experience is an asset.
- Develop strategic and operation directions related to the on-going planning, operation, consultation, and management of Manitoba Hydro IT Service Desk.
- Act as an advocate for IT Service Desk to support process improvements.
- Represent the IT Service Desk in various department initiated and multi-department projects.
- Responsible for on-boarding and terminations of ServiceDesk contractors
- Work with the ServiceNow ITSM project to transition the Service Desk from SmartIT / MidTier (Remedy) to ServiceNow.

**Job Type**: Fixed term contract
Contract length: 12 months

Pay: From $40.00 per hour

Expected hours: 40 per week

**Experience**:

- IT support: 8 years (required)
- Remedy: 8 years (required)
- Power BI: 7 years (required)
- ServiceNow: 10 years (required)

Licence/Certification:

- CompTIA A+ (required)
- ITIL Certification (required)

Work Location: In person

Application deadline: 2024-04-20
Expected start date: 2024-04-29



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