Manager, IT Service Delivery

Bayshore HealthCare is one of the Canada’s leading providers of home and community health care services and is a privately owned company. Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada’s Best Managed Companies Program every year since 2006. Bayshore Healthcare is also recognized as Canada’s Best Employers in Forbes 2023 list.

Reporting to the Sr. Manager, IT Service Management will be an experienced individual with hands-on technical & process experience with leading and managing services provided by the Service Desk including service desk strategies, ITIL best practices, and quality initiatives.

The Manager, IT Service Delivery will be a champion of End User Services leading practices across a dynamic enterprise and will contribute to the development and execution of enhanced service delivery. The role’s primary duty will be to lead the Service Desk & Desktop Support teams with a focus on the development of continuous improvement plans, strategic and operational initiatives, and service desk technology solutions to improve overall customer experience.

This position requires deep experience in Service Desk best practices, including queue management, quality management, knowledge management, and continual improvement. This role requires strong problem-solving and analytical skills and must ensure both operational stability and End-User satisfaction

**Key Duties and Responsibilities**
- Lead all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs.
- Identifying, and implementing opportunities to automate repeatable tasks to streamline Service Desk and self-service operations.
- Ensure proper management, prioritization, and triage of incoming tickets.
- Monitor the daily volume of tickets generated and help prioritize the backlog to ensure it is kept at a minimum, and all issues and requests are resolved promptly with the highest customer satisfaction.
- Research, Identify, and adjust key service level targets, metrics, and reports that measure the quality and effectiveness of services.
- Evaluate performance regularly to ensure an elevated level of client satisfaction, and quality and ensure the majority of the tickets are resolved at first contact.
- Ensure that ITIL processes tickets are reviewed and approved according to the approved process.
- Lead the day-to-day operations of the IT Service Desk with a strong emphasis that all processes used by the Service Desk are thoroughly documented, audited, maintained, and followed.
- Create dashboards regarding ticket trends, service level agreements, and average ticket resolution time, and develop metrics to evaluate technical issue response time and resolutions.
- Responsible for the development, and maintenance of standardized work practices and processes that support IT Service Desk & End User Device Management activities including deployment and technical management of End User Device refresh strategies to maintain currency and reliability of desktop devices.
- Must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. You must be available to work, as required, in the event a Major Incident is identified requiring resolution facilitation and/or communications.
- Foster a positive work environment, providing technical and professional mentorship to team members and building strong business and employee relations.
- Provide technical hands-on support of the user desktop environment including Windows 10, O365, Adobe Acrobat, and Collaboration technologies such as Zoom, Teams, Jabber, etc. Work with AD or Windows Server 2016 and higher.
- Create training plans/documentation and provide live training for IT Systems used by Bayshore employees. Capture relevant documentation within the Knowledge Base in ServiceNow.
- Provide in-depth technical expertise and support across the lifecycle management of all endpoints such as Desktops, Laptops, Micros, iPhones, Androids, Conference Room Equipment, etc.
- Provide inventory control and lifecycle asset management for end-user computing devices. Participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and execute asset procurement activities.
- Work with relevant IT and Business stakeholders as part of broader technology initiatives and implementations playing a service deployment role such as OS upgrades, security software upgrades, major app rollout, and hardware upgrades.
- Ensure timely and accurate entry of data into all incidents, change or request tickets, assets, and licenses.

**Other**
- Participate in ongoing internal and/or external continuing professional development activities
- Adhere and enforce Bayshore Policies and Procedures.
- Participates in proactive Health & Safety activities while performing all duties. Is responsible for notifying immedi