Lead the Service Desk team at Vena and ensure top-notch IT support in a hybrid work setting. This managerial role focuses on operational excellence and enhancing the user support experience.
As the Manager of Service Desk, you will leverage 5+ years of leadership experience to optimize end-user services from the Toronto office. You'll manage daily operations, drive process improvements, and oversee a customer-oriented support team. Collaborate effectively with various IT and business teams to maintain service levels and support strategic initiatives.
Key Responsibilities:
• Manage service desk operations to achieve service excellence
• Lead ticket management and major incident resolutions
• Hire and mentor a high-performing support staff
• Develop a strategy for aligning services with business needs
• Utilize data-driven insights to improve service delivery
Requirements:
• At least 5 years in IT support/service desk management
• Strong ITIL knowledge for m...