Manager, Service Desk - Toronto
1 week ago
Job summary
This position oversees and directs end-user support and service desk personnel to ensure daily shift coverage is planned and scheduled Conduct weekly huddles with team leaders Perform weekly audits of tickets per agent for quality review Review and update team performance matrix monthly Establish objectives SLAs KPIs to gauge customer satisfaction and service performance Define SLA Targets maintain them at or above target% each month Conduct stakeholder interviews to define KPIs Define publish initial SLA targets Publish review a monthly KPI dashboard shared with leadership Track team performance ticket trends implement improvement strategies Deliver monthly performance trend report to leadership Implement track improvement plans Conduct coaching for team members below performance threshold Review update ticket categories Collaborate with IT leadership align business requirements support plans Host regular IT-business alignment meetings Create maintain a service support impact register Summarizing how service desk KPIs incident trends reflect impact business priorities Ensure adherence to ITIL/company procedures create SOPs/documentation Update create SOPs Conduct compliance audits Conduct spot checks on random closed tickets regularly Maintain centralized SOP repository with monthly audits Oversee escalation procedures interact stakeholders efficiently Track reduce repeat escalations from VIP users Establish maintain a business-facing escalation guide Insure effective resolution of tickets Discuss patterns in escalations from the service desk with deferent teams Maintain escalations log Manage hiring coaching performance evaluations Complete performance evaluations all team members Ensure every team member has an annual Individual Development Plan Maintain average agent performance utilized efficiently Oversee training onboarding new team members Ensure new hires complete onboarding checklist Achieve mandatory training modules allocated time Coaching logs available low perform Encourage implement technological enhancements Propose tool process enhancements quarter Reporting measured impacts enhancements Suggested technological enhancements expected impact Technological reviews Gaps identifications
Job description
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