Manager Help Centre Services

Requisition ID: 42379

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world's most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function

The Manager, Service Desk is responsible for the daily operation, administration, and management of the Service Desk. The Service Desk Manager is responsible for the service level targets, staffing levels, budget compliance, customer service and other departmental performance metrics that contribute to the overall success of the City. This includes developing an effective well-organized staffing plan and utilizing all available resources efficiently to optimize the performance of ticket resolution across all areas of the City.

This role is responsible for collaborating with other business and technology leaders to design, implement, deliver and operate enterprise services and solutions that generate business value. This includes contributing to departmental planning activities, making recommendations for changes in methods, processes and procedures that may impact financial and operational areas as well as staffing workloads, working conditions, changes in positions or staffing levels.

The Manager provides senior level technical leadership and guidance in the planning and development of technology solutions for all software and hardware upgrades affecting City staff, including assessing impacts to Service Desk call volume and working on rollout and support schedules.

Specific Duties/Responsibilities

• Manages and administers the daily operations of Service Desk 365 days a year.
• Leads and manages a team of 30 technical agents and specialists, and provides front line technical customer service support to 8000 city staff.
• Ensures all incident and requests are handled effectively across all channels within agreed Service Levels to deliver customer satisfaction.
• Provides communications between the Technology Services and Departments during incidents, planned outages and upgrades, using an array of channels and mediums.
• Manages high profile critical or complex incidents as required and provide updates to Technology Leadership Team and Customers where necessary.
• Identifies and measures key customer service KPIs and metrics to develop strategic objectives to improve service delivery and create effectiveness and efficiency.
• Analyzes the impact of new or changes to services on the ServiceDesk, and develops solutions to support service delivery, including resourcing, hours of service, skills transfer, development of the knowledge base etc.
• Manages and monitors budget requirements and compliance.
• Maintains current knowledge of industry developments.
• Manages business continuity, recovery and emergency planning.
• Provides leadership to staff including hiring, assigning responsibilities, evaluating performance, coaching, career development, succession planning, mentoring, training and development, providing feedback and discipline up to and including termination.
• Participates in the grievance process according to employment statutes and regulations, City policies and practices and the provisions of relevant collective agreements.
• Establishes and fosters positive departmental relationships between Departments and Technology Services and supports the management of Service Level Agreements and Operating Agreements with departmental contacts.
• Represents Technology Services at senior management level across the organization to ensure cohesion as the Technology Services team evolves its processes and procedures.
• Actively collaborates with business leaders to understand business drivers, challenges and strategies and to positively influence these to improve outcomes for end users.
• Provides guidance, structure, and strategic thought leadership to support successful implementation of strategic and operational initiatives and actively partners with City Departments and other internal stakeholder groups to understand their vision, business direction and assess opportunities and risks.
• Accesses highly sensitive, strategic and business information (e.g., business strategy, vendor pricing, etc.) and uses this to inform strategic decision making that materially impacts service delivery to both staff and members of the public.
• Participates on the Change Advisory Board (CAB) to review, assess risk and approve Change Requests for production environment. Act as primary or backup CAB manager as needed.
• Participates on the Workforce Standards Board to review and assess for potential impacts to Service Desk operations.
• Other duties/responsibilities as assigned

Qualifications

Education and Experience:

• Bachelor's degree in computer science, computer engineering, or business administration and a minimum of seven (7) years of experience in a Contact Centre environment (preferably IT related), or an equivalent combination of education, training and experience.
• Considerable related experience supervising technical support staff, working with collective agreements and dealing effectively with labour relations issues.

Knowledge, Skills and Abilities:

• Extensive knowledge of leadership/management practices and procedures
• Extensive knowledge of the contact centre operations and technologies (ServiceNow,and Calabrio)
• Extensive knowledge of application lifecycle management
• Strong attention to detail
• Excellent customer service skills and expertise in relating to vendors, c-suite stakeholders and business colleagues.
• Excellent creative problem-solving
• Strong problem-solving approach and ability to understand new business models and domains.
• Demonstrated operational and project management skills: outcome focused and team oriented.
• Demonstrated problem solving and negotiation skills in a complex business environment
• Ability to effectively and positively influence others in a team-oriented, collaborative environment.
• Ability to foster and support professional development of team members and guide career planning conversations to set them up for success.
• Ability to communicate effectively; foster high standards; coach; inspire and manage multi-disciplinary teams in a fast-paced, performance-focused environment using excellent interpersonal, visual design, presentation and written skills.
• Ability to establish and maintain effective working relationships with a variety of internal and external contacts and team members to provide advice, information and assistance.
• Ability to handle business critical, confidential and sensitive information.
• Ability to work under pressure, manage multiple priorities and respond to requests in a timely manner.

Record Checks

• An Enhanced Reliability Check is a requirement of the position.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 - 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: IT, Digital Strategy & 311 (1070)

Affiliation: Exempt

Employment Type: Regular Full Time

Position Start Date: November, 2024

Salary Information: Pay Grade RNG-091: $111139 to $138924 per year

Application Close: November 1, 2024

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

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In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.