IT Service Desk Manager

Position: IT Service Desk Manager at Mackenzie Health
Elevate customer support levels as the Manager of Service Desk at Mackenzie Health. This role focuses on operational excellence and staff leadership within the digital health landscape.

As the Service Desk Manager, your primary responsibility will be managing support operations, ensuring service quality across two locations. You will leverage your extensive IT background, particularly in the use of Service Now for incident management, to support both users and the organization. The role also requires developing service-level agreements and optimizing processes for efficiency and effectiveness.

Key Responsibilities:

• Lead daily Service Desk operations with a focus on service quality

• Oversee problem management, ensuring timely resolutions

• Develop IT Master Service Level Agreements

• Monitor key performance indicators and staffing needs

• Manage vendor relationships to enhance service delivery

Requirements:

• Bachelor’s degree in a relevant field

• 5-7 years in a related IT role

• 2-3 years in a managerial capacity

• Familiarity with ITIL practices is a plus

• Strong conflict management and organizational skills

Support Mackenzie Health in delivering exemplary digital health services through effective service desk management.
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