Manager, IT Support Services

Position

Purpose:

The Manager, IT Support Services is responsible for leading and overseeing the Service Desk Team, ensuring the delivery of exemplary customer service and technical support to employees across our Corporate Campus and Branches. This role requires strategic leadership to manage the Team effectively, ensuring compliance with established processes and procedures while fostering an environment of continuous development through mentorship and training.

The Manager collaborates with senior IT leadership to align technology needs with business objectives and supports executive-level requests, contributing to critical IT projects and providing insightful KPI and metrics reports to the Director, IT Operations.

Key Responsibilities:

Provide strategic leadership and mentorship to the IT Service Desk Team, fostering a culture of self-sufficiency and teamwork to enhance overall operational efficiency.

Ensure strict adherence to established Service Desk processes and Change Management policies, maintaining high standards of compliance and operational integrity.

Offer advanced technical direction and innovative problem-solving strategies to the Team, enhancing their ability to tackle complex troubleshooting scenarios with efficiency.

Oversee and optimize the IT Service Management (ITSM) ticket assignment and escalation process, ensuring thorough documentation, accurate routing, and prompt resolution to meet service level agreements.

Develop and implement ongoing training and development programs to nurture talent and advance the skill sets of Team members, supporting their professional growth.

Efficiently manage workforce planning, ensuring comprehensive coverage across all support channels, including overseeing scheduling, approving overtime, and facilitating leave management.

Collaborate effectively with IT Leadership to strategically forecast and procure necessary hardware and software resources, aligning with organizational needs and future demands.

Deliver insightful KPI and metrics reports to the Sr. Director, IT Operations, providing data-driven recommendations for continuous improvement and service excellence.

Direct Manager Direct Reports:

The Manager, IT Support Services reports directly to the Sr. Manager or Director, IT Infrastructure & Operations. This role is responsible for leading and providing strategic direction to the Service Desk Team, ensuring that top-tier customer service and support are delivered to Corporate Campus and Branch employees across various divisions. The Manager does not hold any direct reports; instead, the position involves collaborative partnerships with the Team and Sr.

IT Leadership to enhance IT support services. Duties include monitoring service compliance, overseeing ITSM processes, and participating in strategic IT projects. The Manager also plays a key role in metrics reporting and resource forecasting, working closely with the broader IT Leadership Team.

Travel Requirements:

The Manager, IT Support Services is required to travel to various Branch Locations for participation in Acquisition and Greenfield-related projects, as determined by the needs of the IT Operations Team, with frequency aligned to project timelines and strategic objectives as directed by Senior IT Leadership.

Physical Requirements:

The Manager, IT Support Services position primarily involves work performed in an office environment, requiring the ability to remain in a stationary position for extended periods. Duties necessitate proficiency in using office equipment, including computers, phones, and other related technology, essential for overseeing and supporting the Service Desk Team. The role involves regular communication and collaboration with team members and other departments, requiring the ability to convey information clearly both verbally and in writing.

Occasional travel to branch locations may be required as part of project-related responsibilities.

Working Conditions:

The Manager, IT Support Services will operate within a hybrid work environment, combining both remote and in-office settings, designed to optimize performance and team collaboration while offering flexibility. This position commands a fast-paced and deadline-driven atmosphere, necessitating agility in prioritizing tasks and adherence to high standards of service delivery. As part of the IT Operations Team, the Manager is expected to seamlessly integrate into the dynamic work environment at the Corporate Campus and Branch locations,…