New job Service Desk Manager in Ontario

Service Desk Manager

Company : OMERS
Salary : Details not provided
Location : Ontario

Full Description

Why join us?

Are you looking to join a dynamic pension plan that embodies the strong values of its 500,000 members and is an industry leading global investor? If so, we would love to tell you our story.

At OMERS we put our people first and are proud to embrace the diversity of thought and leadership that comes from having locations in Toronto, London, New York, Singapore, Sydney and other major cities across North America and Europe. Our culture is truly one of a kind. We get stuff done, and have fun doing it! We take great pride in contributing to the communities where we live with an ever-constant eye to the global investment markets.
We are looking for an experienced Service Desk Manager to join our Data & Technology (D&T) organization as a member of the Enterprise Service Management (ESM) team. Reporting to the Senior Manager, Service Desk & User Device Management. The Service Desk Manager will oversee day to day operations for the Service Desk & User Device Management team. In this role, you will be a champion of end user services leading practices across a dynamic enterprise based on ITIL foundations. In addition, you will contribute to the development and execution of a transformation roadmap. You will leverage innovation to create and lead a modern global Service Desk function that delivers top quality front-line IT support services to clients.

This position requires deep experience in Service Desk best practices, including queue management, quality management, knowledge management and continual improvement. You will have expertise in using ITSM data and technology to drive a Shift-Left strategy including automation through ServiceNow and RPA. Experience with ServiceNow is an asset. The role requires strong problem-solving and analytical skills and must ensure both operational stability and end-user satisfaction.

Effective communication is a must as the IT Service Desk Senior Manager will be required to interact with all areas of leadership to refine, optimize, and transform ongoing services. The Service Desk Manager must strive to create a positive work environment, provide mentorship to team members and actively work to create strong business and employee relations.

You will be a key member of an engaged, high-reaching team—part of a world-class, winning culture that prioritizes people development and focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.

The Service Desk Manager must able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. You must be available to work, as required, in the event a Major Incident is identified requiring resolution facilitation and/or communications.

As a member of this team, your responsibilities will include:
Identifying and implementing end-to-end improvements that result in a superior end user experience
Leading and overseeing all components of the Service Desk & User Device Management team operation
Leading all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the Service Level Agreement requirements and based on established company objectives
Seeking out and implementing opportunities to automate repeatable tasks to streamline Service Desk operations
Identifying and developing targets, metrics and reports that measure the quality and effectiveness of services
Supervising the daily volume of tickets generated and help prioritize contacts to ensure timely resolution of issues with the highest impact
Participating in resource management meetings to identify resource requirements across the department and to ensure optimal productivity levels are achieved by all resources
Proactively handling communications pertaining to technical support, operations, changes, outages and issues in a timely and professional manner
Regularly communicating service performance levels to key partners
Serving as a key point of contact for all matters related to the Service Desk, including implementation of Service Desk strategy and initiatives, escalations, Service Desk reporting, and Service Desk productivity
Leading, supervising and mentoring all team members, assigning duties and preparing and delivering performance reviews
Developing an engaging team environment with opportunities for continuous personal and professional development that includes reflecting OMERS values and actively seeking opportunities to lead by example
Other duties as assigned

To succeed in this role, you have:
5 years+ of Service Desk Management experience
A Bachelor’s degree in computer science, business studies, IT or equivalent experience
Understanding and experience with Active Directory (AD), M365, Enterprise Mobility Management (EMM) platform(s) and macOS
Demonstrated experience as a leader of people, services and change in an IT organization
Intermediate ITIL certification and ServiceNow knowledge preferred
Strong oral and written communication skills and interpersonal skills
Experience in creating, implementing and driving continual service improvement plans, including a Shift-Left strategy
Experience in designing and implementing workflow automation
The ability to perform and lead effectively in a global business environment characterized by variety and complexity
The ability to effectively organize and act on priorities in the face of varying and important demands
The ability to work with and coordinate with multiple partners
The ability to draw insights, analyze metrics, and convey ideas clearly and concisely
A general understanding of a variety of best practices including PMP, Agile, Lean, Six Sigma, etc.

Our story:
Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $105 billion in net assets as at December 31, 2020. OMERS is a jointly-sponsored pension plan, with 1,000 participating employers ranging from large cities to local agencies, and over half a million active, deferred and retired members. OMERS members include union and non-union employees of municipalities, school boards, local boards, transit systems, electrical utilities, emergency services and children’s aid societies across Ontario. Contributions to the Plan are funded equally by members and employers. OMERS teams work in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe – serving members and employers and originating and managing a diversified portfolio of high-quality investments in public markets, private equity, infrastructure and real estate.

OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process. At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups. Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.

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