Manager, Service Desk - Toronto, Canada - Toronto Public Library

Toronto Public Library

Verified Company

Toronto, Canada

5 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Reporting to the Manager, Enterprise Technology, the Manager, Service Desk & Device
Management will be responsible for delivering high-quality end-user/staff and systems support
services. The Manager is responsible for managing daily operations of the Service Desk and acts as
the single-point-of-contact (SPOC) for all IT areas. The manager will lead the Service Desk team,
representing the team to other stakeholders, helping to ensure operational efficiency, and
contributing toward continuous improvements of the Service Desk operation. This role will deliver
leadership of the Service Desk team, tracking compliance with service level agreements (SLAs), and
handling escalations. The Manager will also lead the Device Management team that is accountable
for planning, procurement, and full asset life cycle management of end-user devices including
deployment, replacement and disposal. The Device management role includes administration of
software updates, malware platform detection and remediation and patch management of
Information & Technology Services portfolio to ensure consistency in service delivery and a high
customer satisfaction rate for TPL staff.

DUTIES:

Service Desk
Oversees the day-to-day organization and operation of the Service Desk environment to
support staff IT incident and request management processes with high first call resolution
rate.

Acts as the escalation point for staff/end-user issues, specifically related to reactive
technical support and escalates appropriate issues to the Manager, Enterprise Technology
and the CIO.

Sets communication standards and ensures clear and timely notifications (including major
incidents, maintenance & downtimes) to the user community.

Works cross-departmentally with other ITS managers and takes a lead in major incidents to
ensure a coordinated response.

Oversees incident and request management processes to ensure the correct escalation
processes are followed, SLAs are met, and end-users/staff are kept updated throughout the
process.

Provides input into information technology strategies, policies, and procedures.
Facilitates incident/problem analysis and works with other ITS teams to implement

permanent fixes to eliminate repeat incidents/problems, based on root-cause analysis.
Works with other ITS managers and project teams to ensure Service Desk staff are provided

with training, documentation, and transition to operation support procedures for launch of

Defines and manages service desk key performance metrics, including first call resolution,
aged ticket analysis, and prepares periodic reports for management with recommendations
and trends.

Develops, implements, and analyzes end-user/staff satisfaction surveys to contribute to on
- going Service Desk staff development and operational improvements.

Ensures all measurable Key Performance Indicators (KPI) are met and/or exceeded and
leads service desk initiatives relating to customer service excellence, continuous process
and operational improvements for service level management to meet business needs.

Manages Service Desk operational projects such as but not limited to, creation and
maintenance of the knowledge base, selection and maintenance of incident management
and other service desk tools.

Ensures knowledgebase repository, technical documentation, support procedures and user
manuals for service desk support functions for on-going operational accountabilities are
created and maintained.

Manages vendor relationships related to daily operational needs while ensuring vendor
SLAs are met.

Develops and champions the Customer Service Strategy for Information & Technology
Services portfolio.

Device Management
Provides leadership in TPL's IT asset life cycle, asset management and compliance practices.
Develops and maintains related strategies, roadmaps, policies, processes & standards (ex.

Print, Computing Environment and Commercial Off-the-Shelf Software (COTS)).
Reviews and approves IT procurement (hardware, COTs, services, licenses, maintenance,

etc.) in accordance with established contracts, hardware and software standards.
Provides leadership in the planning and execution of device replacement projects
Develops, maintains, and enforces proper hardware disposal process to ensure TPL assets

are properly disposed of, including proper data disruption.
Collaborates closely with other teams as required in planning initiatives related to testing,

piloting, and rollout of hardware and software devices.
Enables asset management practices to ensure accurate account of technology and COTS,

lifecycle costs, and risks in order to optimize spending and support lifecycle management
and strategic planning and decision-making.

Preforms on-going asset monitoring and performs periodic reviews and reconciliations of
data captured within the asset management system to ensure the system is accurate and
complete;

People Leadership
Hires new staff, transfers, promotes, approves wage increase