Service Desk Manager

As the **ServiceDesk Manager **you will be responsible for managing the ServiceDesk, which is the first point of contact for users seeking assistance. The Service Desk Manager is responsible for ensuring that the Service Desk is efficient and effective in providing support to users. This role, while reporting to the Head of Managed Modern Workspace Services, will form part of a broader team that is focused on developing services around Service Desk, Field Services, Deskside Support, Device Configuration, as well as Modern Device Management Services.

Also, you should possess a balanced background as it relates to designing services that are focused on improving and enhancing end-user experiences, as well as emerging technology trends. While possessing a solid background in building and managing teams, additional requirements will focus on supporting and building out partner alliance relationships that will form part of CDW's current/future service capabilities.

Our mission is to be the best and most collaborative Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.

Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else.

**What you'll do**

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**Responsibilities**:

- Manage the Service Desk team and ensure that they are meeting the needs of client users.
- Develop and implement strategies to improve the efficiency and effectiveness of the Service Desk.
- Ensure that the Service Desk is providing high-quality support to users.
- Coordinate with other departments to address user issues effectively.
- Monitor and report on the performance of the Service Desk team.
- Ensure that the Service Desk is operating within budgetary constraints.
- Ensure that the Service Desk is complying with all relevant policies and regulations
- Participate in ongoing Monthly reviews that form part of departmental operations KPI's, as well as financials results (P&L) with senior leadership.
- Engage in client facing discussions to propose suitable solutions and approaches as they relate to opportunity developments.
- As the team structure develops take on management functions, including maintaining ongoing workforce requirements and planning, team rewards and recognition, ongoing technical skills and performance management.
- Review and approve HR administration tasks including vacation, sick leave, overtime and expenses.
- Ongoing training and career path development of department staff, developing training plans to align with technology and client requirements are met.
- Function as both a team player and leader to motivate, direct and guide daily activities as they relate to direct reports.
- Other tasks and duties as discussed and agreed with your manager.
- Being aware of and managing the costs of running the Service Desks.

**What you need to succeed**

**Must-have**
- 5+ years of experience in a hands-on technical role related to end-user technologies and services.
- 5+ years of experience in a managerial role managing large teams with direct reports.
- A Computer Science degree or equivalent work experience
- Business Case Development and strong financial P&L management
- Experience performing needs assessments, analyzing results and developing plans to drive expected outcomes and achievements.
- Project management and planning capabilities to ensure that initiatives and assignments can be delivered as required and forecasted.
- Strong understanding of process and service engineering to optimize workflows and business processes.
- Ability to work collaboratively and effectively in a team environment and demonstrate strong problem-solving skills.
- Ability to multi-task and work effectively in a multi-client environment.
- Solid organizational, interpersonal, and communication skills (oral, written and presentation)
- Exceptional customer service and interpersonal skills, with a focus on rapport-building

**Nice-to-have**
- Bilingual (English & Canadian French)
- Industry certification such as ITIL (i.e., V3 or V4), Knowledge Management (i.e., KCS) or other related technical, process or governance related certifications
- Knowledge and experience with current government and industry standards such as NIST CSF, ISO27001, PCI and other related standards
- Experience managing knowledge of client environments and procedures within a shared services model
- Knowledge of system integration and improvement potential of automations (via API or custom scripting)

**Who we are**

CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from fresh-f