Supervisor, Client Care Service Desk

3 weeks ago


Greater Ottawa Metropolitan Area, Canada LeverageTek Staffing Solutions Full time

LeverageTek is actively seeking a Supervisor, Client Care Service Desk for a 12-month temporary position (with possibility of extension) with its Ottawa-based customer.



Work Location

The successful candidate will be required to work 3-4x/week on-site at the customer headquarters in Ottawa, ON.



Key Tasks

  • Supervise IT Service Desk operations including the IT call center, and managing the service desk staff to ensure the highest level of IT services. (The service desk unit consists of approximately 25 full-time and part-time staff)
  • Supervise and maintain all details of the ITS first- and second-line client support, including the physical service desks, work order coordination, and laptop support
  • Prioritize support requests, escalating service needs as appropriate to meet the performance goals of the organization
  • Responsible for administering the ITS service desk budget and for coordinating and monitoring all administrative duties related to inventory control, procurement and expenditures
  • Define, measure, report on, and optimize client service performance metrics
  • Develop, maintain and report on the service catalogue by monitoring Service Level Agreements (SLAs) and report on ITS performance against SLAs
  • Provide proxy leadership for the Manager, Advanced Technology and Client Care Services, when s/he is unavailable
  • Maintain section procedures and guidelines, and be responsible for the overall service desk working environment



Key Qualifications

  • Certification in ITIL
  • 3+ years experience managing an IT/IS technical support organization, with extensive front-line client service responsibilities and responsibilities delivering in a tiered response environment, managing personnel, operations and capital budgets in excess of $1M annually
  • 1+ year of IT leadership in a team supporting a large PC installation



Qualifications

  • Minimum 3-year diploma/degree in an information technology related field
  • 5+ years of progressive experience in Information Technology
  • Comprehensive experience in Service Desk operations including supporting desktop computing equipment and desktop software (including office productivity software), and an understanding of network infrastructure (wired and wireless), telephone systems and enterprise systems
  • Ability to work effectively with upper management, peers and front-line staff
  • Ability to provide presentations to senior executives about technical service delivery strategies, issues and options
  • Experience supervising staff in a unionized environment
  • Excellent communication and interpersonal skills
  • Excellent client service skills
  • Excellent financial management skills
  • Excellent conflict resolution skills, in particular, experience managing and leading in an organized labour environment
  • Excellent writing skills
  • Excellent analytical skills
  • Ability to provide guidance to several client service operational areas (Service Desk, Service Desk telephone service and email service)
  • Understanding of the changing technical environment, and end-user support requirements within a post-secondary educational environment



About LeverageTek Staffing Solutions

Thank you for taking the time to apply Since our company’s inception in March 2003, LeverageTek Staffing Solutions has worked to become a trusted partner with our consultants and customers. LeverageTek provides end-to-end, cross-functional staffing solutions throughout North America. With thousands of successful engagements to our credit with leading public and private sector organizations, we are the experts in identifying, deploying, and supporting IT and business talent on a contract, contract-to-hire, and permanent basis.

Our responsive service and ability to deliver the right fit, on time and within budget, often leads to repeat engagements and a long-standing relationship. Accessibility accommodations are available upon request



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