Competition Number P10571
Posting Title Manager - Service Desk
Classification Band 8
Location Multiple Locations (Please check posting details)
Other Location(s) Saskatchewan Polytechnic Saskatoon Campus, Saskatchewan Polytechnic Moose Jaw Campus, Saskatchewan Polytechnic Administrative Offices, Saskatchewan Polytechnic Regina Campus, Saskatchewan Polytechnic Prince Albert Campus
Date Posted 08/07/2020
Closing Date 08/30/2020
Start Date 08/07/2020
Open Until Filled No
Category of work Full Time
Bargaining Unit OOS
Hours of Work OOS (Typically M–F/core hours)
Salary Range as per OOS salary grid
Temporary Market Stipend
Total Assigned days (AC) / Total Hours per biweekly pay
75 hours in a biweekly period
Posting Status Open
Please click here to see the full Job Description
Job Duties/Qualifications, Skills and Abilities(QSA)
Based in one of the four (4) campus locations, The Manager – Service Desk reports to the Director – Client Relations and ensures the well-being of the Service Desk and support services for the organization. As a member of the Information Technology Services (ITS) management team, this position plays a key role in administrative leadership and strategic planning across the institution. The Manager – Service Desk will have two Service Desk team leads. A total of 11 – 29 positions comprising of full-time, part-time, and student staff report directly and indirectly to the Manager – Service Desk.
The Manager – Service Desk role is to oversee all Service Desk staff and ensure that end users are receiving appropriate assistance. This includes having the responsibility of managing all procedures related to IT Service Management including identification, prioritization, and resolution of incidents, and the monitoring, tracking and coordination of Service Desk functions. The Manager – Service Desk is also responsible for planning, designing, and analyzing the organization’s service desk operations according to best practices, while ensuring high levels of customer service quality. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and timely resolutions. The Manager – Service Desk is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.
In addition, the role is required to collect, synthesize, organize, and manage Sask Poly information for business units providing internal and external service support. This includes ensuring that the storing, archiving, and taxonomical layout of information resources are consistent across and throughout the organization. The Manager – Service Desk is also responsible for developing and implementing cataloging systems, as well preserving the freshness and accuracy of cataloged items. They are also responsible for generating some original information and knowledge assets. Top-level critical analysis and customer service skills are essential for this role.
Travel is required between all Sask Polytech locations for administrative responsibilities, as well as travel provincially, nationally, and occasionally internationally to represent ITS and Saskatchewan Polytechnic.
1. Information Technology Leadership
- Direct and coach in-scope staff in the development, implementation and monitoring of goals and objectives within the area of ITS.
- Through the Director – Client Relations, provide recommendations to the Associate Vice President – Information Technology Services on various policies and initiatives
- Establish, prepare approved Financial Control & Accounting processes.
- Exercise strong vendor management and partner relation skills to identify and leverage internal and external resources to enhance capabilities that support business objectives.
- Establish a robust service management capability with special attention to Incident and Problem Management based largely on ITIL and Project Management principles
2. Strategic Planning
- Participate in the development of IT strategies in collaboration with the executive team.
- Participate and advise on the development of the Multi-Year Business Plan.
- Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
- Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
- Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, and recognition of talent as appropriate.
- Prepare a long-term plan for knowledge and information asset development, based on business goals and input from stakeholders.
- Develop mitigation plans for capturing and storing legacy knowledge as it retires or is retired.
- Develop a comprehensive taxonomy for organizing information resources based on business goals and requirements from stakeholders.
- Develop, implement, and enforce information appropriate use policies.
3. Acquisition & Deployment
- Prepare budget proposals and operational expenditure statements.
- Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
- Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts.
- Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
- Ensure appropriate training initiatives for new and existing staff.
- Conduct purchasing and resource deployment tasks.
- Assess, recommend, and purchase content authoring, development, and publishing tools as required; track new standards and technologies.
4. Operational Management
- Manage the processing of incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues.
- Develop and enforce request handling and escalation policies and procedures.
- Track and analyze trends in Service Desk requests and generate statistical reports.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and communication of help sheets, usage guides and FAQs for end users.
- Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
- Oversee the development, implementation and administration of service desk staff training procedures and policies.
- Train, coach, and mentor Service Desk staff.
- Manage the overall desk activities and staff.
- Attend Change Advisor Board (CAB) meetings.
- Monitor incident trends and anticipate potential problems for proactive resolution.
- Identify, collect, and synthesize information assets from disparate sources and incorporate them into the organization’s corporate knowledge base.
- Develop and implement plans for integrating knowledge with intranets, extranets, portals, Websites, document repositories, content management systems.
- Work closely with the IT department, product managers/specialists and customer service managers and agents to form architectures for knowledge encoding, retention, retrieval, and use.
- Liaise with systems experts on hardware and software issues that affect the availability and accessibility of knowledge assets, wherever it exists.
- Research, assess, recommend, and purchase knowledge management tools as required; track new standards and technologies.
5. Relationship Management
- Maintain, model, promote, and exemplify good relations and behaviors amongst staff, peers, and leaders throughout ITS and the larger organization in a consistent and reliable manner.
- Create, assess/analyze, establish, and report measurable IT Service Level Management processes and agreements.
- Empower, trust, and delegate duties and responsibilities to direct and indirect reports.
- Build and maintain relationships across both academic and administrative divisions to advance positive change within Saskatchewan Polytechnic and to enhance services to students.
- Adopt a people first approach when dealing with any challenges or obstacles.
- Prepare RFPs, bid proposals, contracts, scope of work reports, and other documentation for projects and associated efforts to improve the Service Desk function.
- Negotiate with vendors, outsourcers, and contractors to secure service desk-specific products and services.
- Assist with the planning and deployment of security measures to protect service desk and related client information.
6. People Management
- Manage human resources within the service desk team through the employee life cycle reflecting the values of Saskatchewan Polytechnic.
- Foster an organizational environment that encourages personal productivity, job satisfaction and the professional growth of employees, including group and personal development plans.
- Foster a culture of organizational safety and security.
- Maintain a high level of staff performance through effective use of human resources practices and procedures including recruitment, selection, orientation, training, probationary reviews, motivating and assessing program faculty and employees.
- Establish clear performance standards and goals for direct reports and hold them accountable for meeting standards and goals.
- Address people management issues with direct reports, including independent authority to discipline, dismiss and/or terminate where appropriate, applied in a timely manner while ensuring compliance with the collective agreement and Saskatchewan Polytechnic policies.
- Act as a first point of contact to interpret, administer and manage within respective collective bargaining agreements and ensure employee standards are applied appropriately.
- Promote effective communication between all organizational levels.
- Ensure a positive, diverse, and inclusive work and learning environment.
7. Resource Allocation
- Develop, determine, plan, project and manage service desk operations.
- Develop innovative solutions to resource challenges while ensuring alignment with the institute’s strategic goals
- Ensure resource allocation for all programs and services are aligned with the strategic priorities and in accordance with institution objectives; monitor the organization’s progress in meeting its objectives, project plans and priorities, as set in the multi-year business plan.
- Provide monthly and ad hoc reports to the Director – Client Relations as required.
8. Risk Assessment and Management
- Identify, assess, and manage risks in the organization’s planning processes and more broadly, across the organization.
- Assess the viability and feasibility of concepts for their innovation, sustainability, and relevancy to the Saskatchewan Polytechnic environment.
- Ensure accountability and transparency of the organization’s activities, information, and reports.
- Ensure compliance with federal and provincial laws, regulations, institutional policies and collective agreements.
- Ensure the general safeguarding and stewardship of all resources within the organization. Define and hold accountable those with accountability and authority in the organization.
Required Qualifications, Skills and Abilities (QSA)
The successful will possess the following education and training: Bachelor’s in Computer Science (B.Sc.), Computer Engineering (B.Sc.), or related field with a minimum of five (5) years of experience in progressive roles in the field of Information Technology. A demonstrated understanding of multiple domain areas within Information Technology is considered an asset.
Additional training and education that would be considered an asset can include but not limited to Certifications in change management, leadership skills and planning, project management and ITIL (Information Technology Infrastructure Library).