Manager, Information Technology Service Centre

4 weeks ago

Toronto, Canada Toronto Transit Commission Full time

**JOB INFORMATION**
**Requisition ID**: 9533
**Number of Vacancies**: 1
**Department**: Information Technology Services (20000014) - IT Customer Services (30000037)
**Salary Information**: $114,168.60 - $142,669.80
**Pay Scale Group**: 11SA
**Employment Type**: Regular
**Weekly Hours**: 35, **Off Days**:Shift**:
**Posted On**: May 29, 2024
**Last Day to Apply**: June 5, 2024
**Reports to**:Director, IT Customer Services

The Toronto Transit Commission (TTC) is North America's third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC's vision is to be a transit system that makes Toronto proud. The TTC's recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."

**Career Opportunity**

A great opportunity within the Information Technology Services.

**What You Will Do**

Reporting to the Director - IT Customer Services, the incumbent is responsible for overseeing and coordinating the activities of the IT Service Center Support section in order to effectively manage customer expectations, setting the organizational standard for customer engagement, setting up IT Service Center to serve as a communication channel between customers and the IT organization, and, whenever possible, provide a first-contact resolution for customers.

In addition, the incumbent is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and, service as the face, or voice, of the organization to customers.

Manager - IT Service Center is responsible for building a strong, healthy service center team which is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

Your primary responsibility is to meet targets and expectations for customer service and support performance and some of the other key areas are Resource Management, Incident Management tasks, Incident handling and resolution process, Service Request practice, Inventory Management practice, Service Management, Hardware and Software Lifecycle Management and Training.

One of your most important responsibilities is to help support business-wide and IT objectives to ensure that the Service Center is appropriately involved in any new initiatives and that it’s actively helping to improve IT and business-wide services.

Regular and effective communication between the you and senior management is a mandatory requirement to ensure that the Service Center is aware of and represented on all initiatives or changes that impact service.

In addition to the above, you will be responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed (within their area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service provider and an employer and perform related duties as assigned.

**What Skills You Bring**
- Communicate in a variety of mediums
- Create, document, and manage information and records
- Maintain documentation and historical records

**What Qualifications Do You Bring?**
- Bachelor’s degree in Computer Science, Information Systems, or a related area. Equivalent combination of education and progressive, relevant, and direct experience may be considered in lieu of degree requirement.
- Extensive experience in IT with strong technical infrastructure experience is required.
- Considerable supervisory experience required.
- Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for the service center and the ability to set the long-term direction of the team.
- Ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to market and promote the service center and to advocate for necessary resources, support, and appreciation for the service center.
- A complete understanding of the organization’s business.
- An ability to think critically about systems and to make adjustments consistently as needed.
- The ability to manage time effectively while setting the tone of the team through modeling and leadership.

**What We Offer**
- Commitment

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