Manager, Service Desk

Service Desk Manager

We are looking for a Service Desk Manager to lead our IT Service Desk and End User Support team. You will be responsible for leading, managing, and optimizing the performance of these service and support functions. You will also collaborate with other IT leaders and multiple business stakeholders to drive service excellence and continuous improvement in service delivery.

Location: Toronto or Vancouver

Responsibilities and Objectives

Oversee and direct the end-user support and service desk personnel

• Ensure daily shift coverage is planned and scheduled
• Conduct weekly huddles with team leaders
• Perform weekly audits of tickets per agent for quality review
• Review and update team performance matrix monthly

Establish objectives, SLAs, and KPIs to gauge customer satisfaction and service performance

• Define SLA targets and maintain them at or above target% each month
• Conduct stakeholder interviews to define KPIs
• Define and publish initial SLA targets
• Publish and review a monthly KPI dashboard shared with leadership

Track team performance and ticket trends; implement improvement strategies

• Deliver monthly performance trend report to leadership
• Implement and track improvement plans
• Conduct coaching for team members below performance threshold
• Review and update ticket categories

Collaborate with IT leadership to align business requirements with support plans

• Host regular IT-business alignment meetings
• Create and maintain a service support impact register
• Summarizing how service desk KPIs and incident trends reflect or impact business priorities
• Deliver support strategy updates and how it’s affecting service growth

Ensure adherence to ITIL/company procedures and create SOPs/documentation

• Update or create SOPs
• Conduct compliance audits
• Conduct spot checks on random closed tickets regularly
• Maintain centralized SOP repository with monthly audits

Oversee escalation procedures and interact with stakeholders efficiently

• Track and reduce repeat escalations from VIP users
• Establish and maintain a business-facing escalation guide
• Insure effective resolution of tickets
• Discuss patterns in escalations from the service desk with different teams
• Maintain escalations log

Manage hiring, coaching, and performance evaluations

• Complete performance evaluations for all team members
• Ensure every team member has an annual Individual Development Plan
• Maintain average agent performance is utilized efficiently

Oversee training and onboarding of new team members

• Ensure new hires complete onboarding checklist
• Achieve of mandatory training modules as per allocated time
• Coaching logs available for all low performance

Encourage and implement technological enhancements

• Propose 2 tool or process enhancements per quarter
• Reporting measured impacts of enhancements
• Suggested technological enhancements and its expected impact
• Technological reviews with Gaps identifications

Education and Qualifications

• Bachelor’s degree in computer science, information systems, or related certifications.
• Minimum 7 years of experience within IT Service Desk and Help Desk roles.
• Minimum 3 years of experience in a Manager role.
• Proven leadership and management skills, with the ability to motivate and inspire a diverse team of IT professionals.
• Strong knowledge of ServiceNOW
• Strong knowledge and experience in IT service delivery methodologies, frameworks, and tools, such as ITIL, Agile, DevOps, and ITSM.
• Strong communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences.
• Strong analytical, troubleshooting, and problem-solving skills
• Customer-oriented and results-driven mindset, with the ability to deliver high-quality IT services that meet or exceed customer expectations.

Personal Attributes

• Strong interpersonal, influencing, collaboration and negotiation skills.
• Strong analytical, verbal, and written communication skills.
• Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse environment.
• Able to prioritize and execute tasks in a high-pressure environment.
• Ability to drive innovation and continuous improvement in IT infrastructure services.
• Ability to live and embody the QuadReal values: Integrity, Collaboration, Performance, Innovation, and Responsibility.