Service Desk Analyst - C$83,000 - C$100,000 A Year
J&M GroupToronto, CanadaFull-time
Provides Level 1 IT support, manages user requests, and maintains incident/problem status. Show more
Manager, Service DeskMackenzie Health • Richmond Hill, Ontario, Canada
Manager, Service Desk
Mackenzie Health • Richmond Hill, Ontario, Canada
30+ days ago
Job type
- Full-time
Job description
Employment Type : Full-Time
Experience: years
Vacancy: 1
Job Description
Reporting to the Director Application and End-user Support the Manager Service Desk will manage a team of Service Desk and System Support Analysts responsible to provide Digital Health customer support services to the organization. This experienced IT professional will be responsible for managing operational teams to support a two-site model with a focus on service quality and continued improvement.The Manger Service Desk will manage day to day operations of the Service Desk and the organizational hardware environment to ensure laptops PCs and devices are performing optimally to ensure high levels of availability and will be responsible for incident and request management processes through the enterprise ITSM platform ServiceNow. Furthermore they will maintain a current problem management knowledge base to ensure timely resolution of issues including a thorough root cause analysis for all major incidents while ensuring that they are clearly identified and escalated to appropriate teams for resolution. Responsibilities will include developing and maintaining standard procedures to ensure compliance and increased productivity and to support department operations to ensure quality and SLA objectives are achieved and maintained. The successful incumbent will also be responsible for developing managing and delivering IT Master Service Level Agreements and developing optimizing a ServiceDesk model to support the organization as required. Additional duties will include analyzing workload metrics preparing operational reports and statistics and vendor management. Contribute to safe quality care by:- Managing a workload effectively in a fast-paced environment.
- Addressing and resolving issues in a productive respectful manner.
- Exercising sound professional judgment and using best practice guidelines.
- Contributing to a safe inclusive environment for all through compliance with patient and staff safety policies and procedures.
- Bachelors degree in computer science engineering or a related study or an equivalent combination of education training and experience.
- Minimum 5 7 years recent related career experience in a large complex organization.
- Minimum 2 3 years recent related career experience in management.
- Experience with platforms such as:
- ServiceNow ITSM solution
- Active Directory
- Microsoft Exchange
- Office365
- Windows Operating Systems
- Microsoft Office
- VPN
- Enterprise antivirus
- Mobile Devices
- AV Equipment
- Excellent organizational interpersonal skills with exceptional verbal written communication and conflict management skills with strong initiative to achieve high standards of service and performance.
- Critical thinking and problem-solving skills that enable quick resolution of issues.
- Leadership abilities including the abilities to teach direct and motivate staff.
- Professionalism attention to detail and focused customer service ethic.
- Ability to handle and prioritize multiple demands concurrently.
- Exercises initiative and good judgment with ability to multi-task.
- Demonstrated ability in interpersonal communication diplomacy coaching facilitation and team building skills at all levels of the healthcare environment.
- Demonstrated expertise in IT applications.
- Ability to translate clinical/non- clinical issue into IT solutions.
- Demonstrated commitment to professional development.
- Demonstrated ability to promote and manage change.
- Ability to work independently and as a member of a team.
- Time management and organizational abilities including demonstrated ability to problem solve prioritize a varied workload and function in a changing and stressful work environment.
- Proven attendance record.
- Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
- Ability to perform the essential duties of the job.
- Effectively uses empathy in interactions with others.
- Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment.
- ITIL Certification an asset.
- Project Management Professional (PMP) Designate is an asset.
---
Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.
Our hiring process does not involve the use of artificial intelligence (AI) to screen assess or select applicants.
We thank all applicants for their interest; however only those under consideration for an interview will be contacted.
---
#MackenzieHealthCareers #LI-JB2Required Experience:
Manager
Employment Type : Full-Time
Experience: years
Vacancy: 1
Create a job alert for this search
Manager, Service Desk • Richmond Hill, Ontario, Canada
Similar jobs
Empower Your Leadership as a Restaurant Service Manager
JOEY Restaurant GroupToronto, ON, CAFull-time
Ignite your passion and lead a thriving restaurant as a Service Leader.Develop high-performing teams while advancing your skills in a dynamic, fast-paced environment.This role focuses on attracting... Show more
Service Delivery Manager - C$90,000 - C$120,000 A Year
Tata Consultancy ServicesEast York, CanadaFull-time
Manage the end-to-end delivery of IT services, ensuring alignment with business objectives and SLAs.Act as a liaison for stakeholders, focusing on operational performance, incident/problem manageme... Show more
){kind=logo}
Senior Service Delivery Manager
Connor, Clark & Lunn Financial Group (CC&L)Toronto, CanadaFull-time
Senior Service Delivery Manager – Information TechnologyConnor, Clark & Lunn Financial Group LtdToronto, ONAbout The RoleWe are looking for a Senior Service Delivery Manager (IT) for an existin... Show more
Senior Service Delivery Manager (Toronto)
Ateko, backed by Bell CanadaToronto, Ontario, CanadaFull-time
Senior Service Delivery Manager (Toronto) Direct message the job poster from Ateko, backed by Bell Canada.Service Delivery Managers (SDM) / Technical Project Manager.Service Delivery Manager (SDM) ... Show more
Senior Service Delivery Manager - $160,000 - $175,000 A Year
Connor, Clark & Lunn Financial GroupToronto County, CanadaFull-time
Manages IT service delivery, ensuring quality, improvement, and alignment with business needs.Leads a team, focusing on incident, request, and change management.Requires strong technical understand... Show more
Manager, Service Desk
Mackenzie HealthRichmond Hill, York Region, CAFull-time
Reporting to the Director, Application and End-user Support, the Manager, Service Desk will manage a team of Service Desk and System Support Analysts responsible to provide Digital Health customer ... Show more
Director of Digital Service Desk & Innovation
Ontario Medical AssociationTorontoFull-time
A prominent health organization in Toronto seeks a Director of Service Desk to oversee operations and enhance digital support services.The ideal candidate has extensive IT experience and holds rele... Show more
Manager, Service Delivery & Partner Performance - $123,000 - $166,400 A Year - Remote
MarqetaToronto County, CanadaRemote
Full-time
Manages service delivery and partner performance to transform customer support into a competitive advantage through data-driven insights, technology, and strategic partnerships. Show more
Enterprise Managed Services Leader
BDO CanadaMarkham, ON, CAFull-time
Putting people first, every day.BDO is a firm built on a foundation of positive relationships with our people and our clients.Each day, our professionals provide exceptional service, helping client... Show more
BMO Network Operations Director Role
BMOToronto, ON, CAFull-time
Step into an essential leadership role at BMO as the Network Operations Director, responsible for overseeing network services in Canada, the US, and internationally.This position focuses on maintai... Show more
IT Service Operations Manager — Lead with Service Excellence
Options Consulting SolutionsToronto, Ontario, CanadaFull-time
A leading consulting firm in Toronto seeks a Manager, IT Support & Service Operations to lead a team providing centralized technical support.Responsibilities include overseeing operations, mentorin... Show more
Managed Services Team Lead - $85,000 - $100,000 A Year
Terra Dygital SolutionsEast York, CanadaFull-time
Lead a technical support team, manage daily operations, provide advanced IT support, and ensure high-quality service delivery for clients.Responsibilities include training, project management, and ... Show more
MSP Service Manager
JobtailorToronto, Ontario, CanadaFull-time
Do you thrive on leading teams, keeping operations seamless, and ensuring client success? If service delivery is your passion, this role is for you!.Join a dynamic and growing managed services prov... Show more
Baxters Landing Service Manager Opening
The Landing Restaurant GroupToronto, ON, CAFull-time
Step into a leadership position at Baxters Landing as Service Manager where your passion for hospitality will shine.Ensure outstanding service and engage with a dedicated team to create remarkable ... Show more
Manager, U.S. Alliances and Networks
MediumToronto, ON, CAFull-time
Take on the role of Manager, U.Alliances and Networks at Caseware.Focus on cultivating partnerships and driving network strategy to enhance engagement and growth in the fintech landscape.This posit... Show more
C3 Operations Leader - 24/7 ITIL-Driven Service Desk
Cloud Carib LimitedToronto, ON, CAFull-time
A leading cloud service provider located in Ontario, Canada is looking for a Senior Manager to oversee operations at the Command-and-Control Centre.The ideal candidate will have extensive experienc... Show more
Manager Service Enhancement
Fidelity CanadaToronto, ON, CAFull-time
Responsible for supporting and driving innovation throughout service delivery, overseeing the Client Services (CS) projects/initiatives portfolio, managing change, and coaching product owners and p... Show more
Manager of IT Services and Operations
Onico SolutionsRichmond Hill, York Region, CAFull-time
Lead IT operations at an academic institution, enhancing technology services to further the academic mission.Manage departments effectively while implementing best practices throughout the organiza... Show more
Senior Service Delivery Manager - Remote & PMO Lead
PythianToronto, ON, CARemote
Full-time
A leading data services company is seeking a Service Delivery Manager in Mississauga, Ontario.This role involves managing customer relationships, overseeing service delivery, and ensuring quality a... Show more