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Manager, IT Service Desk

October 17 2021
Industries Education, Training
Categories Project Management, Business Analysis, Information Technology, IT, Help Desk, Installation, Maintenance, Repair, Internet, Web, E-Commerce, Analyst, Project management, System administrator
Oshawa, ON

Manager, IT Service Desk

$85,711 - $107,138

Durham College is seeking a proven leader to manage the shared IT user support services through the IT Service Desk (SD). The SD provides support to Durham College and Ontario Tech University students, faculty and staff on multiple campuses. It also serves as a primary point for logging tickets for Facilities for both institutions.

Reporting to the Director, IT User Support Services, the Manager, IT Service Desk, plays a key role in the oversight and execution of incident management, request and problem for IT systems and services. The Manager, IT Service Desk, ensures that adequate service levels are maintained for the SD functions, and performs operational reporting, trend analysis and statistics in a manner that clearly indicate efficiencies and problem areas.

The Manager, IT Service Desk, manages a team of just under 20 analysts across multiple campuses and ensures customer-friendly service. The manager is also responsible for the area's budget, is a member of the management team of IT Services.

The Manager, IT Service Desk manages operations by ensuring tickets are adequately categorized according to pre-defined priority levels, and accurate assignment of tickets to relevant teams.  The manager will ensure effective integration, knowledge sharing and collaboration between the service desk and the level-2 technicians. Additionally, the incumbent will provide leadership in the development of and compliance with support and service standards to provide superior client service, and ensure service desk operations follow the Ontario Occupational Health and Safety Act, as well as AODA legislation standards.

The incumbent will plan updates to the service desk site/portal to maintain current and relevant information while keeping the site fresh. The Manager, IT Service Desk will participate in long-term planning by remaining current on emerging technologies and trends in IT as they relate to service desk functions, and recommend alternate methods to delivering improved services. The incumbent will manage projects (quotes, RFP, etc.) to select products and vendors, and will negotiate contracts with vendors for the acquisition of goods and services.

Administrative duties of the Manager, IT Service Desk include hiring and managing full-time staff, part-time staff and work-study students. The incumbent is responsible for hiring and supervising contract people during peak periods, developing recruitment, retention and training plans to ensure that the area has the appropriate skilled IT staff required.

The successful incumbent will have 7 years' experience in leading an IT ticketing tool in an enterprise environment, 5 years' experience of providing IT SD services in an enterprise environment and 3 years' management experience in an IT support service context. Additionally, they will have a four-year university degree in the field of Information Technology, Computer Science or related field, as well as the following certifications: ITIL Foundation, A+, Network+.
Durham College policy requires employees be available for on campus work.  In addition, there is currently a requirement to be fully vaccinated against COVID-19 in order to attend our campuses.  College policies are listed here.

Durham College invites applications from all qualified individuals.  Durham is committed to fostering workplace diversity, and, provides accommodations to applicants with disabilities throughout our hiring process.  If you require this information in alternate format; require communication supports; an accommodation in applying for a posting and/or if you are selected for an interview, please contact our Human Resources (HR) department and an HR assistant will work with you to meet your needs.

Telephone: 905.721.3073               


Please apply below by submitting your cover letter and resume to the online portal.  Job Competition closes on October 18, 2021. Competition number AD21-28.

We thank you for your interest in employment with Durham College however, only those candidates selected for an interview will be contacted. network