Helpdesk Services Manager

https://mpowerjobz.com/company/confidential-1542975490

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Job Detail
  • Industry:
    Automotive
  • Total Positions:
    1
  • Job Type:
    Full Time
  • Salary:
    11000 USD - 15000 USD
  • Job Location:
    Manitoba, Canada
  • Minimum Education:
    BE
  • Minimum Experience:
    10+ Years
  • Apply By:
    Feb 22, 2019
Job Description
SUMMARY
 
As a key member of our Information Technology Services Team, you will be responsible for the day to day operations of the New Flyer Group of companies’ Helpdesk/Desktop Services Team distributed across North America. This will include managing Helpdesk resources and ticket resolution against defined KPIs, executing end user device refreshes, process new asset requests and providing technical guidance and support to team members.
 
ESSENTIAL FUNCTIONS
Assist the Group Director, IT Infrastructure in defining and setting Key Performance Indicators and Targets related to the operations of the Helpdesk Services team, then monitors the success of achieving these targets
Staff, directs and manages the Helpdesk Services team
Assigns coordinate, and review work of all staff in Helpdesk Services areas
Assist in the definition of appropriate standards, policies and procedures to facilitate the optimal operation of the Helpdesk Services team
Assist in the development, maintenance and monitoring of budgets and human resource plans related to the operations of the Helpdesk Services team
Responsible for all desktop, laptop, printer and mobile device day to day support and replacement lifecycles
Establish and maintain IT/user relationships
Provide technical advice and guidance to solve complex end user problems
Maintain security standards for end user devices and executes remediation initiatives

QUALIFICATIONS & SKILLS
5 Years’ Experience as a System Administrator or Senior Desktop Analyst
3 Years’ Experience Managing a Computing Services Group
Excellent analytical, communication planning and organization skills including creating analysis reports and presentations
Computer Science Degree or technology diploma. (a relevant combination of education and experience will be considered.)
Experience with Windows (7/8/10), SCCM, Active Directory, Microsoft Office, End Point Security, network protocols, telephony, iOS and Android
Ability to travel to the United States to meet with staff outside of Winnipeg and attend meetings

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