Manager, Service Desk Device Management
Broadbase Human Resources, Canada
Job Description
Reporting to the Manager, Enterprise Technology, the Manager, Service Desk amp; 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. They 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. As such, the manager will be managing Service Desk staff, tracking compliance with service level agreements (SLAs), and handling escalations. The Manager will also lead the Device Management team that is accountable for procurement, asset life cycle management, including replacement and disposal of end-user devices and commercial-off-the-shelf software (ex. PCs, Macs, laptops, tablets, printers, mobile phones, Adobe). Finally, the Manager will lead the Customer Service Strategy for the Information amp; Technology Services portfolio to enable consistency in service delivery and a high customer satisfaction rate for staff.
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 amp; 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 new applications and services.
- 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 ongoing 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 amp; Technology Services portfolio.
Device Management
- Provides leadership in IT asset life cycle, asset management and compliance practices.
- Develops and maintains related strategies, roadmaps, policies, processes amp; 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 assets are properly disposed of, including proper data disruption.
- Collaborates closely with other teams as required in planning initiatives related to testing, piloting, and roll-out 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 mo