IT Support Services Manager

4 weeks ago

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

Position Overview: The Service Desk Supervisor plays a crucial role in overseeing the Service Desk team, ensuring effective service delivery and operational excellence. Reporting directly to the Chief Information Officer, this position involves strategic decision-making and performance management within the service desk environment.

Key Responsibilities:

  1. Deliver comprehensive end-user support, including the fulfillment of service requests and resolution of technical issues.
  2. Manage IT ticketing processes, ensuring adherence to service level agreements and maintaining standard operating procedures.
  3. Drive improvements in service delivery through the establishment of performance standards and process enhancement initiatives.
  4. Allocate resources effectively to maintain optimal service levels.
  5. Facilitate the onboarding process for new Service Desk personnel and provide leadership across the IT department.
  6. Develop and implement IT asset management standards and replacement strategies to align with business needs.
  7. Plan and conduct asset verification activities 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 and contribute to departmental policy development.
  10. Generate performance reports for IT management to evaluate service desk effectiveness.
  11. Coordinate with business stakeholders to gather and consolidate software requirements.
  12. Schedule and manage desktop image updates to ensure they meet organizational needs.
  13. Facilitate the procurement of standardized IT assets in collaboration with management.
  14. Act as an escalation point for complex issues faced by front-line support staff.
  15. Evaluate and recommend audio/visual solutions based on operational requirements.
  16. Lead project planning efforts, including defining scope, scheduling, and organizing project meetings.
  17. Analyze existing processes to identify opportunities for operational improvements.
  18. Plan and oversee testing, upgrades, and new deployments to ensure seamless transitions.
  19. Perform maintenance tasks on Identity and Access Management systems.
  20. Create and maintain technical documentation to support service desk operations.
  21. Implement industry-standard security practices to safeguard information systems.
  22. Contribute to the achievement of the College's vision and goals while supporting the needs of learners.
  23. Foster a positive work environment through professional communication and collaboration.
  24. Undertake additional duties as required.

Qualifications:

  1. Bachelor's degree in Computer Engineering, Computer Science, or a related field, or equivalent combination of education and experience.
  2. A minimum of four years of experience in IT support services, focusing on user issue resolution and device management.
  3. Preferred experience in post-secondary education or public sector environments.
  4. Proven leadership experience in managing a team of technology professionals.
  5. Experience in project release planning and familiarity with IT frameworks such as ITIL.
  6. Strong project management skills with the ability to implement best practices.
  7. Proficient in risk management and issue resolution.
  8. Excellent communication skills, both written and verbal, with the ability to engage stakeholders effectively.
  9. Technical proficiency in scripting and automation of administrative tasks.
  10. Understanding of networking principles and audio/visual systems.
  11. Commitment to service excellence and teamwork.
  12. Able to work collaboratively with diverse teams.

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