Manager Service Desk

2 weeks ago

Halifax, Canada CGI Full time

Service Desk Manager

Job Summary
The CGI SCU Service Desk (CSD) Manager will be responsible for a team of approximately ten (10) members who provide service desk functions and support for multiple banking systems to financial institutions across Canada. The CSD Manager will be a person who is keenly aware of the importance of timely and effective customer service and will work with members providing front line support, as well as internal teams and third party vendors, to ensure that is exactly what is delivered to our clients. The Manager of our service desk must maintain oversight into all ongoing operational issues that represent service impacting incidents to both our clients, and our internal teams and generally be able to verbally report on the current status of incidents to both clients and internal CGI resources. The CSD Manager will engage directly with staff in the planning, development and maintenance of Service Desk functions. The person in this role must also have the ability to help prioritize critical operational support, perform statistical analysis and trending on operational issues to help identify and mitigate risk, as well as completing tasks required to support both business development and client account management.

**Responsibilities**:
The CSD Manager will work closely with the Director of Operational Support, as well as with internal technical and development teams to gain and maintain an understanding of all core banking functions and their interdependencies. Once attained, the Manager will then be able to fully understand and recognize the potential service impacts that may come as a result of both unforeseen issues, and those introduced by ongoing change to the environment.

Minimum Qualifications
Eight plus years of increasingly responsible professional experience in supporting and managing incident and problems through to resolution, ideally in a financial services environment, with at least three years of this experience in a supervisory or management capacity. Technical knowledge/awareness of IT infrastructure and IT Development environments will also be a great asset. Other equivalent combinations of education and experience will be considered.
At least wwo plus years leading service desk operations in Banking/financial set up

Detailed Responsibilities

Manage all day-to-day aspects of the CGI SCU Service Desk, this includes:
1. Incidents are handled and resolved within established process and procedure frameworks
2. Ensure effective use of all Service Desk resources
3. Develop and manage excellent relationships with all external clients, other CGI departments, other 3rd party partners
4. Provide timely and accurate analysis and reporting

**Provide Leadership, which includes**:
1. Participate in key meetings as required.
2. Perform Service Desk HR management, supervision, and mentoring of assigned staff
3. Lead by example; be a champion of CGI values
4. Ensure a positive and service-focused environment in the CSD; including appropriate use of member recognition tools.

**Continuous Improvement**:
1. Proactively identify operational improvements throughout SCU based on incident and SLA analysis
2. As a member manager, you play a critical role introducing and fostering change within our environment. Member managers lead by example and as such, it is expected you will strive to understand the changes (their nature, intent, and rationale) and be champions for the changes. Being a champion entails understanding and embracing, communicating, dealing with resistance, and implementing. As a senior member of the business unit, your leadership and support of change is both expected, and required, to successfully achieve the objectives of your role.

**Provide SCU Management Support, including**:
1. Supporting the Director, Operational Services as well as providing support to all client facing executives on projects and initiatives as assigned
2. Provide input into business development activity
3. Being jointly responsible for overall BU success in the following areas:

- Incident Management and SLA achievement
- Availability SLA achievement (all products)

**Administration & Business Unit Process Compliance, including**:
1. Ensure all personal reporting such as timesheet, status reports, etc. are delivered in a timely and accurate fashion
2. Ensure all team reporting and administration items complete in a timely and accurate fashion
3. Adhere to all prescribed policies and procedures of CGI

Position is in Halifax, NS. One can be based anywhere in Atlantic Canada.
- LI-AD1

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and o

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