Service Desk Manager

1 month ago

Vancouver, British Columbia, Canada City of Vancouver Full time
Main Responsibilities

The Service Desk Manager is responsible for the daily operation, administration, and management of the Service Desk. This includes developing an effective well-organized staffing plan and utilizing all available resources efficiently to optimize the performance of ticket resolution across all areas of the City.

The Manager, Service Desk is responsible for the service level targets, staffing levels, budget compliance, customer service and other departmental performance metrics that contribute to the overall success of the City.

Key Duties
  • Manages and administers the daily operations of Service Desk 365 days a year.
  • Leads and manages a team of 30 technical agents and specialists, and provides front line technical customer service support to 8000 city staff.
  • Ensures all incident and requests are handled effectively across all channels within agreed Service Levels to deliver customer satisfaction.
  • Provides communications between the Technology Services and Departments during incidents, planned outages and upgrades, using an array of channels and mediums.
  • Manages high profile critical or complex incidents as required and provide updates to Technology Leadership Team and Customers where necessary.
  • Identifies and measures key customer service KPIs and metrics to develop strategic objectives to improve service delivery and create effectiveness and efficiency.
  • Analyzes the impact of new or changes to services on the ServiceDesk, and develops solutions to support service delivery, including resourcing, hours of service, skills transfer, development of the knowledge base etc.
  • Manages and monitors budget requirements and compliance.
  • Maintains current knowledge of industry developments.
  • Manages business continuity, recovery and emergency planning.
  • Provides leadership to staff including hiring, assigning responsibilities, evaluating performance, coaching, career development, succession planning, mentoring, training and development, providing feedback and discipline up to and including termination.
  • Participates in the grievance process according to employment statutes and regulations, City policies and practices and the provisions of relevant collective agreements.
  • Establishes and fosters positive departmental relationships between Departments and Technology Services and supports the management of Service Level Agreements and Operating Agreements with departmental contacts.
  • Represents Technology Services at senior management level across the organization to ensure cohesion as the Technology Services team evolves its processes and procedures.
  • Actively collaborates with business leaders to understand business drivers, challenges and strategies and to positively influence these to improve outcomes for end users.
  • Provides guidance, structure, and strategic thought leadership to support successful implementation of strategic and operational initiatives and actively partners with City Departments and other internal stakeholder groups to understand their vision, business direction and assess opportunities and risks.
  • Accesses highly sensitive, strategic and business information (e.g., business strategy, vendor pricing, etc.) and uses this to inform strategic decision making that materially impacts service delivery to both staff and members of the public.
  • Participates on the Change Advisory Board (CAB) to review, assess risk and approve Change Requests for production environment. Act as primary or backup CAB manager as needed.
  • Participates on the Workforce Standards Board to review and assess for potential impacts to Service Desk operations.

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