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Manager, Service Desk (Offshore Team) (Closed)

WE ARE LOOKING FOR A MANGER, SERVICE DESK. Our client is hiring a Manager, Service Desk for a full-time position. 

Manager, Service Desk

The Service Desk Manager’s role is to build an off-shore Service Desk team (Pakistan) and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions.

About the Opportunity

• Establish and enforce Service Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Plan and conduct performance appraisals of Service Desk staff
• Manage the processing of incoming requests to the Service Desk to ensure courteous, timely, and effective resolution of end user issues
• Design and enforce request handling and escalation policies and procedures
• Coordinate hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Monitor and test fixes to ensure problems have been adequately resolved
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Track and analyze trends in Service Desk requests and generate statistical reports
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
• Oversee the development, implementation, and administration of help desk staff training procedures and policies
• Train, coach, and mentor offshore Service Desk Technicians 

About You

• College diploma or university degree in the field of computer science, information sciences, or related field
• Minimum of 3 years of service desk management experience
• Certifications in Microsoft technologies, ITIL or ITSM
• Establishing and executing a strategy for the Service Desk organization
• Demonstrated experience in elevating the performance and professionalism of the Service Desk function
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
• Deep experience with Microsoft desktop and server operating systems
• Extensive application support experience
• Highly empathetic to the needs of end users
• Driven, self-starter who takes the initiative to identify and implement improvement opportunities
• Solid relationship management and performance management skills
• Ability to motivate and direct staff members and subordinates
• Strong documentation skills
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation

Pay Range
$95,000-$110,000/year

How to Apply
Click the “Apply Now” button and follow the instructions to submit your resume. Please note that we only accept documents in MS Word or Rich Text formats. When referencing this job, quote #20192.

You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.

About Lannick

Lannick is the premier professional recruitment and staffing firm in the Greater Toronto Area. Founded in 1985, Lannick provides best-in-class finance, accounting and technology professionals at all roles and levels through its three divisions: Lannick Finance & Accounting, Pro Count Staffing and Lannick Technology. Lannick places more than 1,000 candidates annually and is a preferred vendor for Canada’s most successful organizations. Learn more at www.lannick.com.

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