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Job Location | Saskatchewan |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Full Time |
Competition Number P13429Posting Title Manager - Service DeskClassification Band 8Location Multiple Locations (Please check posting details)Other Location(s) Saskatchewan Polytechnic Moose Jaw Campus, Saskatchewan Polytechnic Administrative Offices, Saskatchewan Polytechnic Regina Campus, Saskatchewan Polytechnic Prince Albert CampusBuildingOther BuildingDate Posted 10/28/2022Closing Date 11/17/2022JIQ #Start Date 11/21/2022End DateOpen Until Filled NoOngoing YesCategory of work Full TimeBargaining Unit OOSHours of Work OOS (Typically M–F/core hours)Salary Range as per OOS salary gridTemporary Market StipendIncumbentTotal Assigned days (AC) / Total Hours per biweekly pay75 hours in a biweekly periodPosting Status OpenSaskatchewan Polytechnic considers the diversity of our workforce to be one our leading strengths and greatest assets. Our employee diversity enhances our ability to meet the needs of an increasingly diverse student population. Currently, approximately 20% of our students are Indigenous. A continued emphasis on the development of a representative workforce is one of Sask Polytech’s strategic priorities and, as an organization, we are making significant efforts to attract and retain Indigenous employees.Job Duties/Qualifications, Skills and Abilities(QSA)Job DutiesJob DutiesAs a member of the Information Technology Services (ITS) management team, this position plays a key role in administrative leadership and strategic planning for Saskatchewan Polytechnic. Reporting to the Director – Client Relations the Service Desk Manager’s role is to oversee a service desk team of 13 direct reports and to ensure that Sask Polytechnic’s staff and students are receiving appropriate, efficient, and effective technical assistance and access to IT services.Responsibilities include managing all procedures related to identification, prioritization and resolution of incidents, problems, requests, and change, including the monitoring, tracking and coordination of Service Desk functions.The Service Desk Manager is also responsible for planning, designing, and analyzing the service desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and timely resolutions. The Service Desk Manager is also responsible for capacity planning, service process design, performance analysis, and developing proactive resolution plans.Travel is required between all Sask Polytech locations for administrative responsibilities, as well as travel provincially, nationally, and occasionally internationally to represent ITS and Saskatchewan Polytechnic.QUALIFICATIONS, SKILLS, ABILITIES AND EXPERIENCESpecific Accountabilities1. Information Technology Leadership