Manager, Service Desk

Powerappsportals; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Comprehensive benefits package

Pension plan

Short-term sickness plan

Personal days

Training and development

Employee and family assistance program

Job summary

The Legislative Assembly of Ontario is seeking a Contract Service Desk Manager to lead frontline IT support and publish service level metrics that drive excellence for MPs and staff.

You will oversee all service desk activities, enforce ITIL-based processes, manage asset lifecycles, and collaborate with vendors while maintaining a secure, compliant environment.

Qualifications

• University degree in IT or related field
• Experience leading a service desk
• Familiarity with ITIL principles

Responsibilities

• Oversee service desk operations and ensure SLA adherence.
• Lead a team of IT professionals and mentor staff.
• Manage asset lifecycle for hardware and software.
• Coordinate with MPs offices and Assembly staff for IT needs.
• Implement IT policies, SOPs, and security standards.

Skills

Service desk leadership

People management

ITIL knowledge

Vendor management

Project management

Customer service

Policy compliance

Education

University degree in IT or related field

ITIL certification

Job description

• Division: Information and Technology Services

We are actively seeking a high-impact Contract Service Desk Managerto lead and elevate our frontline IT support operations. This role demands a leader who can drive the development and publication of service level metricsthat 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

You’ll act with integrity to:

• 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 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

You demonstrate excellence through your:

• 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.
• Knowledge of activities, services and programs of other work units throughout the Assembly.

Here’s what awaits you:

• 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.