IT Service Desk Operations Manager

6 days ago

Ottawa, Ontario, Canada Myticas Consulting Full time

Myticas Consulting is seeking an experienced IT Service Desk Operations Manager to lead our IT service desk operations, ensuring the highest level of IT services possible. This position supervises and maintains all details of first and second line client support, including physical service desks, work order coordination, and laptop support.

The ideal candidate will have a minimum of a three-year diploma/degree in an information technology related field and certification in ITIL. With at least five years of progressive experience in Information Technology, including managing an IT/IS technical support organization, the selected individual will have extensive front-line client service responsibilities and responsibilities delivering in a tiered response environment.

We are offering a competitive salary range of $80,000 - $120,000 per annum, depending on experience, for this exciting opportunity. The successful candidate will be responsible for administering the ITS service desk budget, coordinating and monitoring administrative duties related to inventory control, procurement, and expenditures.

This role requires excellent communication skills, with the ability to work effectively with upper management, peers, and front-line staff. The selected individual will also be able to provide presentations to senior executives about technical service delivery strategies, issues, and options.

Key Responsibilities:

  • Servicing as a proxy leader for the Manager, Advanced Technology and Client Care Services, when s/he is unavailable.
  • Maintaining section procedures, guidelines, and the overall service desk working environment.
  • Defining, measuring, reporting on, and optimizing client service performance metrics.
  • Developing, maintaining, and reporting on the service catalogue by monitoring Service Level Agreements (SLAs) and reporting on ITS performance against SLAs.

Required Skills and Qualifications:

  • Minimum of a three-year diploma/degree in an information technology related field.
  • Certification in ITIL.
  • At least five years of progressive experience in Information Technology.
  • Experience managing an IT/IS technical support organization.
  • Extensive front-line client service responsibilities.
  • Degree-level analytical skills.
  • Excellent financial management skills.
  • Strong conflict resolution skills.
  • Ability to work effectively with multiple stakeholders.

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