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Service Desk Manager In Ottawa

Spruce infotech
February 22, 2024
Toronto, Ontario, Canada, M4C 1A1, Toronto, Canada
Job Type


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Work Description:

For our Ottawa, ON office, we are now recruiting for a Solution Workdesk Supervisor. To begin, use the remote, and thereafter switch to the office. Service Desk Manager In Ottawa.

Position Summary (extent of job or short story):.

  • The Solution Desk Manager is responsible for the functional facet of running the Solution Workdesk as well as Ariba sustain services.
  • The incumbent will certainly be accountable for the end-to-end procedures of the Rate 1 Service Desk.

Required years of experience, training, technical abilities, as well as other needs for work efficiency:

  • Handle and also adjust change and work appropriation (Service Desk Calls/ Tickets) by maintaining a close eye on KPIs consisting of Occurrence Metrics, Service Shipment Channels, etc. Service Desk Manager In Ottawa.
  • Handle, keep, and also go beyond SLAs and also SLOs based on contractual thresholds.
  • Implement rehabilitative and also preventative actions/improvement plans and take the chance of reduction when SLA targets are not accomplished.
  • Implement and monitor established controls to guarantee adherence to regulative needs,
  • Give normal mentoring and positive responses to Service Workdesk Experts including but not restricted to, routine meetings, just-in-time mentoring, and regular knowledge transfers.
  • Work Together with Service Workdesk Bring about keep an eye on as well as report on solution level metrics as well as action times on a dashboard, proactively remediate service level issues.
  • Recognize patterns and chances for enhancement and drive Continuous Service Renovation conferences. Service Desk Manager In Ottawa.
  • Articulate and also able to evaluate daily/weekly fads and concentrate on supplying SLA/SLO as well.
  • Manage and also distribute workload and also supply strategic process enhancement to maintain the ever-changing business top priorities
  • Manage source appropriations & ability to achieve workload efficiency and personal/professional advancement
  • Capacity to be on-call 24/7 for technological as well as non-technical escalation
  • Will play a role in the recurring IT critical preparation process
  • In charge of updating run books, processes, es, and documentation associated with all the technologies in range. Service Desk Manager In Ottawa.
  • Constantly update onboarding/offboarding types, documents, process as well as treatment
  • Check out all reoccurring as well as lengthy support concerns and make referrals for enhancement
  • Make certain all policies, as well as procedures, are documented and maintained today which comply with the numerous banking policies, conformity needs, and audit requirements.


  • MCSA or any cloud certification chosen.
  • ITIL V4 Structure.

Education & Experience:

  • Engineering Graduate with minimal 7 years of modern monitoring experience managing Service Desks or End User Assistance organizations. Service Desk Manager In Ottawa.
Other needs:
  • Bi-lingual (French and English are a need to).
  • Safety And Security Clearance (Enhanced Reliability Status) from the Federal Government of Canada or the prospect ought to be a homeowner of Canada for 5 constant years. Service Desk Manager In Ottawa.

Additional information:

All of your information will indeed be treated with confidentiality in accordance with EEO guidelines.

Company  Overview:

  • Spruce Development company is a prominent information software company that provides a variety of assistance to support clients in managing and effectively developing their organizations through high-quality, attempting to cut, and fee solutions. You provide services to a variety of organizations ranging from small start-ups to Fortune 500 companies, assisting them in the most positive manner possible to optimize IT investment while also lowering the cost of acquiring new advanced technology. Service Desk Manager In Ottawa
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