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information technology (IT) implementation manager
Title posted on CivicJobs.ca - Manager Help Centre Services
Posted on November 04, 2024 by Employer details City of Vancouver
Job details
Manager Help Centre ServicesRequisition ID: 42379 OrganizationLocated on the traditional, ancestral and unceded lands of the x?m??k??y??m (Musqueam), S?wx?wú7mesh (Squamish), and s?lilw?ta? (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world?s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.Main Purpose and FunctionThe Manager, Service Desk is responsible for the daily operation, administration, and management of the Service Desk. The Service Desk Manager is responsible for the service level targets, staffing levels, budget compliance, customer service and other departmental performance metrics that contribute to the overall success of the City. This includes developing an effective well-organized staffing plan and utilizing all available resources efficiently to optimize the performance of ticket resolution across all areas of the City.This role is responsible for collaborating with other business and technology leaders to design, implement, deliver and operate enterprise services and solutions that generate business value. This includes contributing to departmental planning activities, making recommendations for changes in methods, processes and procedures that may impact financial and operational areas as well as staffing workloads, working conditions, changes in positions or staffing levels.The Manager provides senior level technical leadership and guidance in the planning and development of technology solutions for all software and hardware upgrades affecting City staff, including assessing impacts to Service Desk call volume and working on rollout and support schedules.Specific Duties/Responsibilities Manages and administers the daily operations of Service Desk 365 days a year. Leads and manages a team of 30 technical agents and specialists, and provides front line technical customer service support to 8000 city staff. Ensures all incident and requests are handled effectively across all channels within agreed Service Levels to deliver customer satisfaction. Provides communications between the Technology Services and Departments during incidents, planned outages and upgrades, using an array of channels and mediums. Manages high profile critical or complex incidents as required and provide updates to Technology Leadership Team and Customers where necessary. Identifies and measures key customer service KPIs and metrics to develop strategic objectives to improve service delivery and create effectiveness and efficiency. Analyzes the impact of new or changes to services on the ServiceDesk, and develops solutions to support service delivery, including resourcing, hours of service, skills transfer, development of the knowledge base etc. Manages and monitors budget requirements and compliance. Maintains current knowledge of industry developments. Manages business continuity, recovery and emergency planning. Provides leadership to staff including hiring, assigning responsibilities, evaluating performance, coaching, career development, succession planning, mentoring, training and development, providing feedback and discipline up to and including termination. Participates in the grievance process according to employment statutes and regulations, City policies and practices and the provisions of relevant collective agreements. Establishes and fosters positive departmental relationships between Departments and Technology Services and supports the management of Service Level Agreements and Operating Agreements with departmental contacts. Represents- LocationVancouver, BC
- Workplace information On site
- Salary$111,139YEAR annually
- Terms of employment Permanent employmentFull time
- Starts as soon as possible
- vacancies 1 vacancy
- Source CivicJobs.ca #99270
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