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Title Manager, Service Desk (Contract)
Job ID 12A-1042
Campus/Site Markham
Job Classification Administrative
Job Type Contract
Position Overview Manager, Service Desk
(Contract position from February 2013 – May 2013)

The Service Desk Manager is responsible for the daily operations of the Service Desk and ITS team. Reporting to the Director of Enterprise Service Delivery, work interactively with peer managers within Service Delivery to ensure that information and work actively flow without a negative impact to clients or ITS staff. The Manager ensures that there is a continuous interactive communication and collaborative stream between its clients and ITS. The Service Desk staff are fully supported by the manager with the resource tools to effectively execute their task.
Responsibilities • Keeps staff aware of the directive of the organization, and what part they play in the development of ITS. Listen and understand staff input and concerns.
• Evaluate and develop the team talent. Celebrating success and developing weakness. Evaluate what skill sets need to be enhanced and what new skills are needed in the future.
• Develop training programs and encourage personal development.
• Continuously evaluate the workflow and methods, evaluating and modifying to improve the process.
• Compare with peers in similar industry, learning and development upon best practices.
• Tracks the activity of service tickets to ensure that work is completed within a reasonable time, issues are addressed and follow-up to confirm that the delivery is satisfactory.
• Work with the Service Desk Analyst to evaluate historical requests, identifying patterns and developing changes to processes to either remove or reduce recurring issues.
• Plan and track the department’s budget,
• Review and maintain College and ITS policies
• Review and support standards and procedures.
• Hiring, on-boarding of Service Desk staff and Student Coops.
• Performs other related duties as assigned.
Qualifications • 3 year Diploma/Degree in a computer science field
• Minimum of 7 years work experience addressing and resolving issues with a campus-wide of similar scope.
• Experience managing IT in an academic environment.
• Analyzing and solving critical, time-sensitive issues; remaining calm in difficult situations.
• Ability to multitasking within time and budget constraints.
• Strong background in operating and systems and current technologies.
• Excellent knowledge of workstation technology.
• Demonstrated Analyzing, problem-solving, decision-making, negotiation and conflict resolution skills in time-sensitive and high pressure situations
• Excellent communications (both oral and written) presentation and customer service skills.
• Superior interpersonal skills to interact effectively with the multi-cultural/racial staff, students and vendors


Required Date February 2013
Posting Date January 29, 2013
Closing Date February 5, 2013
To Apply
Click on “Apply Now” below. Applications must be submitted online by the closing date and must include a covering letter and resume (as one document) in Word or pdf format. 
 
Note: A skills assessment may be administered and proof of degrees, credentials or equivalencies from accredited regional or federal post secondary institutions and/or their international equivalents will be required at the time of interview.
 
Seneca College is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, francophones, members of sexual minority groups, persons with disabilities, visible minorities and women.
 
We thank all applicants for their interest in this position, however only those selected for an interview will be contacted.
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