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Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Oversee scheduling and work allocation for Service Desk and IT Operations teams
- Act as the subject matter expert and escalation point for complex questions or issues
- Lead the alignment and ongoing improvement of Service Desk processes and procedures
- Focus on optimizing incident, request, and change management workflows
- Monitor support services using end-user feedback and reporting analysis
- Manage hardware moves and changes related to firm assets
- Provide direction, coaching, and development support to the team
- Manage the annual performance review process and collaborate on performance improvement plans
Requirements
What you’ll need- Post-secondary degree or diploma in Technology or equivalent experience
- 7+ years’ experience in a help desk or IT services capacity; a minimum of 2+ years of managerial experience
- Experience implementing, managing and supporting ITIL-based ITSM processes
- Advanced ITIL/ITSM certifications are considered an asset
- Technical knowledge and experience supporting computer software and hardware
- Proficient in MS Office product suite
- Strong communication skills (verbal and written)
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITILITSMincident managementrequest managementchange managementcomputer software supporthardware support
Soft Skills
leadershipcoachingcommunicationperformance management
Certifications
ITIL certificationITSM certification