Service Desk Operations Manager

4 weeks ago

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

Position Overview

Reporting directly to the Chief Information Officer, the Service Desk Supervisor is tasked with providing leadership and strategic direction to the Service Desk team. This role encompasses critical decision-making responsibilities related to service desk operations and performance metrics. The Supervisor will be instrumental in scheduling and managing projects undertaken by the Service Desk team, while also establishing and prioritizing the standards and procedures that govern their work. A key aspect of this position is to enhance awareness and adherence to existing protocols within the College of New Caledonia community.

Key Responsibilities

Primary Duties Include:

  1. Overseeing the delivery of user support services, including the fulfillment of service requests and resolution of technical issues.
  2. Managing IT ticketing processes, including oversight of ticket queues and adherence to service level agreements.
  3. Driving improvements in service delivery through the establishment of best practices and process enhancement initiatives.
  4. Allocating resources effectively to maintain optimal service levels within the Service Desk.
  5. Facilitating the onboarding process for new Service Desk personnel and providing leadership support to the broader IT department.
  6. Developing standards and procedures for IT asset management to align with business needs and mitigate risks.
  7. Coordinating asset verification and maintenance activities.
  8. Assisting IT leadership in defining strategic objectives and communicating these to team members.
  9. Supervising the creation of staff work plans and performance evaluations.
  10. Contributing to the formulation of departmental policies and procedures to ensure consistency and adherence to standards across the organization.
  11. Preparing and presenting Service Desk performance metrics to IT leadership.
  12. Collaborating with business stakeholders to gather and consolidate upcoming software requirements.
  13. Scheduling and verifying desktop image updates to ensure alignment with business objectives.
  14. Coordinating the procurement of standardized IT assets in collaboration with IT management.
  15. Acting as an escalation point for complex issues faced by front-line IT support staff.
  16. Evaluating audio/visual solutions and providing recommendations for procurement.
  17. Leading the development of project charters, defining project scope, timelines, and facilitating project meetings.
  18. Conducting process analyses to provide recommendations aimed at enhancing operational efficiency.
  19. Planning and coordinating testing, upgrades, and new deployments to ensure seamless operation in future environments.
  20. Executing routine maintenance on Identity and Access Management infrastructure.
  21. Creating data visualizations to effectively communicate information to decision-makers.
  22. Maintaining comprehensive technical documentation.
  23. Implementing industry-standard security practices to safeguard information systems and applications.
  24. Contributing to the College's vision, mission, and goals while supporting the needs of learners.
  25. Fostering a positive work environment through professional interactions with students and colleagues.
  26. Performing additional related duties as required.

Qualifications & Skills

  1. A Bachelor's degree in Computer Engineering, Computer Science, or a related field, or equivalent qualifications.
  2. A minimum of four years of relevant 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 preferred.
  4. Proven experience in leading and supervising a team of IT professionals.
  5. Experience in project release planning.
  6. Familiarity with IT frameworks such as ITIL.
  7. Ability to develop and implement effective project management processes and continuous improvement initiatives.
  8. Proficient in risk management and issue resolution, ensuring adherence to project plans.
  9. Strong communication skills for engaging with stakeholders across various levels of the organization.
  10. Capability to evaluate different technological solutions and assess their effectiveness.
  11. Experience with scripting languages for task automation.
  12. Knowledge of access management practices and role-based controls.
  13. Ability to select and maintain appropriate audio/visual equipment.
  14. Understanding of networking principles related to virtual environments.
  15. Experience with backup software and strategies.
  16. Proficient in managing VoIP and video conferencing systems.
  17. Ability to troubleshoot software compatibility and support issues in diverse environments.
  18. Commitment to service excellence and collaborative teamwork.
  19. Ability to work effectively with a diverse range of individuals and departments.
  20. Excellent written and verbal communication skills.

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