Job Description

Position: Service Desk Manager
Location: Mississauga
Position Overview:
This position is responsible for overseeing the Service Desk operations, ensuring prompt user support, and aligning with business objectives. The Service Desk Manager will develop and maintain SLA policies, manage user hardware lifecycles, and maintain knowledge bases for end-user documentation and education.
Duties and Responsibilities:- Provide strategic direction to the Service Desk team.
- Collaborate on and deploy corporate strategy, standards, and processes.
- Evaluate Service Desk team performance, provide feedback, and facilitate training and development.
- Manage Service Desk resources, assess skills, identify gaps, and recommend training/personnel changes.
- Optimize Service Desk structure and compensation.
- Execute policy and compliance standards for security and privacy.
- Ensure compliance with budgetary goals.
- Establish and maintain progress reports and performance metrics.
- Manage hardware and software lifecycles and licenses.
- Provide metrics and feedback on customer experience.
- Participate actively in cross-functional groups and peer support.
- Manage resources for tactical and project-based work within the Service Desk Team.
- Provide Service Desk context for related capital and operational expenses.
Education and Experience:- Completion of a related technical post-secondary diploma/degree.
- 4-5 years of experience in a Service Desk Manager role at a large enterprise.
- Strong technical, problem-solving, and analytical skills.
- Excellent communication and presentation skills.
- Strong people management and customer service skills.
- ITIL certification is an asset.
- Ability to communicate in French would be a plus.
- Experience with enterprise applications such as D365 FO or SAP is an asset.Qualifications:- Ability to work effectively in a team and inspire increased productivity.
- Adaptability to meet evolving business needs.
- Willingness to travel to meet business objectives (approximately 10%).
- Embodies company values of honesty, integrity, respect, commitment, and openness to change.
- Ability to foster collaborative relationships across departments.
- Proactive approach, excellent communication skills, and a customer-centric mindset.If you are passionate about driving service excellence and fostering a collaborative environment, we encourage you to apply!Please send your resume ASAP to Alia Hussain at alia.hussain@quantum.ca.REFER A PERM HIRE AND EARN UP TO $1,000! For more details, click here.OUR VIRTUAL DOORS ARE OPEN! We\'re also bringing the interviews to you by various web applications, virtually! Contact us today for your next opportunity.Services de Gestion Quantum Lt\xc3\xa9eFounded in 1968 in Montr\xc3\xa9al, Quantum has established a strong reputation as the full-service human resource partner of choice for providing unique and effective recruitment solutions that meet our clients complex staffing needs. Our unwavering...

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