Manager, Service Desk

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

We are actively seeking a high-impact Contract Service Desk Manager to lead and elevate our frontline IT support operations. This role demands a leader who can drive the development and publication of service level metrics that not only measure performance but also reinforce a culture of exceptional customer service. The ideal candidate will bring a proven ability to lead by example, instill accountability, and deliver measurable improvements in service delivery. In addition to managing day-to-day support, this role will take ownership of operational asset oversight, ensuring the effective tracking, deployment, and lifecycle management of hardware and software across the organization.

Are you ready to embark on an extraordinary journey to shape the future of Ontario's Legislative Assembly, with innovation and excellence in parliamentary operations? At the Office of the Assembly, we're not just supporting Parliament; we’re a dynamic team dedicated to driving change and making an impact every day.

At the heart of our mission is to provide non-partisan administrative and procedural services to all MPPs, along with operational support for the daily activities of the Legislative Assembly of Ontario. Our success is intricately tied to the strength and diversity of our staff, as we champion our core values: integrity, inclusiveness, collaboration, and excellence.

Looking for a rewarding career where you can share your expertise in a Manager, Service Desk capacity? Seize this opportunity to embody our organizational values within our Technology Services Branch. As a valued member of our team, reporting directly to the Director, Technology Services, you will collaborate closely with a dynamic group of technology professionals.

This is a backfill position.

What You’ll Do

• Ensure effective service delivery from the Service Desk to the offices of the Members of Provincial Parliament (MPPs) and Legislative Assembly Staff.
• Demonstrate the utmost tact, diplomacy, and good judgement in a politically sensitive environment.

You’ll act with integrity to:

• Oversee all information systems service desk services, including direct user support for all Assembly standard software and overall management of the service desk including planning, organizing, and directing the activities to ensure high level of services to all clients.
• Oversee problem management including the detection, capture, isolation, and analysis of service disruption to the user community to meet defined service level agreements (SLA).
• Execute IT policy, compliance standards and standard operating procedures (SOP) to ensure security and privacy.
• Monitor, review, and analyze operational and performance-based metrics to identify opportunities for improvement and/or training initiatives.
• Lead in the definition of PC hardware/software standards and procedures and ensure adherence to standards and procedures by the user community.
• Consult with clients for the acquisition of new systems and hardware/software upgrades consistent with Legislative Assembly standards and manage the vendor relationships and client contacts.
• Manage a team including selecting, training, motivating, and managing performance and goals of professional staff.

You’ll support our collaboration as you:

• Oversee all information systems service desk services, including direct user support for all Assembly standard software and overall management of the service desk including planning, organizing, and directing the activities to ensure high level of services to all clients.
• Oversee problem management including the detection, capture, isolation, and analysis of service disruption to the user community to meet defined service level agreements (SLA).
• Execute IT policy, compliance standards and standard operating procedures (SOP) to ensure security and privacy.
• Monitor, review, and analyze operational and performance-based metrics to identify opportunities for improvement and/or training initiatives.
• Lead in the definition of PC hardware/software standards and procedures and ensure adherence to standards and procedures by the user community.
• Consult with clients for the acquisition of new systems and hardware/software upgrades consistent with Legislative Assembly standards and manage the vendor relationships and client contacts.
• Manage a team including selecting, training, motivating, and managing performance and goals of professional staff.

How You Qualify

• A university degree, with specialized subject knowledge of IT systems, equipment, as well as education techniques and theory 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 the advanced principles of ITIL.

  Here’s what awaits you:

  • A dynamic, unique work environment.
  • A team of dedicated professionals.
  • A comprehensive benefit and pension package, including a comprehensive short-term sickness plan and personal days
  • Support for your career through training and development.
  • Access to an employee and family assistance program.

  Join us in shaping the future of Ontario's Legislative Assembly. Your journey starts here!

  The Legislative Assembly of Ontario is proud to be an equal opportunity employer who champions diversity and inclusion. We foster an environment where unique perspectives are valued, ensuring that everyone has the opportunity to make a meaningful impact. If you need accommodations during the application process, please don’t hesitate to reach out to us at [e-mail] .

  While we appreciate your interest in obtaining employment with the Legislative Assembly of Ontario, only those selected for an interview will be contacted.