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Service Desk Manager (Closed)

Job Highlights

                            
                            City
                            Toronto

                        
                        Type
                        Contract

About the Opportunity

Delegate to the service desk as well as oversee the health and maturity of the service desk (The company does not have enough data today and therefore the user experience is good enough, need to improve that – getting right data out for infrastructure.)
This company uses a vendor for Level1/2 support – this candidate will be managing that vendor, implanting best practices for ITIL framework and process, they already have KPI’s, this person will manage and maintain KPI’s
Data management – working closely with development and infrastructure team on how this data is managed. Better reporting systems – Company uses Cherwell (ITSM tool) data of ticketing system needs to be elevated – process of ticketing system needs to be elevated
Not a manager role however this title will sit within a title of Service Desk Manager (no direct reports)
TWO main functions (1. enhance and elevate IT brand, user complaints, user experience requests) and (2. Hands on piece, communicating, solving problems before they come an actual issue, overhaul their process of ITSM, how the tickets come through/managed
Holding the vendor accountable – direct the vendor where to go
Not the best user tickets today, lot of tickets being dropped. This candidate needs to hold the reigns and get the vendor back on track.

About You

10 + years leading Service Desk
ITIL framework – structuring service desk
Customer support (vendor management experience) – managing and working with external vendors
ITSM certified is an asset

How to Apply
Click the “Apply Now” button and follow the instructions to submit your resume. Please know that we only accept documents in MS Word or Rich Text formats. When referencing this job, quote # 350900.

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.