Contract Service Desk Manager - Lead, SLA & Metrics

Legislative Assembly of Ontario / Assemblée législative de l’Ontario; Toronto; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Comprehensive benefits and pension

Sick leave and personal days

Job summary

The Legislative Assembly of Ontario is seeking a Contract Service Desk Manager to lead frontline IT support and drive service-metric publication. You will own asset tracking, lifecycle management, and SLA-driven delivery while reporting to the Director of Technology Services.

Join a dynamic team in a non-partisan environment, overseeing IT policy, vendor relationships, and a professional staff to elevate service delivery across the organization.

Qualifications

• A university degree with IT systems knowledge or equivalent work experience.
• Management and organizational skills to coordinate projects and manage resources.
• Project management knowledge and experience including methodologies and best practices.
• Demonstrated experience managing a service desk.
• Familiarity with ITIL principles.

Responsibilities

• Ensure effective service delivery from the Service Desk to the offices of MPPs and Legislative Assembly staff.
• Demonstrate tact, diplomacy and good judgement in a politically sensitive environment.
• Oversee all information systems service desk services and SLA compliance.
• Oversee problem management to meet defined service level objectives.
• Execute IT policy, compliance standards and SOPs for security and privacy.
• Monitor, review, and analyze operational and performance metrics for improvements.
• Lead in defining PC hardware/software standards and ensure adherence.
• Consult with clients for new systems and upgrades and manage vendor relationships.
• Manage a team including selecting, training, and performance management.

Skills

Service desk management

ITIL knowledge

Project management

Stakeholder management

Education

University degree in IT or related field

Job description

The Legislative Assembly of Ontario is seeking a Contract Service Desk Manager to lead frontline IT support and drive service-metric publication. You will own asset tracking, lifecycle management, and SLA-driven delivery while reporting to the Director of Technology Services.

Join a dynamic team in a non-partisan environment, overseeing IT policy, vendor relationships, and a professional staff to elevate service delivery across the organization.