Manager, IT Service Delivery

Job Description

About Our Client :

Bayshore HealthCare is one of the country’s leading providers of home and community health care services and is a Canadian-owned company.

With over 100 locations across the country, including home care offices, pharmacies and infusion clinics, Bayshore has more than 13,000 staff members and provides care to over 350,000 clients.

They are dedicated to enhancing the quality of life, dignity and independence of all Canadians, by providing customized care plans and solutions that allow clients to remain in the comfort of their own home.

JOB SUMMARY

Reporting to the Sr. Manager, IT Service Management will be an experienced individual with hands-on technical & process experience with leading and managing services provided by the Service Desk including service desk strategies, ITIL best practices, and quality initiatives.

The Manager, IT Service Delivery will be a champion of End User Services leading practices across a dynamic enterprise and will contribute to the development and execution of enhanced service delivery.

The role’s primary duty will be to lead the Service Desk & Desktop Support teams with a focus on the development of continuous improvement plans, strategic and operational initiatives, and service desk technology solutions to improve overall customer experience.

This position requires deep experience in Service Desk best practices, including queue management, quality management, knowledge management, and continual improvement.

This role requires strong problem-solving and analytical skills and must ensure both operational stability and End-User satisfaction

DUTIES AND RESPONSIBILITIES

• Lead all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs.
• Identifying, and implementing opportunities to automate repeatable tasks to streamline Service Desk and self-service operations.
• Ensure proper management, prioritization, and triage of incoming tickets.
• Monitor the daily volume of tickets generated and help prioritize the backlog to ensure it is kept at a minimum, and all issues and requests are resolved promptly with the highest customer satisfaction.
• Research, Identify, and adjust key service level targets, metrics, and reports that measure the quality and effectiveness of services.
• Evaluate performance regularly to ensure an elevated level of client satisfaction, and quality and ensure the majority of the tickets are resolved at first contact.
• Ensure that ITIL processes tickets are reviewed and approved according to the approved process.
• Lead the day-to-day operations of the IT Service Desk with a strong emphasis that all processes used by the Service Desk are thoroughly documented, audited, maintained, and followed.
• Create dashboards regarding ticket trends, service level agreements, and average ticket resolution time, and develop metrics to evaluate technical issue response time and resolutions.
• Responsible for the development, and maintenance of standardized work practices and processes that support IT Service Desk & End User Device Management activities including deployment and technical management of End User Device refresh strategies to maintain currency and reliability of desktop devices.
• Must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. You must be available to work, as required, in the event a Major Incident is identified requiring resolution facilitation and / or communications.
• Foster a positive work environment, providing technical and professional mentorship to team members and building strong business and employee relations.
• Provide technical hands-on support of the user desktop environment including Windows 10, O365, Adobe Acrobat, and Collaboration technologies such as Zoom, Teams, Jabber, etc.

Work with AD or Windows Server 2016 and higher.

• Create training plans / documentation and provide live training for IT Systems used by Bayshore employees. Capture relevant documentation within the Knowledge Base in ServiceNow.
• Provide in-depth technical expertise and support across the lifecycle management of all endpoints such as Desktops, Laptops, Micros, iPhones, Androids, Conference Room Equipment, etc.
• Provide inventory control and lifecycle asset management for end-user computing devices. Participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and execute asset procurement activities.
• Work with relevant IT and Business stakeholders as part of broader technology initiatives and implementations playing a service deployment role such as OS upgrades, security software upgrades, major app rollout, and hardware upgrades.
• Ensure timely and accurate entry of data into all incidents, change or request tickets, assets , and licenses.

Other

• Participate in ongoing internal and / or external continuing professional development activities
• Adhere and enforce Bayshore Policies and Procedures.
• Participates in proactive Health & Safety activities while performing all duties. Is responsible for notifying immediate Supervisor of any Health & Safety risks or concerns.

Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.

Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.

SKILLS AND QUALIFICATIONS

• Completion of a Bachelor’s degree in Management Information Systems, Computer Information Systems, Computer Science, or a related discipline or a combination of education, training, and experience deemed equivalent.
• Minimum 5+ years of Service Desk Management Experience.
• ITIL v3 / v4 Foundation Certificate is a must. ITIL Intermediate certifications are an asset.
• Solid understanding of network (WAN, LAN, VPN), telephony systems, and print services. Demonstrated knowledge and skills with PC Operating Systems, computer hardware repair, and device connectivity (TCP / IP, network adapter configuration)
• Strong domain knowledge of SCCM, AD, Exchange, ServiceNow, Windows 10, Intune, Asset Management and M365
• Excellent understanding of the organization’s goals and objectives.
• In-depth knowledge of applicable data privacy practices and laws.
• Strong understanding of human resource management principles, practices, and procedures.
• Strong understanding of project management principles.
• Experience in creating, implementing, and driving continual service improvement plans through workflow automation including Shift-Left strategy and frameworks.
• A general understanding of a variety of best practices including project management, Agile, Lean, Six Sigma etc.
• Must be available to work onsite at least 3-4 days per week to support team collaboration and operational needs.

Other Skills and Abilities

• Strong leadership skills. Excellent written and oral communication skills. Excellent interpersonal skills.
• Ability to conduct and direct research into IT issues and products as required. Ability to present ideas in business-friendly and user-friendly language.
• Ability to perform general mathematical calculations to create business cases, budgets, etc.
• Highly initiative-taking and directed. Strong attention to detail.
• Proven analytical, evaluative, and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation. Extensive experience working in a team-oriented, collaborative environment.
• A preference to work in a fast-paced environment and be a member of a closely-knit, high-performance team. Self-motivated with a strong tolerance to ambiguity and change.

Requirements

Windows 10IT Service DeliveryMicrosoft IntuneServiceNowSystem ConfigurationService Desk ManagementWorkflow AutomationService Improvement PlansSkill DevelopmentMicrosoft Endpoint Configuration Manager