Job Order Detail

Description

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 organizations 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.