Job Summary:

• Manages all IT Support Team personnel including customer-based systems and desktop infrastructure.
• Manage the processing of incoming requests/incidents to the Service Desk via telephone and email to ensure courteous, timely and effective resolution.
• Documents, tracks, and monitors tickets. 
• Interfaces with end users to ensure a high level of service.
• Develops policies and procedures to govern Service Desk functions.
• Lead the IT Service Desk in efforts to document issues and expand the use of knowledge base materials.
• Oversee user onboarding and offboarding procedures and follow other IT operational processes.
• Analyze performance of Service Desk activities, identify problem areas and define solutions to enhance the quality of service provided to end users.
• Keeps abreast of new developments in computing equipment and information systems providing solutions for enterprise desktop and service desk infrastructure.
• Interact with vendors for the procurement of new systems including resolving adaptation issues and ensuring the appropriate support plans are developed to minimize business impact during deployment.
• Lead the development of IT Support Team members.

Skills on Resume:

• IT Support Management (Hard Skills)
• Service Desk Operations (Hard Skills)
• Ticket Management (Hard Skills)
• Policy Development (Hard Skills)
• Knowledge Management (Soft Skills)
• Onboarding Procedures (Hard Skills)
• Performance Analysis (Hard Skills)
• Vendor Management (Soft Skills) 

Job Summary:

• Leading the end user team support through installing, diagnosing, repairing, maintaining, configuring, granting and upgrading systems and hardware.
• Leading user account administration and managing user access to cloud-based applications and services
• Managing deployment of laptops/desktops, access provisioning, hardware, software, general guidance, and compliance.
• Actively participating in evaluations of new hardware and software products and bringing forward new technologies to improve support
• Assisting with strategic IT initiatives for architecture development, policy and procedure creation, standards-setting and service level development.
• Working with IT-managed service providers who support computing, storage, and networking operations.
• Participating and managing the 24/7 on-call program. 
• Participate in decisions regarding downtime impact on users through accurate communication, planning of scheduled downtime and quick problem resolution for unscheduled downtime.
• Oversees project resource requirements and planning for IT Support Services projects
• Ensures end computing compliance with corporate security regulations.
• Creates, tracks, and manages the annual operating, capital, and project budgets for end-users

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• User Account Management (Hard Skills)
• System Deployment (Hard Skills)
• Technology Evaluation (Hard Skills)
• IT Strategy Participation (Soft Skills)
• Vendor Collaboration (Soft Skills)
• On-Call Support (Soft Skills)
• Resource Planning (Hard Skills)

Job Summary:

• Management of the team of EUC engineers
• Budget management and license management
• Maximize team efficiency and focus on the right areas
• Provide exceptional service to all business customers and maintain good relationships
• Deliver IT Support internally to users and meet SLAs.
• Manage the IT desktop asset life cycle and account for all assets, including dispatching and disposing.
• Responsible for representing ITS in the GTA and maintaining healthy relationships with the Firm Leadership.
• Provide budget and business plan input and deliver Performance Management to the Support Analysts.
• Managing the technology and services deployed to FRA staff and students including FRA device builds, telephony, mobile device management, antivirus management, desktop and server patching, and asset management. 
• Deputise for the Head of IT, and will therefore be involved with the network and server infrastructure and have a good overall knowledge of most FRA technical solutions.
• Manage the effective operation of the FRA’s IT 3rd line support function, act as the most senior member of the support team, oversee the end-user technology team directly, and manage the work of the end user technology team.

Skills on Resume:

• Team Management (Soft Skills)
• Budget Management (Hard Skills)
• Efficiency Optimization (Soft Skills)
• Customer Relationship Management (Soft Skills)
• IT Support Delivery (Hard Skills)
• Asset Management (Hard Skills)
• Performance Management (Soft Skills)
• Technology Deployment (Hard Skills)

Job Summary:

• Drive incident resolution and operational process improvements, while maintaining an exceptional end-user customer experience
• Oversee requests, incidents, and problems.
• Manage and coordinate urgent and complicated support issues requiring multiple team members to resolve.
• Act as an escalation point for all requests and incidents
• Partner with collaborators such as Security, Facilities, HR, and other IT teams on a regular cadence to align on strategy and growth, and to deliver shared initiatives
• Develop ticket escalation processes to ensure free-flowing escalation and information within the organization
• Coordinate with senior technical staff on the root cause of issues and communicate appropriately to internal and external customers
• Continuously supervise Service Levels to set expectations and measure performance. 
• Develop an effective and workable framework for managing and improving customer IT support in the organization
• Manage ticket processes for outage/emergency activities in the organization.

Skills on Resume:

• Incident Resolution (Hard Skills)
• Request Oversight (Hard Skills)
• Issue Coordination (Soft Skills)
• Escalation Management (Soft Skills)
• Department Collaboration (Soft Skills)
• Process Development (Hard Skills)
• Root Cause (Hard Skills)
• Service Management (Hard Skills)

Job Summary:

• Oversee daily volume of tickets and help prioritize tickets across all IT sub-teams to ensure timely resolution of issues with the highest impact
• Responsible for developing and documenting repetitive processes and procedures to enhance SLA achievement
• Regularly communicate and own troubleshooting with IT senior managers when service performance levels are not met
• Develop & maintain relationships with key collaborators and strategic partners
• Monitor, report, and analyze team performance to drive improvement in important metrics
• Advocates for the adoption, business alignment, and improvement of all IT service management processes and activities based on enterprise best practices
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with customers
• Translate business objectives into execution strategy (tactical and strategic), lead and successfully implement the strategy through strong collaboration and agile leadership
• Anticipate and purposefully remove obstacles that slow down or prevent the End-User Support team from delivering on objectives.
• Drive for clarity to keep teams moving forward

Skills on Resume:

• Ticket Prioritization (Hard Skills)
• Process Development (Hard Skills)
• Performance Communication (Soft Skills)
• Relationship Management (Soft Skills)
• Team Performance Monitoring (Hard Skills)
• Service Management Advocacy (Soft Skills)
• Continual Improvement (Soft Skills)
• Strategy Execution (Soft Skills)

Job Summary:

• Manages and schedules all tier 1 (Service Desk) and tier two (Desktop Support) technicians, collectively known as End User Support, to maintain an acceptable level of service 24x7 including "snow days"
• Develop End User Support teams to ensure compliance and create a consistent positive customer experience, increase customer satisfaction, and meet agreed-upon service performance levels
• Ensures that all End User Support teams are trained, proficient, and comply with IT's standard ITIL service desk and incident management processes
• Governs the service desk processes to ensure compliance with standard processes and procedures
• Ensures the continuous development of Service Desk staff to equip and enable each Service Advisor to support co-workers in a competent, professional, and service-centric manner
• Ensures the disposition, monitoring, tracking, and reporting of incidents and related service metrics. 
• Ensures that generated reports provide the required information for the CIO and End User Technology Director to make management decisions
• Ensures service/support knowledge is captured, recorded, classified, published, and leveraged
• Ensures that processes and information used by the Service Desk are kept current to ensure optimal operational effectiveness
• Communicate with the Director, End User Technology and respective IT line of service owners to identify trends of Ministry Area incidents/service requests and resolution statistics

Skills on Resume:

• Team Management (Soft Skills)
• Experience Enhancement (Soft Skills)
• ITIL Compliance (Hard Skills)
• Process Governance (Hard Skills)
• Staff Development (Soft Skills)
• Incident Tracking (Hard Skills)
• Knowledge Management (Hard Skills)
• Trend Reporting (Hard Skills)

Job Summary:

• Running awareness programs and campaigns to publicize the Service Desk and the services it provides
• Reviewing escalation processes, contacts, and stakeholders for notification regularly with IT line of service owners to ensure currency and accuracy
• Maintaining end-user support technology to allow for compliance with performance and reporting requirements
• Responsible for the creation and maintenance of metrics to evaluate trends for performance evaluation
• Developing, providing, and maintaining the training program for End User Support and reviewing the performance of all End User Support technicians, and correcting to ensure a consistent level of performance
• Reviews and approves all employment actions including selecting, developing, motivating, supervising, and evaluating immediate staff
• Stays abreast of latest developments in the field, through research and study
• Works with outside consultants and vendors
• Ensures the use of procedures for Incident Management, Problem Management, Release Management, Service Level Management, Capacity Management, Availability Management, Change Management and Configuration Management for the Service Desk team
• Upholds strict confidence concerning exposure to any form of communication (purposefully or accidentally) during job duties, including, but not limited to, electronic, verbal, printed, sticky notes, etc.
• Works or responds to requests outside of the confines of the job description and regular work hours

Skills on Resume:

• Awareness Program Management (Soft Skills)
• Escalation Process Review (Hard Skills)
• Technology Maintenance (Hard Skills)
• Metric Development (Hard Skills)
• Training Program Development (Soft Skills)
• Staff Evaluation (Soft Skills)
• Industry Research (Soft Skills)
• Incident Management (Hard Skills)

Job Summary:

• Oversees End User Computing, Service Desk, Desktop Support, Mobile Device and Print Management with a focus on service management and end-user satisfaction.
• Create solutions for ticket reduction and automation efficiencies, attract and retain top talent and raise the bar for IT support.
• Manages end-user hardware lifecycle from beginning to end, including developing appropriate hardware standards for use across the organization, purchasing hardware, and working with e-waste partners to retire hardware.
• Develops and oversees both user-facing and internal-facing Knowledge Base.
• Manages a team of employees and service providers to deliver a quality set of integrated services with adherence to standard processes, tools, and service levels.
• Holds teams accountable to performance metrics by ensuring adequate tracking and measurement mechanisms are in place to support excellent performance and continuous improvement efforts.
• Leverages reporting data to identify incident trends and deliver solutions for future mitigation.
• Ensures IT incidents are resolved in a timely and cost-effective manner
• Manages escalations to the highest levels of satisfaction.
• Engages business stakeholders to measure success.
• Communicates effectively at all levels to ensure solutions are appropriately utilized.
• Engages the IT Leadership Team to collaborate on strategic projects and operational alignment with Enterprise Application, Infrastructure, and Security teams.

Skills on Resume:

• Service Management (Soft Skills)
• Automation Efficiency (Hard Skills)
• Hardware Lifecycle Management (Hard Skills)
• Knowledge Base Development (Hard Skills)
• Team Management (Soft Skills)
• Performance Accountability (Hard Skills)
• Incident Trend Analysis (Hard Skills)
• Stakeholder Engagement (Soft Skills)

Job Summary:

• Support each sub-team leader in the day-to-day operations of respective teams to achieve set KPI’s and high customer service levels of support.
• Proven managerial experience in operational management.
• Proactively manage capacity within each team to make sure all demand is handled with a high level of customer care, and technical assessment and driven to resolution where possible.
• Perform service assurance solutions to at-risk customers within sub-teams.
• Report on ‘real-time’ demand and propose operational solutions.
• Innovation and ability to challenge conventional thinking with a tenacity and determination to deliver world-class customer service.
• Identify trends that may lead to continuous improvement activities such as automation, trend analysis, etc.
• Assess skillsets for team members and roadmap career paths and developmental plans.
• Care for the health, safety and welfare of people.
• Identifying and managing talent as well as improving underperformance.
• Reviewing, improving, and ensuring the adherence of people to processes.
• Coaching and development of team members through PDP’s, objective setting, sharing feedback, 1 to 1s, annual reviews, etc..

Skills on Resume:

• Operational Support (Soft Skills)
• Managerial Experience (Soft Skills)
• Capacity Management (Hard Skills)
• Service Assurance (Soft Skills)
• Real-Time Reporting (Hard Skills)
• Innovation (Soft Skills)
• Trend Analysis (Hard Skills)
• Talent Management (Soft Skills)