Senior Service Desk Manager to manage service desk operation and ensure service level agreements are delivered to standard

Our real estate client is looking for a Senior Service Desk Manager to manage service desk operation and ensure service level agreements are delivered to standard

Toronto or Vancouver, onsite, permanent

Must Have

• 10+ years’ experience within an enterprise Technical Support or Service Desk environment
• 5+ years’ experience in a Service Desk management, supervisor, or similar Lead role
• ITIL certification
• ServiceNow experience

Nice to Have

• Relevant certification(s) such as Six Sigma or TQM certification is considered an asset.
• College diploma in Computer Science, Information Technology, or a related field 

Responsibilities

• Service & process-oriented and data-driven mindset to create business value for service delivery.
• Utilize your deep understanding of IT support processes and proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong interpersonal verbal & written communication, and customer service skills.
• Team-oriented and skilled in working within a collaborative environment.
• Proven record in driving continuous service improvement.