It Service Desk Manager

Please note this role will work in a hybrid environment. The successful candidate will be working in one of our site offices across Canada, with a mixture of on and off-site work based on the parameters for our operations to meet the needs of our donors, our staff and our communities. Currently, employees are expected to have an in-person presence for at least 40% of their work time. This requirement is subject to change, based on operational needs.

Job category: Information technology

Job posting ID: 4722

Employment status: Regular full-time

Position's anticipated start date: 2023-08-01

Classification: PTS/MGT/IT B

Salary/Rate of pay: $105,000 - $121,000

Application deadline: 2023-07-14

Do you currently work for Canadian Blood Services? All employees must apply via the internal career page .

Together, we can make all the difference in the lives of others.

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

If you are looking for a rewarding experience with a values and mission-driven team, join Canada’s Lifeline and make a meaningful difference.

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

About The Role

Canadian Blood Services is looking for a Regular full-time IT Service Desk Manager to join our dynamic IT Infrastructure Operations & Delivery team.

The IT Service Desk Manager is responsible for the management and direction of a team of IT professionals consisting of Client Support Analysts and for related ITIL practices. The National Service Desk is the face of IT at Canadian Blood Services; responsible for providing timely, thorough and professional support to Canadian Blood Services employees on IT matters. The team is also responsible for governing Incident, Change and Problem Management through an ITIL framework.

Key Responsibilities Include:

Staff Management

• Conduct employee performance review and provide performance and appraisal rating.
• Ensures that the embedded Service Desk Operations team provides guidance and mentorship to the Client Support Analysts.
• Accountable for managing a team of technical resources who provide support (7 days x 24 hours x 365 days) to CBS employees through IT service requests and incident intake processes.
• Ensure that staff are provided with adequate continuous training and development.

Financial

• Forecast and manage the cost structure of IT National Service Desk, ensuring that an adequate budget is allocated to provide the required services. Provide suggestions for cost saving opportunities on the budget.

Incident Management

• Ensure the team represents IT in a timely, professional manner by addressing incidents or requests to the best of their ability, engaging subject matter experts as required.
• Through the outage coordination role, ensure that outages are communicated in a timely manner to appropriate teams. Provide facilitation role for outages.

Strategy/Stakeholder Engagement

• Where applicable, drive automation of manual tasks or processes.
• Present updates on issues, recommendations and service levels to the IT management team on a regular basis.
• Establishes and maintains collaborative working relationships with client groups within and outside of IT.
• Continually looks for process improvements in the delivery of services to clients.
• Provide strategic and technical advice, identify issues, risks and recommendations to project teams, stakeholders, and senior management.
• Ensures that technical quality of work performed meets customer needs.

Compliance

• Ensure IT and Quality best practices and procedures are followed to maintain stable, secure and effective systems and infrastructure.
• Ensure that all required documentation is written and maintained according to procedures.
• Drives IT participation and adoption of ITIL practices such as Incident, Problem and Change Management.

Qualifications:
Education, Training and Experience:

• An equivalent combination of education, training and experience may be considered.
• Post-secondary level education in a relevant discipline from recognized academic institution, preferably a University Degree in Computer Science, Information Systems, or equivalent.
• Minimum of 5 years management experience in leading a multi-disciplinary team of IT staff.
• Experience with building customer/business relationships.
• Experience in providing prompt, professional IT Services in a time sensitive environment.

Demonstrated Competencies, Knowledge, Skills and Abilities:

• Flexibility is required to independently work with others in a wide variety of circumstances.
• Experience in maintaining and managing the operations of an ITSM platform such as Ivanti would be an asset.
• Ability to convey technical information to non-technical audiences.
• Experience partnering with a wide variety of business and IT levels and experience backgrounds.
• Ability to manage team workload and track allocation of resources to ensure high priority deliverables are completed in a timely manner.
• Ability to calmly and efficiently manage service outages requiring immediate attention.
• Advanced organizational, communication and interpersonal skills.
• Ability to work off-hours during major outages when required.
• Strong technical skills.

Benefits:

• Comprehensive group health, dental and vision benefits.
• Defined Benefit Pension Plan.
• Employee discounts, wellness programs, and much more!
• Annual performance award opportunity up to 10%.
• Competitive base salary range.
• Flexible hybrid work schedule.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.
Canadian Blood Services requires that all employees be fully vaccinated (COVID 19 vaccine doses as approved by Health Canada), subject to any medical or other human rights considerations. Persons who have been vaccinated outside of Canada must contact their local Public Health Unit in order to obtain a vaccine equivalency certificate.
If this role resonates with you, we encourage you to apply! This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives.
We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment (such as testing) will be contacted. Applicants who require accommodation should discuss their needs with us.