Manager, Service Desk

Legislative Assembly of Ontario / Assemblée législative de l’Ontario; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A government institution in Toronto seeks a Manager, Service Desk to lead IT support operations. Responsibilities include ensuring effective service delivery and overseeing metrics for continuous improvement. The ideal candidate should have a university degree and experience managing a service desk. This full-time position offers a dynamic work environment and opportunities for career growth.

Benefits

Employee and family assistance program

Training and development opportunities

Qualifications

• Proven ability to lead by example and instill accountability.
• Demonstrated experience managing a service desk.
• Project management knowledge and experience.

Responsibilities

• Ensure effective service delivery from the Service Desk.
• Oversee problem management and service disruption detection.
• Monitor and analyze performance metrics for improvements.

Skills

Leadership

Project management

ITIL knowledge

Customer service

Education

University degree in IT related field

Job description

Join to apply for the Manager, Service Desk role at Legislative Assembly of Ontario / Assemblée législative de l’Ontario

Join to apply for the Manager, Service Desk role at Legislative Assembly of Ontario / Assemblée législative de l’Ontario

This Temporary Full Time Opportunity is available for up to twelve (12) months)

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.

Click here for a detailed look at the position description.

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 dynamic, unique work environment.

A team of dedicated professionals.

Support for your career through training and development.

Access to an employee and family assistance program.

If you’re ambitious, passionate, and ready to make your mark, seize the opportunity by selecting “Apply Now” at the bottom of the page.

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.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Legislative Offices

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