IT Service Desk Manager at Revera Inc. in Mississauga, ON

Reporting to the Director, IT Customer Support, the Manager, IT Service Desk is a key member of Revera’s Information Technology team and manages the team responsible for providing first-level problem determination and technical support via a single point of contact Service Desk. He/she has a high standard of customer service excellence and fosters a continuous improvement mindset to maximize customer service as well as efficiency in IT operations.

Key Outcomes:

• To ensure his/her team provides the highest level of customer service and resolves incidents in a timely manner;
• To provide data and reporting of all service levels and trends to IT management and other audiences as applicable;
• To derive and adhere to appropriate service levels according to business requirements in consultation with stakeholders; and
• To comply with all Revera and IT policies and procedures

Key Responsibilities:

• Train, coach and mentor the Service Desk team in their day to day operations as well as in their career development, identifying training opportunities where they exist;
• Ensure incidents are resolved in priority order and assist the team in prioritizing their work to best serve the needs of the organization;
• Develop an effective and workable framework for managing and improving customer IT support in the organization;
• Establish documentation standards and monitor team’s compliance;
• Develop escalation procedures and act as primary point of escalation;
• Author and generate reports to demonstrate performance against service levels, manage performance of staff and track/trend any other relevant key performance indicators as set forth by Director IT Customer Support;
• Schedule staff to ensure relevant coverage both during regular operating hours and oncall/standby, and act as backup for regular support staff;
• Participate in any internal or external audit activities and provide documentation as required;
• Participate in Change Management activities including but not limited to attending weekly CAB meetings,
• Keep Service Desk staff apprised of upcoming changes;
• Manage communication protocol for announcing unplanned system/service outages;
• Instill Problem Management discipline and work with others in IT to permanently resolve any identified problems;
• Work closely with other disciplines in IT to ensure consistency in incident management procedures;
• Manage the repository that houses all required Service Desk documentation and procedures, work with other subject matter experts in IT and elsewhere to ensure proper ownership, accuracy and completeness of documentation;
• Maintain asset inventories according to IT guidelines;
• Build strong working relationships with Support Office department leaders and residence level management;
• Follow all established IT policies and procedures;
• Have a friendly, patient and professional manner in all interactions;
• Stay abreast of new technologies;
• Uphold and promote the organization’s values and philosophy relating particularly to ethics, morality and integrity as set out in Revera’s Code of Conduct; and
• Complete all other duties as assigned.

Required Education, Credentials and Experience:

• College diploma or university degree in a relevant field;
• Minimum 8 to 10 years IT experience in a multi-site, complex environment with minimum 2 to 3 years of direct experience managing an IT Service Desk;
• Demonstrated experience providing support in a Microsoft Windows environment, Cloud/SaaS environment experience an asset;
• Prior experience using and/or configuring an ITIL-compliant ITSM solution such as Cherwell (preferred), ServiceNow, ManageEngine etc.;
• Working knowledge of IT general controls;
• Wide breadth of IT knowledge through exposure to a variety of technologies, both hardware/infrastructure and software/applications;
• Preference given to candidates with technology certifications;
• ITIL certification;
• Superior customer service mindset;
• Sense of urgency;
• Superior trouble-shooting and analytical skills;
• Acute attention to detail, organized and precise;
• Strong oral and written communication skills;
• Analytical, methodical and a strong problem-solver;
• “Roll up the sleeves” attitude;
• Ability to multi-task and manage priorities; and
• Team player with an ability to interface effectively across all levels of the organization.