Manager, Service Desk

Mackenzie Health

11h • Onsite

About The Position

Reporting to the Director, Application and End-user Support, the Manager, Service Desk will manage a team of Service Desk and System Support Analysts, responsible to provide Digital Health customer support services, to the organization. This experienced IT professional will be responsible for managing operational teams to support a two-site model with a focus on service quality and continued improvement. The Manger, Service Desk will manage day to day operations of the Service Desk and the organizational hardware environment to ensure laptops, PCs and devices are performing optimally, to ensure high levels of availability, and will be responsible for incident and request management processes through the enterprise ITSM platform ServiceNow. Furthermore, they will maintain a current problem management knowledge base to ensure timely resolution of issues including a thorough root cause analysis for all major incidents while ensuring that they are clearly identified and escalated to appropriate teams for resolution. Responsibilities will include developing and maintaining standard procedures to ensure compliance and increased productivity, and to support department operations to ensure quality and SLA objectives are achieved and maintained. The successful incumbent will also be responsible for developing, managing and delivering IT Master Service Level Agreements and developing, optimizing a ServiceDesk model to support the organization as required. Additional duties will include analyzing workload metrics, preparing operational reports and statistics, and vendor management. Contribute to safe, quality care by: Managing a workload effectively in a fast-paced environment. Addressing and resolving issues in a productive, respectful manner. Exercising sound professional judgment and using best practice guidelines. Contributing to a safe, inclusive environment for all through compliance with patient and staff safety policies and procedures.

Requirements

• Bachelor’s degree in computer science, engineering or a related study, or an equivalent combination of education, training and experience.
• Minimum 5 – 7 years’ recent related career experience in a large, complex organization.
• Minimum 2 – 3 years’ recent related career experience in management.
• Experience with platforms such as: ServiceNow ITSM solution, Active Directory, Microsoft Exchange, Office365, Windows Operating Systems, Microsoft Office, VPN, Enterprise antivirus, Mobile Devices, AV Equipment.

Nice To Haves

• Excellent organizational, interpersonal skills with exceptional verbal, written communication and conflict management skills with strong initiative to achieve high standards of service and performance.
• Critical thinking and problem-solving skills that enable quick resolution of issues.
• Leadership abilities including the abilities to teach, direct and motivate staff.
• Professionalism, attention to detail and focused customer service ethic.
• Ability to handle and prioritize multiple demands concurrently.
• Exercises initiative and good judgment with ability to multi-task.
• Demonstrated ability in interpersonal, communication, diplomacy, coaching, facilitation and team building skills at all levels of the healthcare environment.
• Demonstrated expertise in IT applications.
• Ability to translate clinical/non- clinical issue into IT solutions.
• Demonstrated commitment to professional development.
• Demonstrated ability to promote and manage change.
• Ability to work independently and as a member of a team.
• Time management and organizational abilities including demonstrated ability to problem solve, prioritize a varied workload and function in a changing and stressful work environment.
• Proven attendance record.
• Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
• Ability to perform the essential duties of the job.
• Effectively uses empathy in interactions with others.
• Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.
• ITIL Certification an asset.
• Project Management Professional (PMP) Designate is an asset.

Responsibilities

• Manage a team of Service Desk and System Support Analysts, responsible to provide Digital Health customer support services.
• Manage day to day operations of the Service Desk and the organizational hardware environment.
• Ensure laptops, PCs and devices are performing optimally.
• Ensure high levels of availability.
• Manage incident and request management processes through the enterprise ITSM platform ServiceNow.
• Maintain a current problem management knowledge base to ensure timely resolution of issues.
• Perform thorough root cause analysis for all major incidents.
• Ensure major incidents are clearly identified and escalated to appropriate teams for resolution.
• Develop and maintain standard procedures to ensure compliance and increased productivity.
• Support department operations to ensure quality and SLA objectives are achieved and maintained.
• Develop, manage and deliver IT Master Service Level Agreements.
• Develop and optimize a ServiceDesk model to support the organization as required.
• Analyze workload metrics.
• Prepare operational reports and statistics.
• Vendor management.
• Manage a workload effectively in a fast-paced environment.
• Address and resolve issues in a productive, respectful manner.
• Exercise sound professional judgment and using best practice guidelines.
• Contribute to a safe, inclusive environment for all through compliance with patient and staff safety policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager