IM-IT Service Desk Lead

A Day in the Life of an IM-IT Service Desk Lead
The IM-IT Service Desk lead is responsible for the continuous operations of the ITIL (Information Technology Infrastructure Library) Service Desk at SCC. As such, the incumbent oversees and manages the performance of the IM-IT Service Desk, including responsive and timely troubleshooting, proactive organization, prioritization and assignment of tickets, client-centred coordination while respecting established service level agreements, procedures and policies impacting both internal and external interested parties. As the ‘face of IM-IT,’ the incumbent will present services and support to interested parties in a professional, courteous and efficient manner, acting as champion of customer service and cyber security best practices to design, create, improve, and maintain service definitions and the service measurement framework to sustain service efficiency.

Your background

• College or university degree in Computer Science (general IM-IT, cyber security, networking) or equivalent work experience.
• 3-5 years of experience in an IM-IT support role.
• ITIL (Information Technology Infrastructure Library) certification is preferred
• Knowledge of desktop computers, servers, peripherals, software, Internet, telecommunications, and audiovisual equipment. Familiar with trends in technology and information systems, Microsoft applications (Microsoft 365, Entra ID, Intune, Defender), mobile device management (iOS and Android), Linux (Debian/Ubuntu), and videoconferencing software (Logitech/MS Teams).
• CPR certified (mandatory training if not already certified).
• Networking and Telecommunications: Skilled in computer networks, hardware and software evaluation, peripheral equipment, access methods, linkage options, backup systems, and telecommunications principles and practices.
• Knowledgeable in reporting methods, techniques, and practices. Excellent critical thinking and problem-solving skills.
• Strong time management, initiative, judgment, customer service, teamwork, client service, and troubleshooting skills. Excellent verbal, listening, and writing skills.
• Capable of handling personal and sensitive information with good judgment. Skilled in initiating and participating in courageous conversations. Enhanced reliability clearance is mandatory.
• Bilingual (English/French) is mandatory.

Key Activities

• Triage, assign, resolve and escalate tickets, including the evaluation of any cause of service delivery deviation and offer remediation advice to the IT team, based on service desk data reports.
• Onboarding of employees, including but not limited to activation of a network account, provisioning of hardware (including mobile devices and technology for hybrid work, docking stations, etc.) and software tools, ensuring email and network access is available, answering any frequent questions and performing other related activities as needed.
• Offboarding employees including return of access cards, equipment, disabling of network account and performing other related activities.
• Provide level 2 (L2) support for specific corporate applications.
• Support on-site audio and video conferencing equipment.
• Provide basic training to existing and new employees on how to use IM-IT solutions. Manage the printing infrastructure including acting as liaison with SCC managed print provider.
• Manage the cloud-based phone system (call tree, welcome message, call extensions).
• Manage the access control system including access cards.
• Provide input on IM-IT purchases (equipment selection, quantity, vendor quotes, etc.) and submit purchase requisitions as required.
• Collaborate with the IM-IT team on corporate priorities and projects associated with the Enterprise Architecture roadmap.  Provide trusted advice and work closely with the operations Team, ensuring the delivery of quality IM-IT services and to coordinate the IT change management process and facilitate / lead regular IM-IT service management meetings to cover, but not limit to, status of tickets, metrics to gauge compliance with SOPS, and KPIs (key performance indicators) to define incremental improvements to service delivery, opportunities for automation, updates to QMS procedures and opportunities to increase service efficiency.  Provide support to external SCC partners in connecting and using SCC solutions, including on-site board meetings.
• Works closely with the rest of the IM-IT in moving forward plans and policies related to the Cybersecurity program and the and Information Management.  This includes tasks to support, maintain, implement changes to and promote any service portfolio & catalogue to the organization with the use of training plans, and knowledge articles.
• Write technical documentation and reports and other related duties, as required.
• Escalates IM/IT and telecommunications issues as appropriate following relevant policies and procedures.  Provides general installation, maintenance and troubleshooting for desktop and laptop computers and peripherals, and telecommunications equipment. Provides accurate and timely logging of problems and associated resolution in the service management tracking system.
• Creates and delivers IM/IT, telecommunications and related training and associated documentation to interested parties.  Assists with Business Continuity Planning (BCP) as required.

A final note
Note 1: Priority will be given to Canadian citizens and permanent residents.

Note 2: SCC is responsible for the Personnel Security Clearance process. Typically to be eligible for a “Reliability” clearance, you must have five years of verifiable background information and to be eligible for a “Secret” clearance, you must have 10 years of verifiable background information. The process usually involves reference inquiries, verification of qualifications, criminal records checks, and credit checks (as required) and may require fingerprints. For more information about obtaining a security clearance, please review the Standard on Security Screening.

Please attach a detailed cover letter to your resume. In addition to learning about your education, training and experience, we want to hear your story! We’d love to hear about how your accomplishments, and the skills you applied to achieve them, relate to the and why you think this opportunity is a good fit for you.

We are committed to creating and fostering a diverse, equitable and inclusive work environment that reflects the peoples’ lives that we impact and the Canadian community that we work within. We strive to create an environment where everyone is comfortable being their authentic selves. We welcome Indigenous peoples and persons from all races, ethnicities, gender identities and expressions, sexual orientations, and physical or mental abilities to be part of our team.

We strive to ensure a barrier-free selection process. If you are contacted regarding a job opportunity, testing or interview, please advise the HR representative of the accommodation measures that you require to enable you to be assessed in a fair and equitable manner.

Please apply directly on SCC’s Careers Page before the closing date of September 10, 2024.

Upon our review of all applications, those who appear to be the best fit with the mandate of this role and with SCC’s mission and vision will be contacted. You will receive confirmation that your application has reached us.

Thank you for your interest in SCC and for taking the time to review this ad.