Service Desk Manager Job Vacancy in The Salvation Army Canada and Bermuda Toronto, ON – Latest Jobs in Toronto, ON

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Company Name : The Salvation Army Canada and Bermuda
Location : Toronto, ON
Position : Service Desk Manager

Job Description : Service Desk Manager
Location: 2 Overlea Blvd, Toronto
Division: Information Technology, Service Delivery & Productivity

About The Salvation Army
For more than 130 years, The Salvation Army (TSA) has had the privilege of serving vulnerable people in communities across Canada and Bermuda. Last year, we helped over 2.1 million people, providing necessities of life such as food, clothing, and shelter. And our work goes well beyond that to including supporting people through unemployment, loneliness, finding church community, and responding to family challenges. We continually adapt to meet emerging needs.
These are exciting times at The Salvation Army as we launch a significant digital and business transformation. We are in the midst of revolutionizing our core capabilities to maximize service and mission outcomes. This will include an integrated platform for relationship and people management, learning, intranet and data warehouse. In order to achieve all this, supporting our internal customers, we are now recruiting for a full time Service Desk Manager.
Position Summary:
The Service Desk Manager’s role is to manage all Service Desk operations and ensure that end users are receiving appropriate and timely assistance, while achieving high levels of customer satisfaction. This includes the responsibility of managing all incident and request procedures including identification, prioritization, monitoring and resolution. The manager will also assist with the planning, designing and analyzing the service desk according to best practices including staffing capacity and annual performance reviews. This individual will assist in the development and implementation of policies and procedures to ensure consistent service levels and timely resolutions. The Manager will also be responsible for managing the Information Technology knowledge base to ensure that the information contained is current and accurate. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
What You’ll Do
Strategy and Planning:
Consult in the development of the Service Level Agreements (SLAs) to establish incident resolution expectations and timeframes.
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Accountable for the performance appraisals of Service Desk staff.
Acquisition and Deployment:
Provide input to budget proposals and operational expenditure statements.
Conduct research on services, protocols, and standards in support of Service Desk technology procurement and development efforts ensuring functionality with existing ITSM solutions
Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
Ensure appropriate training initiatives for new and existing staff.
Incident/Request Management:
Takes ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
Track and analyze trends in incident and statistical reports and act on those findings to ensure continual service improvements.
Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
Knowledge Management:
Identify, collect, and synthesize information assets from disparate sources and incorporate them into the organization’s corporate knowledge base.
Oversee development and communication of help sheets, knowledge base, usage guides and FAQs for end users
Assist in development and implement plans for integrating knowledge with intranets, extranets, portals, Web sites, document repositories, and content management systems.
What You Bring
2-year Diploma in a Computer and Technology field.
Certificate in ITIL Foundations v3 or above.
Certificate in ITIL Service Operation or must be completed within 9 months.
3 – 5 years experience managing a Service Desk with 2-years experience supporting a live Service Desk environment.
Knowledge of computer hardware, including multi-function devices.
Experience with Microsoft Windows desktops and laptops.
Application support experience with Microsoft Products preferable.
Demonstrated ability to make recommendations to senior management and influence business decisions.
Ability to motivate in a team-oriented, collaborative environment.
Strong facilitation, negotiation and issue resolution skills.
A thoughtful leader, inquisitive and comfortable in challenging the status quo.
Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills.
Must possess empathy for people with problems and be able to tactfully deal and communicate with end users.

What We Promise
Belonging to a creative, dynamic team of IT professionals where what you do will make a difference in your own backyard and across Canada & Bermuda
Work from home and flexible hours
Benefits Package
Group RRSPs
Continuous learning and growth through challenging work
The chance to be part of a leading digital and business transformation for over 100,000 employees and volunteers
An opportunity to launch and/or grow your career with a huge, stable, international not-for-profit organization
We live our Core Values as a faith & values-based organization, we hire and serve people of all backgrounds, faiths, and traditions – there’s a place for everyone to belong here.

How We Hire
We are committed to creating a workplace where people experience meaningful work, a sense of hope and optimism, an environment of trust, and inspired results. If this sounds like an environment in which you would like to work, apply today!
We embrace equity, diversity, justice, inclusion and belonging and we’re committed to building a team that represents many backgrounds, perspectives and skills, representative of the communities we serve. The more inclusive we are, the better our work and workplace will be. If there is anything we can do to create a more comfortable application experience for you or if you require accommodation at any stage during the hiring process, please let us know.
In support of our commitment to a healthy and safe workplace and community, The Salvation Army (TSA) has a vaccination requirement for all employees in Canada. The successful candidate will be made an offer of employment on the condition of being fully vaccinated against COVID-19 and will be required to provide proof of full vaccination, prior to their employment start date. The requirement to be fully vaccinated is subject to provincial/territorial human rights legislation. If the candidate is unable to vaccinate for a reason protected by the Human Rights Code, a request for accommodation can be submitted and written proof satisfactory to TSA will be required.
We thank all applicants, and will contact candidates identified for interview. Internal Applicants, please speak with your manager about your intentions prior to submitting your application.

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