Manager IT Service Delivery

About Our Client:

Bayshore HealthCare is one of the country s leading providers of home and community health care services and is a Canadianowned company. With over 100 locations across the country including home care offices pharmacies and infusion clinics Bayshore has more than 13000 staff members and provides care to over 350000 clients. They are dedicated to enhancing the quality of life dignity and independence of all Canadians by providing customized care plans and solutions that allow clients to remain in the comfort of their own home.

JOB SUMMARY

Reporting to the Sr. Manager IT Service Management will be an experienced individual with handson technical & process experience with leading and managing services provided by the Service Desk including service desk strategies ITIL best practices and quality initiatives.

The Manager IT Service Delivery will be a champion of End User Services leading practices across a dynamic enterprise and will contribute to the development and execution of enhanced service delivery. The role s primary duty will be to lead the Service Desk & Desktop Support teams with a focus on the development of continuous improvement plans strategic and operational initiatives and service desk technology solutions to improve overall customer experience.

This position requires deep experience in Service Desk best practices including queue management quality management knowledge management and continual improvement. This role requires strong problemsolving and analytical skills and must ensure both operational stability and EndUser satisfaction

DUTIES AND RESPONSIBILITIES

• Lead all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs.
  
• Identifying and implementing opportunities to automate repeatable tasks to streamline Service Desk and selfservice operations.
  
• Ensure proper management prioritization and triage of incoming tickets.
  
• Monitor the daily volume of tickets generated and help prioritize the backlog to ensure it is kept at a minimum and all issues and requests are resolved promptly with the highest customer satisfaction.
  
• Research Identify and adjust key service level targets metrics and reports that measure the quality and effectiveness of services.
  
• Evaluate performance regularly to ensure an elevated level of client satisfaction and quality and ensure the majority of the tickets are resolved at first contact.
  
• Ensure that ITIL processes tickets are reviewed and approved according to the approved process.
  
• Lead the daytoday operations of the IT Service Desk with a strong emphasis that all processes used by the Service Desk are thoroughly documented audited maintained and followed.
  
• Create dashboards regarding ticket trends service level agreements and average ticket resolution time and develop metrics to evaluate technical issue response time and resolutions.
  
• Responsible for the development and maintenance of standardized work practices and processes that support IT Service Desk & End User Device Management activities including deployment and technical management of End User Device refresh strategies to maintain currency and reliability of desktop devices.
  
• Must be able to work outside of normal business hours (weekend shifts holidays & evenings) as needed. You must be available to work as required in the event a Major Incident is identified requiring resolution facilitation and/or communications.
  
• Foster a positive work environment providing technical and professional mentorship to team members and building strong business and employee relations.
  
• Provide technical handson support of the user desktop environment including Windows 10 O365 Adobe Acrobat and Collaboration technologies such as Zoom Teams Jabber etc. Work with AD or Windows Server 2016 and higher.
  
• Create training plans/documentation and provide live training for IT Systems used by Bayshore employees. Capture relevant documentation within the Knowledge Base in ServiceNow.
  
• Provide indepth technical expertise and support across the lifecycle management of all endpoints such as Desktops Laptops Micros iPhones Androids Conference Room Equipment etc.
  
• Provide inventory control and lifecycle asset management for enduser computing devices. Participate in inventory integrity audits and reviews prepare detailed reports for inventory validation and execute asset procurement activities.
  
• Work with relevant IT and Business stakeholders as part of broader technology initiatives and implementations playing a service deployment role such as OS upgrades security software upgrades major app rollout and hardware upgrades.
  
• Ensure timely and accurate entry of data into all incidents change or request tickets assets and licenses.
  

Other

• Participate in ongoing internal and/or external continuing professional development activities
  
• Adhere and enforce Bayshore Policies and Procedures.
  
• Participates in proactive Health & Safety activities while performing all duties. Is responsible for notifying immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job within 24 hours of the incident.
  
• Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
  

SKILLS AND QUALIFICATIONS

• Completion of a Bachelor s degree in Management Information Systems Computer Information Systems Computer Science or a related discipline or a combination of education training and experience deemed equivalent.
  
• Minimum 5 years of Service Desk Management Experience.
  
• ITIL v3/v4 Foundation Certificate is a must. ITIL Intermediate certifications are an asset.
  
• Solid understanding of network (WAN LAN VPN) telephony systems and print services. Demonstrated knowledge and skills with PC Operating Systems computer hardware repair and device connectivity (TCP/IP network adapter configuration)
  
• Strong domain knowledge of SCCM AD Exchange ServiceNow Windows 10 Intune Asset Management and M365
  
• Excellent understanding of the organization s goals and objectives.
  
• Indepth knowledge of applicable data privacy practices and laws.
  
• Strong understanding of human resource management principles practices and procedures.
  
• Strong understanding of project management principles.
  
• Experience in creating implementing and driving continual service improvement plans through workflow automation including ShiftLeft strategy and frameworks.
  
• A general understanding of a variety of best practices including project management Agile Lean Six Sigma etc.
  
• Must be available to work onsite at least 34 days per week to support team collaboration and operational needs.
  

Other Skills and Abilities

• Strong leadership skills. Excellent written and oral communication skills. Excellent interpersonal skills.
  
• Ability to conduct and direct research into IT issues and products as required. Ability to present ideas in businessfriendly and userfriendly language.
  
• Ability to perform general mathematical calculations to create business cases budgets etc.
  
• Highly initiativetaking and directed. Strong attention to detail.
  
• Proven analytical evaluative and problemsolving abilities.
  
• Ability to effectively prioritize and execute tasks in a highpressure environment.
  
• Exceptional customer service orientation. Extensive experience working in a teamoriented collaborative environment.
  
• A preference to work in a fastpaced environment and be a member of a closelyknit highperformance team. Selfmotivated with a strong tolerance to ambiguity and change.