Managed Services Coordinator

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti‑racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

As the Information Technology (IT) Managed Services Coordinator (MSC) you will work with clients on escalated critical issues, guide clients through IT processes, monitor and address contractor service and performance issues and manage escalations from multiple channels to maintain customer satisfaction standards. You will mentor staff and advise on training and development plans and priorities. You will use in-depth technical knowledge of the City's IT infrastructure to set standards, troubleshoot problems, and work with our partners to continuously improve the security of the City's endpoint devices.

Primary duties include:

• Provide daily supervision and continuous improvement of the managed service contracts for IT Asset Procurement and Management.
• Manage the service providers to maintain our customer satisfaction standards. Work with service providers, business partners, clients at all levels of the City including executives and IT management to ensure IT continues to provide service professionally and promptly.
• Develop technical specifications and advanced troubleshooting of the City IT endpoint computing infrastructure.
• Safeguard the corporate computing environment from changes that would undermine and risk its ongoing stability, functionality and security.
• Plan, coordinate and provide training for high‑profile technology and business projects.
• Provide management‑level reporting and metrics that require advanced problem‑solving and data analytics to support decision‑making and continuous service improvements.

• A completed 2‑year diploma in an Information Technology related field with at least 5 years of experience demonstrating advanced technical skills in the desktop/laptop computing environment is required OR 5 years of experience in a large IT environment providing customer service and/or process management.
• At least 2 years of experience with BMC Remedy.
• Experience in City of Calgary Information Technology (IT) would be an asset.
• Experience with Power BI (Business Intelligence) would be considered an asset.
• Experience working in an IT support role and working with workflow management tools, or experience in a managed services environment would be an asset.
• Success in this role requires great customer focus, results orientated, building relationships, planning, organizing & coordinating as well as technical knowledge, and skills.

• A security clearance will be conducted.
• Successful applicants must provide proof of qualifications.

• This position may be eligible to work from home for at least part of the time as one of several flexible work options available to City employees. These arrangements depend on the operational requirements of the role, employee suitability, and are subject to change based on operational needs and corporate direction.