Join General Dynamics Mission Systems as an IT Service Manager in Ottawa. This role focuses on delivering high-quality IT support and enhancing the user experience for staff across Canada.
As a leader in this pivotal role, you will manage the Service Desk and End-User Services teams. Your main objective will be to ensure IT services meet established performance metrics across all locations. Engage with stakeholders to identify needs and implement ITIL-informed processes to foster continuous improvement in service delivery.
Key Responsibilities:
• Lead Service Desk and support teams nationwide
• Ensure compliance with service level agreements
• Utilize ServiceNow for effective service management
• Develop team processes, metrics, and KPIs
• Coordinate with IT leaders to set strategic priorities
Requirements:
• IT or engineering degree or diploma
• Proven experience in IT service management
• Strong team leadership and development skills
• Familiarity ...