Service Management Team Lead

**Job Description**: **About MRU**: Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Mount Royal has carved out a distinct niche by offering smaller class sizes, a robust liberal education and unique undergraduate programs. Currently, more than 15,000 credit students choose from 13 bachelor degrees and 36 majors. Mount Royal University is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut'ina and the Iyarhe Nakoda. We are situated on land where the Bow River meets the Elbow River. The traditional Blackfoot name of this place is "Mohkinstsis," which we now call the city of Calgary. The city of Calgary is also home to the Métis Nation. **About the Department of Information Technology Services**: Mount Royal University’s Information Technology Services supports our mission by providing technical support, solutions, and diversified services to the Mount Royal community. - Solutions Delivery - Technology & Client Services - IT Infrastructure - Cybersecurity - ITS Projects **About the Role**: The Service Management Team Lead interacts with various members of the university to ascertain the service needs of departments, acting as the point of contact between the university community and the Service Management team for project consultation and reporting. The Team Lead will plan and oversee major projects and initiatives, the effective operation of the Service Management team, and direct and provide expertise in the design and solution development on the Service Now platform. Reporting to the IT Director, Technology and Client Services, the management of service delivery and support satisfaction is a key responsibility of the incumbent. The Team Lead will also regularly prepare planning documents and reports on the growth of university support commitments and the continual process improvements required for long term service sustainability. This is a permanent full-time position working 35 hours per week. **Responsibilities**: **ServiceNow Platform** - Keep abreast and current in the platform’s capabilities and certifications. - Administer and configure global ServiceNow instance and related integrations. - Direct development of solutions and technical design documents from business requirements. - Assist with workflow customization, process automation, report development, dashboard creation, and system configuration. - Provide expertise to diagnose, support, and resolve issues. - Equate business requirements to ITSM processes. - Design and architect ServiceNow Configuration Management (CMDB). - Oversee administration of Knowledge Base and Service Catalog. - Supervise maintenance of SLA, catalog items, and their associated workflows. - Build and maintain internal technical documentation, manuals, policies, and processes. **Service Management Oversight** - Review ITSM processes, workflows, and configurations and make recommendations for improvement. - Maintain operational and statistical reporting in ITSM system. - Collaborate within ITS to establish and maintain a current service catalogue, defining problem resolution expectations and timeframes. - Direct the teams in ITSM development and operations quality control. - Assist teams to prioritize tasks and high impact campus issues. **Service Desk Management** - Actively support the MRU annual planning and budgeting process. - Lead problem solving processes to resolve situations and address issues of daily operations. - Implement monitoring and review systems, including internal policies and procedures and external guidelines. - Ensure the service desk support teams deliver professional, customer-focused, and high performing support. - Maintain, improve, and regularly report on infrastructure support methods, standards, and KPIs & SLAs across all supported hardware and software. - Continuously review the enterprise and services supported for issues or efficiencies, proactively working with the client and making recommendations for service improvement. - Assist with the development and implementation of business continuity and service recovery plans and activities. - Lead the development of standard support procedures and documentation. - Provide coaching, mentoring and contribute to staff performance appraisals. **Qualifications**: - Bachelor’s degree or equivalent - Professionally recognized technical certifications (E.g., ITIL Foundations) - Over 8 years of related experience in a high paced support centre or similar environment - Experience in a Public or Post-Secondary institution would be an asset - Customer service training is preferable - Ability to multitask and manage conflicting priorities with efficiency and attention to detail. - Knowledge and understanding of best practices for service man