Manager, IT Service Desk

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**THE JOB**:Manager, IT Service Desk**

The starting salary range falls within the minimum to mid-point of the salary range.

Starting Salary Range: $80,067 - $100,083

The Manager, IT Service Desk plays a crucial role in ensuring the smooth functioning of IT services within the organization. Reporting to the Senior Manager, IT Operations, this role involves leading and managing the IT Service Desk team, which provides technical support to over 500 staff members. The manager is responsible for ensuring high-quality IT support and services, developing strategies to enhance service desk efficiency, and aligning IT support functions with organizational goals. They collaborate with stakeholders to understand IT needs, oversee the resolution of complex IT issues, and identify training needs for the team. Additionally, the manager analyzes IT support metrics, manages vendor relationships, collaborates on IT projects, encourages user feedback, and works closely with the IT Operations Coordinator to manage IT assets and inventory.

**WHAT SUCCESS LOOKS LIKE**

**Leading Through People (I)**:

- Builds high-performing teams that are collaborative.
- Works with team to effectively identify goals and create individual development plans.
- Identifies, mentors, and raises the profile of future high performers and leaders.
- Cultivates a strength-based team mentality while facilitating open dialog about potential weaknesses.
- Recognizes employee potential and ensures all team members have equitable access to development opportunities.

**Leading With Drive (I)**:

- Views obstructions as potential opportunities.
- Understands and openly discusses learning preferences within the team, remaining conscious of each member’s preferred communication style.
- Ensures team remains focused on goals, energized for the outcomes and accountable for their work and personal energy.
- Displays courageousness in speaking to potentially unpopular points that are grounded in sound business logic.

**Leading to Deliver (I)**:

- Ensures team makeup supports decision making based upon relevant analysis of data as a necessary skillset.
- Continuously evaluates progress as a team to identify potential weaknesses and facilitate productive conversation and steps for improvement.
- Establishes clear service expectations and effectively identifies what can be salvaged in setbacks, learned from and leveraged as opportunities.
- Ensures individuals are aware of all expectations and held accountable in a timely manner for their actions.
- Communicates a collective purpose, creates a clear line of sight to the organization’s values, and ensures team’s alignment with the organization’s goals and strategies.

**Leading Through Vision (I)**:

- Fosters a team’s mentality of seeking continuous performance feedback to identify and address potential blind spots.
- Actively acknowledges and rewards creativity and out of the box thinking while accounting for unique learning styles.
- Effectively monitors and boosts team’s self-esteem levels through authentic praise and specific recognition to ensure team members are engaged and personally invested.
- Partners with other change agents to identify and implement opportunities for significant process enhancements.

***WHAT YOU BRING**
- At least 5 years of experience in IT support, including 2+ years in a managerial or supervisory role.
- 5 years of experience in IT Support on both Apple Mac and Windows.
- Strong knowledge of IT infrastructure, software, and support processes. Familiarity with ITIL framework.
- Proven ability to lead, motivate, and develop a team.
- Excellent communication and interpersonal skills, capable of engaging effectively with staff at all levels.
- Strong analytical and problem-solving skills, with a track record of resolving complex IT issues.
- Experience in managing IT projects and implementing new technologies.
- A strong focus on delivering high-quality customer service.
- A degree in Information Technology, Computer Science, or a related field is preferred.

**_Doctors of BC thanks all applicants; however, only those selected for an interview will be notified._**
- Doctors of BC celebrates diversity, challenges inequality and is committed to sustaining an inclusive and diverse community. We do not discriminate against any applicant regardless of age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, socio-economic background, political beliefs and affiliations, family circumstances or other irrelevant distinction_.