Posting Details
Job Details
Description
IT Service Manager
Reports To : Director of IT Operations & Information Security
Location : Canada
The IT Service Lead is responsible for providing IT support throughout the whole organization. Leading a team of IT professionals, the position requires the maintenance of IT programs, organizational wide servers, and IT equipment.
This includes the responsibility of managing all procedures related to identification, prioritization, escalation, and resolution of incidents and service requests, including monitoring, tracking, communication, and coordination of Helpdesk functions.
The IT Service Managers is proficient using both hard and soft skills to do their jobs effectively. They use technical knowledge to diagnose and address issues with networks, hardware, and software.
They also use soft skills like verbal communication and leadership to effectively manage their team of employees, communicate larger issues to the entire user base and prepare operational metrics to Management.
Core Competencies
- Accountability and Dependability
- Adaptability
- Analytical Thinking
- Communication
- Creative and Innovative Thinking
- Detail Orientated and Precision
- Development and Continual Learning
- Enforcing Laws, Rules and Regulations
- Ethics and Integrity
- Mediating and Negotiating
- Planning and Organizing
- Service Orientation
- Teamwork
- Time Management
Job Duties
- Manage the help desk team and evaluate performance
- Ensure end-user service is timely and accurate on a daily basis
- Recruit, train, and support help desk technicians
- Define and track the SLA
- Follow up with end-users to identify areas of improvement via direct contact or satisfaction surveys
- Develop weekly and monthly reports on help desk team’s productivity
- Manage escalation to supporting teams and the communication with the end-user until resolution
- Configure and develop the ITSM software, including the Asset Management module, Service Catalog, Self-Service Portal
- Participate in establishing a Change Management process and facilitate the weekly CAB meeting
- Automate and optimize standard service requests to improve efficiency
- Ensure that the knowledge is documented in the KB and team is cross-trained
- Incident and Problem Management to identify root cause and prevent future incidents
- Streamline the IT procurement process from purchase to decommission
- Manage vendors and invoice processing
- Assist with the planning, development and management of IT services, programs and support throughout the organization
- Ensure that the phone system is operational and there is capacity for growth
- File and archive all IT related documents related to software maintenance and IT problems
- Maintain files of warranties for equipment and contacts suppliers as needed for equipment issues
- Document all defective parts for units and track return progress.
- Provide training to end users on hardware and software as needed
- Act as a technical resource and provide expertise and guidance for internal and external inquiries
- Provide orientation to new users of existing technology
- Provide individual training and support on request
- Load all required software on new workstations (create a corporate image)
- Prepare hardware for disposal (safe erase) when needed
- Other related tasks as assigned
Requirements
- Bachelor or college degree in Computer Science or relevant field.
- 5-7 years of experience as an IT Service Manager.
- ITIL Foundation, CompTIA A+ and Network+ certifications preferred.
- Solid technical background with an ability to give instructions to a non-technical audience.
- Excellent verbal and written communication skills
- Bilingualism (English and French, written and spoken).
- End-user-service oriented with a problem-solving attitude.
- Highly Organized, Methodical, and Dependable.
- Hands on experience with help desk and remote-control software.
- Ability to work well under pressure and meet set deadlines.
Working Conditions
- Occasional overtime required.
- Business casual dress code.
- Flexible working schedule and possibility to work remote.
Qualifications
Skills
Required
French Language Proficiency
Advanced
English Language Proficiency
Advanced
Behaviors
Motivations
Education
Preferred
College Diploma / Certificate or better in Computer Science or related field.
Experience
Required
5 years :
5 an en Gestion de l'informatique
Licenses & Certifications
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