JOB POSTING #: 891870
POSITION: Service Desk Manager
DEPARTMENT: UHN DIGITAL
LOCATION: All sites
STATUS: Permanent Full-time, 37.5 hours per week
Salary: M006 - $92,996 - $116,000. per year (based on skills and competencies)
UHN is transitioning its outsourced service desk to an insource service model. The Service Desk manager will be responsible for building an insource Service Desk that will provide customer service excellence to TeamUHN. This role will work closely with the Service Management team, Application Support and IT On-site Support teams to ensure a timely and seamless customer experience.
Service Desk Activities
Responsible for managing a 24x7 service desk utilizing ITSM best practices
Provide guidance to the team to ensure staff is meeting/exceeding expectations and achieving defined SLAs
Develop and maintain standard operating procedures that support Service Desk activities
Ensure adequate staffing levels are maintained to be able to meet the SLA requirements and liaison with HR when required
Serve as a point of contact for all matters related to Service Desk, including, escalations, Service Desk strategy, and implementation
Develop targets, metrics and reports to measure the quality and performance of Service Desk
Identify repetitive processes and implement automation to streamline Service Desk operations
Develop an engaging team environment, provide 1:1 coaching, mentoring and conduct performance reviews, goal setting .
Responsible for liaising with TeamUHN members and accountable for maintaining and ensuring customer service standards
Reporting & Strategy
Provide periodic weekly/monthly and ad hoc reporting to Service Management and Leadership teams on Service Desk performance, gap analysis and status reports
Monitor the achievement of performance objectives to ensure adherence to quality, end user satisfaction and timelines with continual improvement.
Liaise with various Digital groups to mature and improve efficiency of the Service Desk and maximize performance
Responsible and Accountable to manage and maintain KPIs including CSAT, service levels, and develop a continuous improvement culture within the team.
Focus on proactive and predictive management of the UHN environment with the goal to reduce overall incidents and improve the stability and performance of the UHN environment
Manages all aspect of human resources (6-15 FTEs)
Hires, promotes, disciplines and terminates staff, as required.
Manages employee relation’s issues, promoting a teamwork environment where staff from diverse multilingual and multicultural backgrounds can interact productively and efficiently.
Develops, implements and communicates performance measures; conducts regular performance appraisals of direct reports, providing ongoing coaching and feedback.
Promotes and facilitates opportunities for the professional growth/development of staff, students and volunteers, approving training/development programs that improve performance.
Collaborates with Human Resources to develop up-to-date job documentation.
Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contravention’s of the Act, in a timely manner.
Knowledge and Education:
At minimum, completion of a bachelors degree in computer Science/Information Technology or recognized equivalent required
ITIL v3 foundation Certification (PPO/RCV or ST/SO) preferred
Excellent interpersonal and written communication skills
Proven leadership, project and organizational skills to work with all levels of management and execute work activities to meet IT and customer expectations
Exceptional interpersonal and conflict management skills.
Ability to manage time and meet multiple deadlines in a hectic work environment
Detailed orientated, process focused, self-motivated and the ability to multi task
Communicates in a clear, concise manner both written and verbal.
Must have strong leadership skills
Able to work with minimal supervision on simple to moderately complex tasks.
Able to work with multidisciplinary teams in a positive and productive manner.
Ability to effectively deal with high priority unscheduled tasks and problems.
Understands how various issues affect each other and the outcome of projects.
Self-motivated team player.
Ability to operate a personal computer and working knowledge of Windows 10, Microsoft Office and Outlook.
Customer service excellence
Service Now experience is an asset.
POSTING DATE: January 21, 2022 ENDING DATE: February 7, 2022
Talent Acquisition Consultant, People and Culture
Posting # 891870
For current UHN employees, only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, and possess all the required experience and qualifications should apply.
University Health Network thanks all applicants, however, only those selected for an interview will be contacted.
UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.