Manager, Service Desk

City of Windsor•Windsor, ON

2d•CA$121,335 - CA$147,484•Onsite

About The Position

The City of Windsor is seeking a Manager, Service Desk to provide strategic leadership, management, and continuous improvement of the Service Desk. This role ensures the delivery of high-quality technology support services across all City facilities. The position reports to the Senior Manager/Deputy CIO – Technology, Strategy & Operations and is responsible for overall end-user technology support, including incident management, service request fulfillment, desktop computing, mobile devices, printing services, endpoint technologies, and frontline application support. The Manager will be accountable for service desk operations, establishing and monitoring service delivery goals, developing and implementing service management processes, and performing trend analysis to improve customer experience. This role also involves the governance of the corporate inventory of end-user technology assets, budget planning and monitoring for end-user computing, and establishing corporate technology standards. The Manager will provide leadership to the Service Desk division, including a Supervisor and a team of Tier 1 Service Desks and Personal Computer Analysts, fostering positive working relationships and a customer service-focused culture. Directing staff, including recruitment, training, and performance management, is also a key responsibility, along with performing Occupational Health & Safety duties.

Requirements

Master degree in Computer Science, Business Administration or Ontario Ministry of Education Equivalency and a minimum of four (4) years of experience in a technology services position; OR University degree in Computer Science, Business Administration or Ontario Ministry of Education Equivalency and a minimum of six (6) years of experience in a technology services position; OR Community College diploma in Computer Science, Business Administration or Ontario Ministry of Education equivalencies and have over ten (10) years of experience in a technology services position
Ability to travel to offsite locations in a timely and expedient manner as required. If method of travel is by vehicle a current valid and lawful driver’s licence is required in accordance with the Highway Traffic Act
Managerial/supervisory experience demonstrating team leadership
Experience writing business plans
Extensive and demonstrable experience in the application of business and management principles to the use of computer technology
Able to manage multiple projects at one time
Able to manage and motivate a diverse staff of professionals
Able to deal calmly and professionally with irate customers
Able to interpret a complicated problem/solution and explain it in non-technical terms
Good written and oral communication skills
Knowledge of the Occupational Health & Safety Act, its Regulations and knowledge of the hazards associated with the work
Will be required to complete and remain current as per the requirements of the Corporation’s Management Certificate Program

Nice To Haves

Progression through the Art of Supervision Program Certificate or a supervisory program of a similar nature is considered an asset

Responsibilities

Strategic leadership, management, and continuous improvement of the Service Desk, ensuring the delivery of high quality technology support services across all City facilities, including administration offices, operation facilities, community centres, libraries and other municipal locations
Response for overall end user technology support services, including incident management, service request fulfillment, desktop computing, mobile devices, printing services, endpoint technologies, and frontline application support
Accountability for service desk operations, including intake, prioritization, escalation, resolution, communication, and follow up of technology incidents and service requests
Establishing, monitoring, and reporting on service delivery goals, key performance indicators, service level targets, customer satisfaction metrics, and operational performance measures
In conjunction with the rest of the IT management team, development and implementation of service management processes, standards, procedures, and best practices to ensure consistent, effective, and customer focused support services
Collaborating with IT leadership to establish technology support standards, policies, lifecycle strategies, and service delivery frameworks that align with corporate objectives
Performing trend analysis, problem identification, and service performance reviews to improve customer experience, reduce recurring issues, and identifying opportunities for proactive service improvements
The governance and administration of the corporate inventory of end user technology assets, including hardware, software, peripherals, and associated lifecycle management processes
The planning, administration, and monitoring of budgets and reserve funds related to end user computing, technology support services, and lifecycle replacement programs
Establishing and maintaining corporate technology standards related to end user devices, peripherals, software, and support services
Providing leadership and direction to the Service Desk division through the Supervisor of Service Desk, supporting a team consisting of Tier 1 Service Desks and Personal Computer Analysts responsible for delivering technology support services across the corporation
Fostering positive working relationships with internal clients, external vendors, stakeholders, and fellow staff while promoting a customer service focused culture
Directing designated staff, including matters related to recruitment, training, attendance and performance; participating in appropriate budget preparation and monitoring; maintaining professional relations with the public and fellow staff; ongoing employee lost time review
Performing Occupational Health & Safety duties as outlined in the Corporate Health & Safety Program
Performing other duties as required