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    Service Desk Supervisor - Vancouver, Canada - Langara College

    Langara College
    Langara College Vancouver, Canada

    1 week ago

    Default job background
    Full time
    Description

    Job Description:

    The Service Desk Supervisor is responsible for overseeing and coordinating the day-to-day functions of the IT Service Desk. The supervisor will monitor the Service Desk ticket system to ensure an efficient and effective service by all computer support technicians and to ensure that all the Service Level Agreements (SLAs) are met. As part of the day-to-day operation, the Service Desk Supervisor will schedule shifts, prioritize requests, and direct requests to the appropriate IT team when needed. This position will also assist in development of new SLAs and maintain the IT Service Catalogue.

    Qualifications Required:

    Education & Experience

    • Completion of a two (2) year post-secondary diploma in Computing Studies.
    • Additional coursework in supervisory skills, business management, or equivalent.
    • Four (4) years related experience supervising in a service desk environment.
    • Four (4) years related experience providing technical support.
    • An equivalent combination of education, training and experience may be considered.
    • ITIL Foundation certification required.
    • KCS certification required.
    • Detailed knowledge and experience of desktop computer hardware, operating systems and application tools and techniques.
    • Detailed knowledge and experience in Service Desk call center operations, procedures and tools.
    • Experience in writing effective technical documentation.
    • Experience providing and managing user support technology, preferably in higher education environment.

    Skills & Abilities

    Demonstrated skill and ability to effectively:

    • Communicate with others [verbally and in writing]; describing technical concepts to users.
    • Determine and provide technical support and advice relating to client-centered services.
    • Organize, manage and prioritize time to meet deadlines.
    • Contribute to the improvement of department services and operation.
    • Work both independently and as a member of a committee or team.
    • Work harmoniously with others.
    • Perform duties to meet established policies, practices and standards.
    • Ability to write technical and user support documentation.
    • Ability to maintain current knowledge of industry trends and standards.
    • Ability to provide technical support of Windows and Mac OS environments.
    • Able to use computer applications such as word processing, database, spreadsheet and Web portal in Windows/Unix/Linux.

    Shift is Monday to Friday. Hours: 8am - 4pm.

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