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IT Service Desk Manager

2 months ago

Dartmouth, Canada Westland Insurance Full time
Job Summary

We are seeking an experienced IT Service Desk Manager to lead our IT Support team. As a key member of our IT department, you will be responsible for the effective and efficient day-to-day operations of the IT Service Desk team.

Key Responsibilities
  • Manage, mentor, and develop a team of IT Service Desk Analysts, ensuring they have the skills and knowledge to provide exceptional customer support.
  • Oversee the handling of all service desk incidents and requests, ensuring timely and effective resolution in accordance with established Service Level Agreements (SLAs).
  • Analyze service desk metrics and trends to identify areas for improvement, implementing and refining processes and procedures to enhance efficiency and service quality.
  • Ensure high levels of customer satisfaction by addressing and resolving service complaints, monitoring feedback, and implementing solutions to improve the overall user experience.
  • Develop and deliver training programs for new and existing staff, keeping the team updated on the latest technologies, tools, and best practices in IT support.
  • Prepare and present regular reports on service desk performance, including metrics such as incident resolution times, user satisfaction, and workload statistics.
  • Liaise with third-party vendors and service providers to manage contracts and ensure compliance with service level agreements.
  • Oversee the creation and maintenance of a knowledge base for frequently asked questions, common issues, and solutions.
  • Contribute to IT projects and initiatives by providing insights on service desk requirements and participating in project planning and execution.
Requirements
  • At least ten years of experience in IT service desk operations, with a minimum of five years in a leadership or managerial role.
  • A bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
  • Proven experience with supporting a range of technologies, including SharePoint, M365, Active Directory, ITSM, SDWAN, VPN, MS Teams & Genesys, InTune & Autopilot, Azure, etc.
  • Medium to large enterprise experience with providing end-user support with computer hardware & software technologies to retail branches.
  • Experience in IT Infrastructure & Operations support and possession of in-depth knowledge of ITIL practices and IT service management.
  • Proficiency with service desk software and ticketing systems, such as ServiceNow or Zendesk.
  • A strong leader with solid team management skills.
  • Organized, a problem-solver, and possessing strong analytical skills, with the ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
  • Effective communication skills, both written and oral.
  • Relevant IT certifications, such as ITIL v4 Foundation, CompTIA A+, or Microsoft Certified: Azure Fundamentals, are preferred.