Manager, Service Desk

Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Administration, Level C
Job Title
Manager, Service Desk
Department
Service Desk | Integrated Service Centre | Finance and Operational Excellence | VP Finance and Operations
Compensation Range
$7,622.83 - $11,886.67 CAD Monthly
The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
Posting End Date
January 9, 2025
**Note**: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
Job Description Summary
The University of British Columbia (UBC) is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America's most international university. UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community UBC's service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping UBC's Next Century.
The Integrated Service Centre (ISC) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.
The Manager, Service Desk oversees the operations and day-to-day delivery of the Service Centre responsible for supporting students, faculty, and staff, to navigate and answer questions related products and services supported by the ISC. This position partners with the Service Centre Senior Manager to meet service level commitments and improve user experience. Creates a respectful working environment and coaches their team to achieve their full potential.
Organizational Status
Reports to the Service Centre Senior Manager. Manages the performance development of the Support Specialists pertaining to user support.
Partners across the ISC to improve functionality of solutions, providing service expertise regarding service support. Partners closely with leadership across the UBC community to align objectives.
Work Performed
1) Develops and mentors Support Specialists, including contributing to all aspects of the team member lifecycle (e.g., hiring, training, coaching, etc.)
- Leads performance conversation process with Support Specialists.
- Provides career planning advice creates development plans to help SS achieve their career goals, including assigning work which leverages their skills and provides them with opportunities for learning.
- Motivates SS and encourages participation in performance development activities.
- Manages performance development and evaluation in partnership with HR and the Senior Manager.

2) Provides operational oversight on ISC product and services support within the Service Centre:

- Oversees the operations and day-to-day delivery of the Service Centre responsible for supporting students, faculty, staff, to navigate and answer questions related to business processes supported by the ISC.
- Responsible for meeting service level agreements, and quality and cost metrics.
- Responsible for creating, revising, and disseminating work schedules to ensure Service Centre meets service level commitments for response times.
- Identifies the requirements to revise and update support processes as necessary, securing stakeholder agreements and approval to meet defined service levels.
- Responsible for ensuring the Service Centre is equipped with necessary knowledge and tools required to effectively troubleshoot queries.
- Develops and implement policies, procedures, standards and controls related to operational efficiency, compliance, service risk mitigation, and continuous improvement within the ISC.
- Monitors metrics and performance of the service and product; interprets trend analyses and feedback from the UBC community to improve Service Centre services.
- Ensures alignment between the Service Centre and the broader ISC and recommends process improvements based on feedback, analytics and use cases.

3) Develops influential partnerships across the ISC Unit to improve Service Centre support.
- Partners across the UBC community to inform leading practices in incident ma