Manager, Desktop Services

Requisition ID:
45510
Organization
Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam Indian Band), Sḵwx̱wú7mesh Úxwumixw (Squamish Nation), and səlilwətaɬ (Tsleil-Waututh Nation), Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.
Consider joining our committed team of staff and being part of an innovative, inclusive and engaging workplace. Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.
Main Purpose and FunctionProvide strategic direction, execution and optimization of Desktop Services delivery of service for incidents and service requests. Implementation of technology solutions to support business unit strategy and business objectives. The manager makes recommendations and implements changes affecting operations for enterprise support systems such as SCCM and Service Now. Responsible for the activities related to the procurement, operation and disposal of personal computer assets, peripherals and software and the technical and administrative staff that support end users and devices. This includes project work not limited to lifecycle replacement of client hardware, office moves, software upgrades, compliance verification and remediation, software support and hardware support for all business units across the City. The manager utilizes strong relationships with other Technology Services (TS) teams and business teams to deliver incident and service request support. Decisions and strategies may have impacts on operational and capital budgets as well as changes in positions and staffing levels.
The position reports to the Director of Infrastructure & Operations, managing a variety of Desktop Field Services Technicians and Desktop Field Services Specialists as well as administrative support staff and supervisors report to this position. This position is highly integrated with the Digital Workplace Services and the Service Desk teams as well as significant relationships with other TS service delivery teams such as Cybersecurity, Data Centre and Systems, Identify and Access Management, and Unified Communications. The manager participates in several internal boards to manage technology and changes that can impact clients including Change Advisory Board (CAB) and Workforce Standards Board (WfSB). The manager develops strategic plans and works with operations teams to implement and operationalize changes in policies, processes, and procedures.
Specific Duties and Responsibilities
Strategy and planning development and execution for providing desktop services to 6500 clients across all business departments at the City of Vancouver. Define and develop strategic plan for the Desktop Services team and collaborate with the Director of Infrastructure and Operations to ensure both strategic and tactical priorities are aligned to meet the organizational objectives.
Partner with business departments and Technology Services teams to ensure business priorities are adequately resourced and technology implementations align with Technology Services strategy and policy.
Participate in the research and assessment of new modern desktop hardware, and digital workplace technologies in conjunction with cities software stack and collaboration tools to improve productivity, user experience, and business outcomes.
Monitor industry trends and best practices to determine if the city would benefit from similar implementations. Where alignment with business strategy and priority exist, develop strategies to include in work plans.
Engage team members to support and buy in to service delivery expectations and improvements.
Analysis of trends and historic data to determine areas of improvement, developing and implementing improvement plans and verifying changes have had the desired effect. Particularly striving for consistent configurations across the fleet of devices and improving efficiency and sustainability of support.
Evaluation and improvement of support models for business unit specific hardware and software.
Developing strategies to improve management of devices using best practices in enterprise environments. Shaping and evolving the culture of the support organizations to have long term vision and perspective when implementing te