Manager, Service Desk
Full Time Hours Bi-Weekly 75.0 hours
Department/Area Information Management / Information Technology
City Victoria
Shift/Hours of Work Days, weekends and statutory holidays off
Classification NGR9
Salary Range REVISED $78,414 to $95,840 annually Non Union

Job Summary
Reporting to the Director, Client Services, is responsible for Service Desk and related support activities including Incident Management, account registration and on-call/after hours support. The position manages the area’s fiscal, human and material resources to ensure that the quality of the related support services delivered to IM/IT and its clients for business applications and infrastructure meet agreed upon Service Level Agreements (SLAs). The position provides appropriate metrics to manage its own area of responsibility as well as the Service Desk metrics necessary to allow other IM/IT Directors and clients to manage their own staff, service commitments and utilization of IM/IT resources.


Qualifications
Education, Training and Experience
A bachelor’s degree in commerce, business administration or computer science plus eight years recent experience in departmental management, project management, system analysis & design and the use of a formal systems delivery methodology.
Several years’ specific experience supporting large IT infrastructure including workstation, printer and desktop software products as well as in management of IT end user support & service delivery.
An equivalent combination of education, training and experience may be considered.
A thorough knowledge of current and evolving workstation technologies and their use in the client workplace is also required.
Previous experience with client support operations would be an asset.

Demonstrated Skills and Abilities
Effective people management skills.
Proven consistent ability to keep up with new technologies.
Knowledge of ITIL.
Knowledge of HP Openview is an asset.
Effective interpersonal, verbal and written communication skills.
Excellent presentation, interviewing, facilitating and negotiating skills.
Superior consulting skills.
Experience in planning, directing, and controlling projects.
Demonstrated problem-solving skills.
Working knowledge of systems analysis and design techniques.
Ability to organize workload and priorities.