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IT Support Operations Manager

3 months ago

Prince George, British Columbia, Canada College of New Caledonia Full time

Position Overview: The Service Desk Supervisor plays a pivotal role in overseeing the daily operations of the Service Desk team, ensuring high-quality support and efficient service delivery. Reporting directly to the Chief Information Officer, this position is essential for guiding the team and making informed decisions that enhance operational performance.

Key Responsibilities:

  1. Deliver comprehensive end-user support, addressing service requests, resolving technical issues, and managing user devices effectively.
  2. Oversee IT ticketing processes, including the management of ticket queues and adherence to service level agreements.
  3. Drive improvements in service delivery by developing and implementing standards and process enhancement initiatives.
  4. Allocate resources efficiently to maintain optimal service levels across the Service Desk.
  5. Facilitate the onboarding process for new Service Desk personnel and provide leadership across the IT department.
  6. Establish IT asset management standards and procedures to align with business needs and mitigate risks.
  7. Plan and execute asset verification tasks to ensure compliance and accuracy.
  8. Assist IT leadership in defining strategic objectives and communicate these to team members.
  9. Oversee the creation of staff work plans to ensure alignment with departmental goals.
  10. Contribute to the formulation of departmental policies and procedures to standardize processes across the organization.
  11. Generate performance reports for the Service Desk to inform IT management.
  12. Coordinate with business stakeholders to consolidate upcoming software requirements.
  13. Manage the scheduling of desktop image updates to ensure they meet organizational needs.
  14. Facilitate the procurement of standardized IT assets in collaboration with IT management.
  15. Act as a key escalation point for issues faced by front-line IT support staff.
  16. Evaluate and recommend audio/visual solutions to management based on operational needs.
  17. Lead project planning efforts, including defining scope, scheduling, and organizing project meetings.
  18. Analyze existing processes to provide recommendations for enhancing operational efficiency.
  19. Coordinate testing, changes, upgrades, and new deployments to ensure seamless future operations.
  20. Conduct routine maintenance on Identity and Access Management technology infrastructure.
  21. Create and maintain technical documentation to support operational activities.
  22. Implement industry-standard security practices to safeguard information systems and applications.
  23. Foster a collaborative work environment by engaging positively with students and colleagues.
  24. Perform additional related duties as required.

Qualifications:

  1. A Bachelor's degree in Computer Engineering, Computer Science, or a related field, or a combination of relevant diploma and professional certifications.
  2. A minimum of four years of experience in IT support services, focusing on user issue resolution and service request fulfillment.
  3. Experience in the post-secondary education sector or public service is advantageous.
  4. Proven leadership experience in supervising technology professionals.
  5. Familiarity with project release planning and IT frameworks such as ITIL.
  6. Strong project management skills with a focus on continuous improvement.
  7. Ability to manage risks and issues effectively, ensuring adherence to project timelines.
  8. Excellent communication skills for engaging with diverse stakeholders.
  9. Proficient in assessing and implementing various technical solutions.
  10. Experience with role-based access controls and data security practices.
  11. Understanding of networking principles for virtual environments.
  12. Ability to manage VoIP and video conferencing systems within an enterprise context.
  13. Commitment to service excellence and teamwork.
  14. Strong written and verbal communication skills.