Team Manager, Deskside Services

3 weeks ago

Melville, Canada Saskatchewan Crop Insurance Corporation Full time

**What you'll do**:

- Reporting to the Executive Director, Information Technology, this position is responsible for leading the Service Desk and Technical Analyst team, to ensure the corporation is operating and performing in accordance with the corporate strategic plan.
- Day to day direction and management to technical support team, including coordination of work, inclusive of formal and informal coaching and training.
- Researching new technologies, patch management, deployment of end user devices and software, inventory management and purchasing decisions.
- Provide technical knowledge to system’s technicians and users, and is responsible for technical projects and documentation.
- Deliver corporate end user hardware, software, maintenance and security required for the corporation to operate in accordance with the corporate strategic plan.
- Ensure corporate hardware devices and software services are available to the corporation.
- Involved in the disaster recovery planning of SCIC’s communications systems, and critical resources such as filing serving, web servers and firewalls.
- Research the technical aspects, such as hardware and system designs. Use this research to accurately assess the potential of new technologies, provide analysis on the industry directions, develop pulots and prepare future strategies for the corporation.
- Ensure that implemented ITIL processes are followed, monitored, and reviewed on a regular basis to ensure proper reporting of service levels are maintained.
- Provide advanced technical support and guidance for Service Desk and Technical Analyst technicians.
- Analyze technology use patterns within the corporation; develop administration policies, budgeting, strategies, and technology strategies, based on requirements.
- Maintain, configure and enhance the Service Desk system to provide an exceptional corporate user experience.
- Responsible and accountable for corporate end user’s hardware devices and software; ensuring inventory management and disposal procedures are followed.

**Qualifications**:

- To be successful in this position you will need a diploma or degree in Computer Science, supplemented by 5 to 8 years of extensive related experience and ITIL Certified on various processes. An equivalent combination of education and experience may be considered.
- Management experience in one or more of the following areas: software development, technical architecture, leadership, business relationship management and business process management.
- Knowledge and experience with corporate strategy to understand the need for, and the ability to develop and integrate marketing, process management, IT operations, infrastructure and process management all together.
- Advanced knowledge of end user hardware, software architecture and designing systems with disaster recovery components to meet business needs.

**Conditions**:

- A criminal record check is required.

**Competencies**:

- **Service Excellence**:Develops and implements practices and programs that will benefit the organization while improving customer satisfaction and customer experience. Evaluates service delivery and makes recommendations to enhance the customer service experience.
- **Personal Leadership and Development**:Models integrity and inclusiveness by being open, acting with empathy, sharing resources/knowledge across teams and being respectful of all skills and viewpoints. Demonstrates integrity, openness and inclusiveness by treating self and team members with respect and empathy.
- **Strategic Thinking**:Translates the strategic direction, including vision, mission and values into effective strategies. Helps others understand how their work goals and activities relate to the organization’s vision, mission and strategic direction.
- **Decision Making**:Identifies and plans for the impacts or implications of decisions in the current and future environment. Explains the rationale for decisions and how it may impact the workplace.
- **Innovation**:Creates a culture that supports taking responsible risks and one where change is expected and supported. Looks at problems or issues from a variety of angles. Seeks opportunities for innovation and continuous improvement.
- **Analytical Thinking**:Predicts the need for change based on organizational circumstances. Reflects on past experience and organizational practices and processes to develop consistent action plans.
- **Team Collaboration**:Capitalizes on the strengths and skill sets of team members by aligning tasks with individual strengths. Promotes an inclusive environment by working successfully with a wide range of individuals.
- **Building Organizational Community**:Works independently, interdependently and participates as a contributing member across work teams. Serves as a personal model of the change that is expected of others. Communicates team objectives and accomplishments both inside and outside the team.
- **Communication**:Communicates comp

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