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| Company: |
KG Search |
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| Job Title: |
Manager, Service Desk |
| Job category: |
Computer |
| Job Location: |
Toronto - Ontario - Canada |
| Job Description: |
Company: $2.1B It Services And Solutions Company
Position Title: Manager, Service Desk
Location: Mississauga, On
Reports To: Director Of Operations
Description: The incumbent will work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. May determine methods and procedures on new assignments and will provide guidance to other personnel.
Responsibilities:
· Manage the operating activities for multiple teams within the Enterprise Help Desk
· Develop and maintain plans, policies, and procedures for all operating activities
· Identify, prioritize, and communicate all system and process issues that affect productivity and efficiency, and provide input and support for necessary improvements
· Create or maintain operational policies, client procedures, staffing, scheduling, quality assurance, billing, cost analysis, reporting and facilities
· Provide executives with the necessary assistance, guidance, and advice to ensure good practices in standard methodologies and processes
· Provide leadership to Supervisors, Specialists, Analysts and Associates, ensuring that assigned team members meet or exceed goals
· Prepare basic budget reports, assure timeline compliance, and develop implementation / delivery plans
· Give input to Senior Managers on performance of assigned staff. Train less-experienced management staff members
· Responsible for system and process issues, including design, implementation, evaluation, efficiency, problem solving, and maintenance
· Ensure operations run as planned through answering questions, increasing productivity in existing processes, systems training, and problem resolution
· Review trend analysis to identify system and process problems, and work with all necessary departments to correct
· Participate in client, department and organizational meetings
· Oversee testing on new systems and processes to resolve all problems prior to implementation
· Develop and maintain operational plans, budgets, policies, and procedures
· Monitor costs and prepare financial analysis. Plan and justify expenditures to support current and future needs
· Prepare reports and records on department activities for upper management
· Review and analyze reports, records, and directives, and confer with other Managers/Supervisors to obtain necessary data required for planning activities
· Provide work directions, resolve problems, prepare schedules, and set deadlines to ensure timely completion of work, efficiency, and economy
· Ensure that the team understands company and department systems, policies, and procedures. Communicate all process changes and enhancements
· Guide, coach, and train operations personnel as necessary. Initiate or authorize employee hire, promotion, discharge, or transfer. Discuss performance reviews and career planning with team members
· Perform other duties as assigned
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Skills Required:: |
Qualifications: Detail-oriented individual with excellent communication, problem solving, multi-tasking, coaching, financial forecasting, organizational, presentation/training, and advanced leadership skills. Ability to present technical concepts in common language is required.
1. Help Desk experience and people management/supervisory experience
2. Knowledge of help desk tools to include: knowledge bases, problem management systems, telephony systems, workforce management tools and eSupport
3. Knowledge of industry terminology
4. Understanding of concepts, practices, and procedures within a help desk environment
5. Knowledge of ITIL framework
6. Knowledge of technical procedure documentation techniques
7. Knowledge of MS Excel, Word and PowerPoint
**Desired**
1. Bachelor’s degree with technical or business emphasis
2. ITIL certification
Relocation: NO
Travel: YES; 10%, between Mississauga and Toronto
# of Reports: 10 direct reports
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Language Requirements: |
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| Employment Type: |
Full Time |
| Yearly Salary: |
Unspecified |
| Posting Date: |
2009-02-09 |
| Level of Education: |
Unspecified |
| Years of Work Experience: |
No experience |
| Company: |
KG Search |
| Contact Name: |
KG Search |
| Contact Phone: |
000-000-0000 |
| Preferred Method of Contact: |
No Preference |
| Preferred Language of Resume/Application: |
English |
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