Manager, Service Desk

The Opportunity

Manager, Service Desk is the face of ITS to an organization that can see up to 30,000 end-users per day across several physical locations and is responsible for leading a team of supervisors and internal service desk staff. This role is responsible for managing Tier 0 through 2 of the ITIL stack. This includes a call center, walk-up support desk, deskside support to staff and classrooms, IT student work integrated learning program, and management of ITSM module.

This role is expected to help mature and modernize IT at SAIT along our journey with ServiceNow as a enterprise and IT platform for service delivery, innovate new automations, building out self-service and knowledge base, develop efficient standards and process, developing SLAs with business units, and reporting on performance metrics. They are part of the service delivery escalation chain that’s focused on providing helpful services that add value to all customers of IT. This role is also key in incident and change management within the ITS department.

This position works collaboratively with other leadership in ITS to provide sustainable and service focused IT relevant to SAIT’s dynamic and technological diverse campuses.

• Governance and Process
• Develop and maintain processes for IT operations with consultation of business units.
• Create and monitor adherence to SLAs
• Contribute to campus IT governance
• Use and implement industry best practice for IT and Project management
• Align activities to campus security, FOIP and financial standards
• Keep IT fiscally responsible

• Strategy and Planning
• Develop and mature the IT organization
• Develop and implement automations
• Collaborate with business units and stakeholders to build IT around optimal teaching and learning environments
• Stay on top of technology and trends within their area

• Manage Business and Academic Partnerships
• Work with schools and departments collaboratively to design support arrangements that support education and business.
• Collaborate with different business units to identify value add opportunities, be a strategic partner and align to organizational goals

• Managerial and Leadership
• Lead employees using a performance management and development process that provides context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
• Responsible for planning appropriate staffing levels which includes, candidate selection, hiring and training.
• When coaching and performance management have failed, the incumbent is responsible for dismissing the employee
• Help to connect the strategic vision for the campus to the day-to-day, by assigning projects for subordinate teams to work on to create strategic alignment.
• Ensure there is appropriate training and succession planning within team including the development of supervisors within the team.
• Participate with other management collaboratively to further the mission of SAIT

• Reporting and Metrics
• Use tools such as ITSM or Tableau to maintain dashboards of metrics
• Align metrics to established service level agreements and regular report on metrics to senior management and other departments

• Resourcing and Budgeting
• Complete effective resource planning and demand forecasting processes within IT and SAIT
• Assess and make recommendations for additional staff and consultants. Undertake appropriate recruitments for staff.
• Plan annual spending on capital assets, staff resourcing and supplies
• Contribute to the annual budgeting process, and capital planning and its regular reviews

• Education & Experience
• Diploma or degree in technology related discipline
• 10 years' experience in IT and customer service.
• 5 years' experience working on a service desk
• 5 years experience in leadership
• Experience leading major incidents
• Proficient in IT service management practices and terminology
• Experience with process design
• Experience managing a budget
• Experience coaching and mentoring specifically entry level employees and new leader

• Preferred:
• Formal business training
• Leadership training
• 2 years in higher education and/or public sector
• Exposure to a variety of trades’ software applications
• Experience with ServiceNow ITSM
• Experience bringing diverse teams together
• Experience with reporting with BI tools (like Tableau)
• Higher level ITIL certification

• Minimum Required:
• ITIL Fundamentals
• Class 5 drivers license with less than 6 demerits

• Preferred:
• Intermediate ITIL credentials
• ServiceNow ITSM certification

Job Classification: M1100 - Manager

Salary Range: $97,930.00 - $122,270.15

Posting End Date: February 6th, 2025