Service Desk Manager

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

**Service Desk Manager**

We are seeking a technical expert, who brings a “cool under pressure” attitude to the role, exceptional people skills and the ability to communicate with all levels of the organization.

**In this position your key day to day responsibilities will include**:

- Promotes, manages the implementation and maintains ITIL processes and on-going activities, including managing and maintaining the Service Desk function consistent with ITIL best practice guidance
- Coordinates between process areas to ensure business objectives are met and with the designated Service Delivery Managers service support consultant to ensure the seamless integration of policies, processes and procedures
- Implement, develop and manage service management tools and core ITIL Service Operation processes
- Responsible for overseeing end user asset management and provisioning including Mobile Device Management
- Acquire, develop and support training and Knowledge Base documentation for Service Desk staff
- Identify and report key performance metrics and trends to Technology Department management and clients as required
- Review survey feedback to improve services, tools and support experience Enable a Service Desk culture of service excellence and drive effectiveness through Continuous Service Improvement
- Accountable for all requests, incidents and problems, as well as manages and coordinates urgent and complicated support issues
- Act as escalation point for all requests and incidents and develops a incident escalation processes to ensure transparency and the free flow of information within the organization
- Track the root cause of issues and effectively communicate the resolution of problems to internal and external customers
- Organize, direct, review and supervise the work of a team of union Service Desk professionals

**WHAT YOU WILL BRING**:

- Minimum of 5 years’ related experience, or an equivalent combination of education, training and experience.
- Experience managing within a union environment is a strong asset
- Completion of a diploma program in information technology from a recognized post-secondary institution, ITIL v3 (or later) Foundation Certificate.
- Experience supporting an Microsoft 365 environment including familiarity with Azure Active Directory and Teams
- Strong understanding of technology project management processes and procedures related to the work performed.
- Highly customer-service oriented with a problem-solving attitude
- Knowledge of the standards, policies, rules and regulations governing departmental operations.
- Knowledge of the functions and business requirements of client departments and agencies as they relate to the work performed.
- Experience leading and directing a team of Service desk professionals
- Excellent written and verbal communication skills
- Ability to establish and maintain effective working relationships with a wide variety of internal and external contacts, to consult with external client agencies, and to represent the organization in meetings and on committees.

**SECURITY CLEARANCE**:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is approximately 5 years.

**WHAT WE OFFER**
- Competitive salary - with the opportunity for increases.
- Generous vacation plan.
- Earned Time Off - eligibility to participate in our Accumulated Time-Off Program.
- Excellent extended health and dental benefits.
- Employee Savings Plan - employer matched contributions to a savings account.
- Pension - we are members of the Municipal Pension Plan, a defined benefits plan.
- Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

E-Comm offers a competitive salary of between $107,464 and $126,429 combined with an excellent benefits package. This position is based in Burnaby and is eligible for hybrid working. As an integral part of BC’s emergency services, E-Comm has a Covid-19 vaccination policy in effect with requirements for all current and future employees.