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IT Support and Help Desk Manager

Number of Available Positions: 1

Location: Ottawa

Experience Level Required: Fresh

Volunteer: Internship: Co-Op: Contract:
Casual: Part Time: Full Time:
JOB PURPOSE:

To successfully deliver and manage application solutions that meet the business needs of client. This position leads teams of systems analysts, and supportstaff to accomplish set goals. 

The Director will provide technical directions and interface with vendors for support and future direction of the products. The Director combines their knowledge of the industry, management, and technical skills to achieve optimum results from the application team.

Disclaimer: This position is unpaid. If you are applying for a co-op, please confirm from your college prior to submitting your application.

ROLES & RESPONSIBILITIES:
  • Manage the help desk staff, set objectives, and evaluate performance.
  • Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients. 
  • Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts. 
  • Recruit, train, and support Help Desk Technicians.
  • Track and analyze trends in Help Desk requests and generate statistical reports. 
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.  
  • Ensure high quality technical support and increase client satisfaction.
  • Oversee the development, implementation, and administration of help desk staff training procedures and policies.  
  • Develop and mature ticket escalation processes to ensure free flowing escalation and information sharing within the organization.
  • Establish and enforce Help Desk service level agreements with end users to establish problem resolution expectations and timeframes.  
  • Determine the root cause of issues and communicate appropriately with internal IT, the business, and users. 
  • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.  
QUALIFICATION: Bachelor’s degree in Computer Science, Computer Engineering or any related discipline 
RELEVANT EXPERIENCE:
  • 3- 5 years of experience managing employees within an IT environment
  • Experience in major service outages and best practices for support operations in a crisis mode 
  • Proficiency in MS Office and other office productivity tools
  • Demonstrated progressive experience in the supervision of a technical support team 
  • Proven track record of developing and providing Service Level Agreements and Help Desk deliverables 
SKILLS/ COMPETENCES:
  • Must have excellent leadership skills
  • Must have great technical skills 
  • Should have excellent analytical and numerical skills
  • Must have excellent verbal and written communication skills 
  • Professional certification considered an asset
  • Proficiency in MS Office 365 Suite a must 
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly 
  • Ability to present ideas in user-friendly language to non-technical staff and end users 
  • Must have solid performance management skills 
DIMENSIONS (METRICS):
  • Response time 
  • Support tickets opened
  • Resolution time 
  • Backlogs 
  • Customer satisfaction 
  • First contact resolution 
PERSONAL CHARACTERISTICS & BEHAVIOUR:
  • Must be able to work well with people 
  • Must be customer oriented
  • Must be able to multitask and work well under pressure  
  • Must have problem solving and analytical abilities 
  • Must be able to pay keen attention to detail 
BENEFITS:
  • Training (Office 365, Cyber Security, and the virtual environment)
  • Mentoring and Coaching in the area of volunteer work
  • Reimbursement of exam fees when successfully earned the pre-approved professional certification (certain conditions applies)
  • Fixable hours and Working Virtually
  • Able to obtain a reference letter from ENCADE on the hours reported in approved time-sheet
  • Regular appraisal evaluations of skills with suggestions for improvements
  • This volunteer work / internship can be reflected on academic credits whenever applicable and accepted by the educational institution
  • Addition to the PDUs of the project management certification requirement
VOLUNTEER EXPECTATIONS:
  • 10 Hours a week minimum
  • Weekly time sheet reporting
  • Display a positive and respectful attitude
  • Work with honesty and integrity
  • Represent the organization in a responsible manner
  • Take initiative
  • Perform their jobs to a reasonable, acceptable standard
  • Deliver results
  • Maintain good attendance
  • Be dependable and responsible
  • Be a good team player
  • Conduct themselves in a professional manner, even when off duty
  • Follow set policies and procedures when dealing with problems or issues
We look forward to having you in our fantastic team  

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