Description
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Description
What you’ll do
- Foster a customer-centric culture within the service desk team, promoting excellent customer service, effective communication, and empathy.
- Develop and implement service desk strategies, policies, and procedures to optimize service delivery and meet organizational goals.
- Oversee the service desk operations, including incident management, request fulfillment, problem management, and escalation processes.
- Manage and lead a team of IT service desk technicians, providing guidance, mentoring, coaching, counsel, performance management for teammates to support growth, development, and continuous improvement.
- Foster a team environment centered around a shared purpose, integrity, strong relationships built on trust, open communication, and the sharing of expertise.
- Proactively monitor, troubleshoot, and maintain a wide range of end-user computing technologies, such as desktops, laptops, docks, monitors, printers, LAN, phones, mobile devices, operating systems, and software, ensuring their optimal performance.
- Efficiently triage and escalate work requests, promptly assigning open service ticket requests to the appropriate IT personnel.
- Implement and maintain information security practices and policies within the service desk team to ensure the confidentiality, integrity, and availability of information assets.
- Support account management responsibilities with municipal partners, ensuring effective communication, collaboration, and satisfaction with IT services.
- Collaborate with the IT & GIS Manager in jointly managing the on-call rotation schedule, ensuring 24/7 availability for critical IT service desk support.
- Other duties as assigned
Requirements
What you’ll bring
- University degree in Information Technology (Computer Science) or equivalent education and experience.
- Enrolled in or working towards Leadership and Development Series (LDS) or similar leadership training program.
- Information Technology Infrastructure Library (ITIL) certification at the foundation level or higher, or a similar certification.
- Lean Six Sigma certification (Yellow Belt or above) or equivalent.
- Information Security certification i.e., ISC2, ISACA
- PROSI change management certification
- Associate certificate in IT Management or similar Project Management certification
- Minimum of 5 years of progressively responsible technical experience in IT service management, including a solid foundation in service desk operations, incident management, and ITIL principles.
- Minimum of 5 years of extensive IT experience encompassing security, Windows, servers, web applications, networking, virtualization, redundancy and monitoring, firewalls, storage, and backup and recovery.
- Demonstrated ability to lead and develop a high-performance team, inspiring them with compassion and guidance.
- Strong knowledge of new and emerging technologies, best practices, and methodologies, and the ability to understand how they can benefit the organization and its partners.
- Proficiency in Wide Area Networks, Network Protocols, services (TCP/IP, DNS, SMTP, etc.), Microsoft Active Directory domains, and automated software delivery methods and tools.
- Valid Class G driver’s license and access to reliable transportation required
- Suitable work from home environment including reliable high speed internet.
Salary & Benefits
What we can offer YOU!
- A competitive hourly wage ranging between $67.15 – $78.56 (April 1, 2024 Non-Union Pay Grid);
- Hybrid work arrangements
- Enrolment in our comprehensive health benefits program and defined benefit pension plan
- Access to Perkopolis; discount, reward and benefits program
- Access to an Employee and Family Assistance Program
- Unlimited access to live and interactive webinars offered by the Canadian Centre for Diversity and Inclusion (CCDI)
- A supportive and collaborative work environment.
Contact
Email: hr@dufferincounty.ca
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