Manager, IT Service Desk

6 months ago


Peterborough, Canada Fleming College Full time

Fleming is located in the heart of the Kawartha Lakes Region in Central Ontario, Traditional Mississauga Anishinaabe Territory and covered by the Williams Treaties,1923... a beautiful place to live and work, surrounded by natural beauty and a mere 90 minutes north-east of Toronto. The College’s 6,800 full-time and 10,000 part-time students, including hundreds of international students from countries around the world, attend at campus locations in Peterborough, Lindsay, Haliburton and Cobourg. Fleming offers more than 100 full-time programs in Environmental and Natural Resource Sciences, Fine Arts, General Arts and Science, Technology, Skilled Trades, Community Development, Health, Business, and Justice as well as other Continuing Education courses.

We are also extremely proud of our more than 85,000 Fleming alumni who are contributing to their communities in the region, across the province and around the world.

**What Are We About?**:
The Manager, Service Desk is responsible for the effective and efficient day-to-day operation of IT Customer Services provided by the Sutherland and Frost service desks supporting students, staff, and faculty at all campuses. There is direct accountability for the Learning Commons and AV-multimedia (AV/MM) functions. The incumbent is to lead our team in delivering exceptional customer support to students, staff, and faculty across all of Fleming College’s IT services. They will be responsible for managing the service desk and AV Multimedia teams, overseeing the implementation and ongoing management of a new ITSM tool (Team Dynamix), and driving continuous improvement in all service offerings. This is a key leadership role in the ITS department, requiring a strategic thinker with a passion for service excellence and technology innovation.
- Please note: This position is temporary full-time opportunity for twelve (12) months. This position is designated as 100% on site._

**For More Information**:
For a complete job description, please refer to the document found here: Job Description

¿**What We Are Looking For**:

- Three (3) year Degree or Diploma in Business Applications with a technology focus or Information Technology with a business focus.
- Technically self-sufficient and able to use a variety of software tools including ticket management systems, as well as office productivity tools (electronic calendars, spreadsheets, word-processing).
- Incumbent must have proven customer service skills and be able to guide staff and team communication toward continual improvements in service to students, staff and other clients.
- ITIL-certified or similar service management framework.
- A minimum of seven (7) years of experience including:

- Strong leadership/management skills in a unionized environment
- Experience in employee motivation, team building, and human resource management
- Complex problem-solving skills
- Experience managing multi-functions
- Experience in developing, implementing, and monitoring service excellence
- A sound decision-maker who possesses planning, analytical, and negotiation skills
- Strong and effective communicator with the ability to reconcile significantly diverse viewpoints, foster cooperation and work collaboratively within and across various departments
- Experience working with multiple internal partners
- Solid understanding of student/staff issues and their needs.
- Progressive management experience ideally in an academic environment
- Student success focus
- Strong data analysis skills Ability to foster a team environment
- **Please Note - Admin**
- Please note that in addition to the salary range listed above, you will be eligible for performance-based incentives, in accordance with the College’s administrative compensation program and practices._

**How To Apply**

**Equity, Diversity & Inclusion**
Fleming College is committed to building diverse, equitable, inclusive, and accessible learning and working environments. We welcome those who would contribute to the further diversification of our Staff, our Faculty and our Administration including, but not limited to, women, racialized persons, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity to apply.



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