Service Desk Manager

ThinkOn Inc: Where Data Thrives

ThinkOn is an exclusive wholesale provider of cloud infrastructure and data management services with over 150 partners and over 1,100 end subscribers in the commercial and public sector. Headquartered in Toronto, the company delivers true data availability, protection, and privacy with 20+ operating regions compliant to critical industry level certifications across the globe.

This is a remote position.

Purpose of Role

The Service Desk Manager will act as the single point of contact for all incidents and services being provided to our customers. This role will be responsible for coordinating the delivery and services to our customer and incident management process. The Service Desk Manager must be capable of coordinating a team of internal and external staff, coordinating projects, and will be recognized as an expert in ThinkOn products, services, and practices.

General Accountabilities

– Act as a primary technical escalation point for Service Desk Team members
– Act as a technical lead contact for 1st level IT Support company-wide via telephone, email, or instant message; Support worker communication with the management team
– Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required
– Asses a variety of situations and provide clarity to team members and stakeholders
– Establish and maintain credible and professional relationships with clients, internal business lines, and external vendors
– Solicit and respond to feedback when gaining commitment and support
– Develop, implement, and review operational policies, procedures, and directives and make important policy, planning, and strategy decisions
– Help promote a company culture that encourages top performance and high morale
– Oversee budgeting, report, planning, and auditing
– Work with the Board of Directors to determine values and mission and plan for short- and long-term goals
– Identify and address problems and opportunities for the company
– Build alliances and partnerships with other organizations
– Work in a mentor capacity to assist, improve, and implement process improvements for the Service Desk team
– Oversee ticket submissions, escalations, and open problems in the Service Desk area for end-users
– Manage ITSM – Create, administer, escalate, and close tickets while producing weekly and monthly scorecards with detailed metrics and KPIs
– Achieves metrics in support of service level agreements, client satisfaction surveys, and completed incidents/requests
– Maintain Service Desk knowledge base system, content, and lifecycle process
– Provide support to the operations team while they are handling critical incidents over the evening/night and weekend (off-hours support) when necessary
– Administer Service Desk Standard Operating Procedures (SOP) documentation and procedures
– Communicate Company IT policies and standards

Specific Responsibilities

– Create and update documentation of internal and external operations processes
– Provide incident management, triage, and escalation processes for all ThinkOn product and service issues
– Guide operations on how to deal with tickets and create processes/procedures in Confluence to help the team provide better support
– Manage the schedule and performance of the team
– Provide feedback to the team; assist the team members to achieve their best performance in alignment with the career paths and company needs
– Organize and coordinate workshops with the Operations team to ensure improvement and to spread knowledge of our deployment procedures and standards
– Act as the main point of contact for the PMO team to perform the transition between new deployments and support
– Act as the main point of contact for the Governance team to ensure the security process and procedures are being performed by the Operations team
– Coordinate P1/P2 calls between our team and the customer
– Perform quality assurance for a sample of tickets regularly to improve our documentation and process on how we provide support
– Provide customer communication for outages and critical incidents using our internal mass communication system and StatusPage
– Follow up on ongoing support issues and communication to the clients
– Inform team members of project statuses and progress
– Take service desk calls and participate in after-hours and on-call support
– Operation maintenance activities as assigned

Required Skills

– Strong time management and communication skills to support growing business functions
– Team player, highly organized, an eye for detail
– Able to think outside the box and be innovative and resourceful
– Ability to quickly learn new software technologies
– Ability to effectively prioritize work
– Strong written and oral communication skills
– Ability to discern key aspects of a problem and address them at an early state by determining the best resolution
– Excellent analytical and problem solving skills

Education and Experience

– 4-7 years of experience in a Service Desk Team Lead/Manager role
– Graduate of an accredited Computer Studies program
– Experience with Service Desk and Incident Management
– Experience with ManageEngine ServiceDesk, Jira, service desk ticketing systems are an asset
– Experience with ITIL framework is required
– Strong experience with operational system support, cloud solutions, and backup solutions
– PMBOK or PMI designation is an asset

Applications will be accepted until 5:00pm EST on August 10th, 2021.

ThinkOn Inc. is committed to a workforce that is reflective of diverse populations. We welcome applications from qualified individuals from all backgrounds. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), and accessibility standards across Canada, ThinkOn Inc. will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require any accommodations, please notify us and we will work with you to meet your needs. We are committed to a selection process and work environment that is inclusive, equitable and accessible.

Job Type: Full-time