Service Desk Manager

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Service Desk Manager

Location: Ottawa
Job Code: MGT-007
Number of Openings: 1

Position Description:

Nova’s Service Desk is growing again and we are adding a Service Desk Manager to the team.  The Service Desk Manager will be responsible for the overall Service Desk operations for several clients with a mix of client-dedicated agents and some shared resources. 


  • Provide direction to Service Desk Agents and Leads to meet all SLAs and prevent backlog of tickets.  This includes working with the Schedule Manager to assure adequate coverage on each shift
  • Work with other managers including the Schedule Manager to assure coverage
  • Produce and review monthly performance reports and put in steps to improve performance
  • Prepare, develop and conduct performance evaluations, make employment decisions, set up performance goals and targets for your team
  • Ensure new agents are properly training to be ready to support their clients
  • Supervise Service Desk agents follow procedures for each client
  • Meet with partners and clients to assure quality service and high customer satisfaction
  • Work with the management team to optimize efficiency of the Service Desk

Candidate Requirements:

  • 3+ years of experience in a Service Desk Agent role
  • 2+ years of experience in a Service Desk Leadership position (L2, Lead, etc.)
  • Must know ITIL very well
  • Must be a good communicator and have great interpersonal and customer service skills
  • Must be detail-oriented with effective time management, organizational and problem-solving skills
  • Fluency in both English and French spoken and written
  • University degree or technical college diploma

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