Job Description

Are you an experienced and innovative IT support professional with a passion for delivering excellent client service?Join our team as the Manager, Enterprise Client Services, where you will lead a team in providing prompt and robust IT support for Seneca\xe2\x80\x99s 60,000+ students and employees. Reporting to the Head of Enterprise IT Client Services, you will take charge of identifying, developing, and implementing systems and enhancements to continuously improve Seneca\xe2\x80\x99s in-person and digital IT service desk. Key duties include ensuring timely resolution of technical issues, implementing best practices, managing escalations, and collaborating with cross-functional teams to optimize service delivery for both employees and students.Here\'s What\xe2\x80\x99s on Your Horizon

• Champion service delivery efficiency by identifying opportunities for continuous process improvement and automation.
• Oversee service desk metrics and KPI\xe2\x80\x99s, such as first call resolution, abandon rate, ticket volumes, average call response time and customer satisfaction responses.
• Manage vendor relationships and contracts related to service desk tools, software, and services, ensuring alignment with the institution\xe2\x80\x99s needs and objectives.
• Lead incident and problem resolution processes to minimize disruptions, collaborating with technical teams to identify root causes and implement preventive measures.
• Develop and maintain a comprehensive service catalog and knowledgebase and communicate service offerings and capabilities to the Seneca community.
• Lead and develop a strong and successful team by providing training, guidance and support, performance management, and professional development opportunities.

Are You Our Ideal Manager of Enterprise Client Services?We are looking for an excellent communicator and problem solver with a focus on cutting-edge client service. In addition, we have the following qualifications in mind:

• 5+ years of experience in IT support, including experience operating an IT help desk or IT service desk. Experience working with ServiceNow would be an asset.
• A post-secondary diploma or degree in Information Technology, Computer Science, or a related field. Additional certifications in Information Technology Infrastructure Library (ITIL) and/or Six Sigma would be an asset.

As part of our commitment to dismantling barriers to success, Seneca may consider applicants with an equivalent combination of education and experience.Note: A skills assessment will be administered during the recruitment process.

Seneca College