Drive excellence in IT Service Desk at Ontario Power Generation in Oshawa, ON. Lead a team focused on effective service delivery and continuous improvement.
In the Manager role, you will be responsible for enhancing Service Desk operations through strategic leadership and performance management. With at least 8 years of experience in ITSM environments, including 3–5 years in a leadership capacity, you will oversee service operations, enforce SLAs, and manage customer satisfaction metrics. Your expertise in ITSM tools and hands-on process improvement will be critical in this role.
Key Responsibilities:
• Manage daily Service Desk activities and resource allocation
• Lead continuous improvement initiatives and escalate issues
• Analyze service analytics for better operational decisions
• Ensure proper documentation and adherence to processes
• Identify automation opportunities for operational efficiency
Requirements:
• Post-secondary education in IT, Computer S...