Manager

The role of the IT Service Desk Manager (South) is: focused on strategic business needs of Health Shared Services (HSS) and must have strong communication skills (able to articulate to a broad audience), it must engage with business and IT senior management to present recommended actions and facilitate issue and problem resolution. This role requires extensive people management experience: leadership, communications, problem solving, self-reliance, enthusiasm, team building, and performance management. This position also provides advice and assistance in the development of the architecture, policies, procedures, principles and standards for the support infrastructure, based on industry best practices. As a manager of an operational team, this role is also accountable for the design and ongoing support of the mission critical support infrastructure and applications, from an operation support, technical support, administration, configuration/change management. As IT Service Desk Manager, the position manages the performance of service to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with Service Level Agreements and that customers’ expectations are well understood and met consistently. In addition, this role participates in decisions that might impact user experience and the delivery of new IT services and solutions.

The IT Service Desk Manager South leads a team accountable for providing support as the initial point of contact for Health Shared Services for South locations including the Calgary, Medicine Hat and Lethbridge. This position will oversee the operational activities of approximately 45 internal FTEs and 15 casuals/students. Responsibilities include mentorship and succession planning as well as business continuity planning. Work is advanced in complexity; interprets customer challenges and recommends best practice to achieve desired improvements; involves significant personal judgment and leads team to find resolution to complex problems, taking broad perspective to find innovative solutions. Reviewing recommendations for changes to operational support and procedures to improve service availability and enhance service delivery. Changes made to systems in HSS have the possibility of causing widespread incidents. The Service Desk Team has a high level of involvement during these situations and as such plays an important role in reviewing changes to help identify possible risks to successful implementation of these changes. In addition, this role has a broad focus on provincial initiatives, integrating and standardizing service desk processes province wide. Extra effort is required in the management of resources and participation in all stages of province wide projects. Provincial travel will be required to attend meetings/presentations to build interpersonal business relationships. May require additional work outside of regular business hours.

Bachelor’s degree in IT or equivalent. 5 to 8 years of work-related experience in a large and complex IT environment. Experience in leading an IT Service Desk team. Strong communication skills. Customer Service focused. Extensive knowledge and understanding of IT technologies. Extensive experience leading and managing professional staff. Strong Strategic Planning Skills. Experience in data reporting and workload management. Significant ServiceNow expertise.

Project Management experience. Extensive knowledge of Service Desk operations. Multitasking and time management skills. Excellent analytical, problem solving and critical thinking. Excellent negotiation and conflict resolution skills. Proven ability to foster relationships and partnerships with highly complex internal and external stakeholders. Vendor/Client Management skills. Resource Management & Leadership (if applicable) Overseeing workload and outstanding queues to prioritize the areas where focus needs to be applied and ensure alignment with organizational priorities. Make recommendations to supervisor on modifications or creation of policies to improve overall team effectiveness in supporting the business priorities of HSS. Work with project managers to assign resources to projects that require Service Desk involvement and manage the project expectations to ensure that operational requirements are met consistently.

ITIL Foundations Certification. Experience in business administration. Genesys Contact Center IVR management experience. Experience in healthcare services environment.