Senior IT Service Desk Manager
2 weeks ago
We are seeking a highly skilled and experienced Senior IT Service Desk Manager to lead our IT Service Desk team. The successful candidate will be responsible for managing the day-to-day operations of the service desk, ensuring that all IT-related issues are resolved efficiently and effectively.
Key Responsibilities:- Manage the IT Service Desk team, ensuring that all team members are trained and equipped to provide excellent customer service.
- Develop and implement IT service management processes and procedures to ensure that all IT-related issues are resolved in a timely and efficient manner.
- Collaborate with other IT teams to ensure that all IT-related issues are resolved and that the service desk is aligned with the overall IT strategy.
- Develop and manage the IT service desk budget, ensuring that all expenses are within budget.
- Ensure that all IT-related issues are documented and tracked, and that all service desk metrics are reported to management.
- Develop and implement a quality management program to ensure that all IT-related issues are resolved to the highest standards.
- Collaborate with other departments to ensure that all IT-related issues are resolved and that the service desk is aligned with the overall business strategy.
- Minimum of 12 years' experience in IT service management, with at least 8 years' experience in a management role.
- Proven experience in team supervision, workload prioritization, and technical troubleshooting.
- Proven experience in setting and managing against Key Performance Indicators (KPIs).
- Quantifiable experience in ITIL service management disciplines: Incident, Problem, and Change.
- Ability to work with, manipulate, and interpret data sets and perform analytics as needed.
- Ability to manage personal and team workloads, including management of team schedules.
- Proven ability to be able to measure and monitor the team's operational performance.
- Provide management reports and scorecards for the IT Leadership team.
- Significant experience working with high-profile customers in a demanding and time-critical environment.
- Ability to troubleshoot and understand customers' requirements to deliver the right solution to meet their needs rather than their wants.
- Process-driven, with the ability to focus on the end result and be a completer-finisher.
- Excellent written and communication skills.
- Ability to handle confidential information and use good judgment.
- Excellent training, coaching, and counseling skills.
- Knowledge of legal technology is a benefit.
- Ability to work under pressure and meet deadlines.
- Availability outside of standard working hours is a requirement.
- Must have exposure to vendor management and procurement processes, budgeting and finance processes, project and resource management, and bilingual (spoken and written French and English) is a benefit.
- ServiceNow (Incident, Change, Request, Problem, HAM, SAM)
- Qualys
- Microsoft Windows or above
- Microsoft Office
- ACD - Genesys Purecloud
- Adobe Acrobat Pro
- Apple products
- Printing solutions (desktop and MFD)
- Active Directory
- Microsoft Exchange user administration
- File transfer solutions
- Microsoft Teams
- Microsoft Authenticator
- Microsoft Intune
- iManage Work
- Client Management Systems (CMS)
- Time recording systems
- Encryption software
- Dictation recording/transcription software
- Remote working tools (VPN, Terminal Services, Microsoft AVD)
- Remote management tools (TeamViewer, SCCM)
- Microsoft Endpoint Configuration Manager (MECM) (reporting, collection management, log analysis)
- Mimecast email management
- The IT Customer Service team works a 24/7 shift pattern on a 4-hour work week.
- Candidates must be willing to participate in an 'out of hours' on-call schedule for Major Incidents.
- Candidates should be willing to work additional hours as required to fulfill the requirements of the role. This may include evening and/or weekend work.
- Hybrid work environment
- Retirement savings plan with employer contribution
- Benefit premiums paid by the firm
- Telemedicine services
- Wellness matters: Flexible health and wellness allowance that covers much more than gym memberships
- Training and development programs based on your interests and needs
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