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Manager, Service Desk

Winnipeg, MB

Manager, Service Desk


The University of Manitoba is a driving force of innovation, discovery and advancement. Our momentum is propelled by our campus community – UM faculty, staff and students whose determination and curiosity shape our world for the better. Our teaching, learning and work environment is uniquely strengthened and enriched by Indigenous perspectives. With two main campuses in Winnipeg, satellite campuses throughout Manitoba, and world-wide research, UM’s impact is global.


Discover outstanding employee benefits, experience world-class facilities and join a dynamic community that values reconciliation, sustainability, diversity, and inclusion. We are one of Manitoba’s Top Employers and one of Canada’s Best Diversity Employers. At the University of Manitoba, what inspires you can change everything.


The opportunity:


Reporting to the Director of Engagement Services, the incumbent manages a team responsible for providing Service Desk, account management, and phone office activities. 


To ensure service levels are adhered to, they will manage the development, implementation, maintenance, and continuous improvement of effective operational processes, including incident management, request fulfillment, problem management, and knowledge management processes for the section. They will ensure the methods are effective for other IST sections through consultation with IST managers, directors, and team members.

The Service Desk is responsible for the major-incident management process and provides an on-call, after-hours first point of contact support for the UM information technology needs.


The manager sets the team's strategic direction, provides guidance to the team, maintains the teams' efficiency, and establishes standards, policies, procedures, and guidelines. They assess the appropriateness and eventual implementation of new technologies.


The qualifications and experience we’re looking for:


  • University degree or college diploma in a related discipline, plus professional development or equivalent experience and education is required.
  • Recent training in ITIL foundations and other services management-related professional development is required.
  • Demonstrated ongoing professional development required.
  • Minimum of 8 years’ experience in IT service delivery and client services.
  • Minimum of 4 years’ previous supervisory experience is required with demonstrated skills in managing budgets, staff development and complex scheduling of resources.
  • Experience with managing and driving a diverse team of 23-25 staff leveraging service management tools and processes is required.
  • Strong technical knowledge of and leadership experience with service desk monitoring and reporting systems where the team provided desktop hardware and software support; remote management and troubleshooting for various enterprise and end-user solutions is preferred.
  • Previous experience working in a public sector or higher educational organization would be an asset.
  • Excellent customer service, decision making, interpersonal, and writing and presentation skills required.
  • Strong project management, collaboration, communication, and organizational skills required.
  • Demonstrated staff management, assessment, and development skills.
  • Workload organization and prioritization skills are essential
  • Must have skills in setting and attaining goals and objectives.
  • Demonstrated teamwork and collaboration skills are required
  • Demonstrated skill in communicating clearly and concisely with a variety of audiences is required
  • Demonstrated evaluation and reasoning skills required.
  • Must have ability to develop strong interpersonal working relationships.


Why the University of Manitoba?

Along with being one of Manitoba’s top employers, we are proud to provide a collaborative and enriching work environment. In addition to a strong compensation package with a competitive salary, the University provides an exceptional workplace that includes:


  • Comprehensive group benefits and pension plan.
  • Competitive vacation time.
  • Employee and Family Assistance Program.
  • A full spectrum of professional development opportunities.

Apply today through the University of Manitoba’s recruitment site, UM Careers:

https://viprecprod.ad.umanitoba.ca/DEFAULT.ASPX?REQ_ID=20629


Closing Date: April 30, 2022

Applications will only be accepted if you apply on UM Careers.

 

All members of the University of Manitoba community are required to submit proof of COVID-19 vaccination. For more information, please visit the University of Manitoba COVID website: https://umanitoba.ca/coronavirus.

The University of Manitoba is committed to the principles of equity, diversity & inclusion and to promoting opportunities in hiring, promotion and tenure (where applicable) for systemically marginalized groups who have been excluded from full participation at the University and the larger community including Indigenous Peoples, women, racialized persons, persons with disabilities and those who identify as 2SLGBTQIA+ (Two Spirit, lesbian, gay, bisexual, trans, questioning, intersex, asexual and other diverse sexual identities).


If you require accommodation supports during the recruitment process, please contact UM.Accommodation@umanitoba.ca or 204-474-7195. Please note this contact information is for accommodation reasons only.

Application materials, including letters of reference, will be handled in accordance with the protection of privacy provisions of The Freedom of Information and Protection of Privacy Act (Manitoba). Please note that curriculum vitae will be provided to participating members of the search process.

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