Manager, Service Desk Jobs

Role Description

The Service Desk Manager supports the continual identification, monitoring, and review of IT service levels including new service transition, maintenance, upgrades, and technology optimization. Reporting to the Senior Manager, Service Delivery, this role is responsible for managing the daily operation of Service Desk in the IT organization and ensuring that all arrangements are in place with internal IT support team and external suppliers. The Service Desk Manager will ensure that all defined services are delivered at the operational level to meet agreed service level agreements, which includes taking an end-to-end view of services and proactively sourcing opportunities for continuous improvement of service delivery.

The successful candidate has a key role on our exceptional service delivery team, one who is an experienced service desk manager with proven people management experience, an exceptional problem solver with excellent communication, and a self-motivated individual.

Responsibilities

• Create and foster a customer centric and continuous improvement culture within the Service Desk team to deliver an outstanding employee experience with every interaction.
• Identify and implement continuous service improvements for people, processes, and technology.
• Promote a culture of continuous improvement, operational efficiency, and effectiveness to deliver an exceptional and consistent employee experience.
• Produce, analyze, make improvement recommendations, and present Monthly Operating Reports to IT leadership and other stakeholders on a monthly basis.
• Proactively escalate issues to the appropriate support group or management as applicable.
• Collaborate and communicate with a multitude of stakeholders including end users, peers, vendors, and leaders.
• Ensure asset and inventory management records are maintained and up to date as defined by QuadReal asset management standards.
• Ensure compliance with all QuadReal policies, procedures, and standards including IT, Cyber Security, and Privacy.
• Plan, socialize and manage Stand-by/ On-Call schedule for the Service Desk team to ensure 24x7x365 IT coverage for all QuadReal employees and locations.
• Provide leadership to the Service Desk team and ensure all incidents and service requests are resolved effectively and efficiently.
• Create, maintain, contribute, and promote relevant Service Desk documentation using QuadReal’s knowledge repository including but not limited to the publication of knowledge articles/knowledge sharing/Standard of Procedure/Process & Procedures/User guidelines/training materials, etc.
• Provide feedback, coaching, and mentoring support for the Service Desk team including onboarding, career development, and performance improvement, including review and analysis of individual assigned tickets.
• Function as the point of contact for first-level escalation of critical and high-priority incidents, including participating in major incident management and post-incident reviews as assigned.
• All other duties as assigned.
• Stay current with industry technology trends and advancements; be proactive to recommend technology updates while maintaining technical knowledge for current support responsibilities.
• Monitor and track Service Desk performance metrics and KPIs to ensure compliance with SLAs/SLOs and CSAT targets.
• Establish and manage team and individual performance goals on a quarterly basis or more frequently as required.

Experience and Qualifications

• Team-oriented and skilled in working within a collaborative environment.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• 5+ years of proven experience in a Service Desk management or supervisory role, or similar leadership role with proven people management experience.
• Six Sigma or TQM certification is considered an asset.
• 10+ years of proven enterprise experience in technical support or service desk role.
• Deep understanding of IT and support processes
• Service & process-oriented and data-driven mindset to create business value for service delivery.
• ITIL certification is required. Relevant certification(s) are considered an asset.
• College diploma in Computer Science, Information Technology, or a related field is required.
• Proven record in driving continuous service improvement.
• Proven analytical and problem-solving abilities.
• Highly self-motivated and directed individual.
• Strong interpersonal verbal & written communication, and customer service skills.
• ServiceNow experience is required.
• Keen attention to detail.

Work Conditions

• Ability to work in a fast-paced, high-volume, customer-centric, and continuous improvement environment.
• May be required to work a modified workday(s) or weeks(s) to meet business and Service Delivery requirements.
• Provide onsite services five (5) days/week during business hours, or as required to meet business and Service Delivery requirements.

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.