Job Description
Elevate operational excellence with Butterfield as the Service Desk Manager in Halifax. You will lead critical IT support operations and enhance user experience across the organization.
This position is pivotal in aligning service desk functions with business objectives while nurturing a collaborative culture. Your role includes monitoring performance against key metrics and ensuring effective incident management, thereby enhancing workplace efficiency.
Key Responsibilities:
• Manage service desk performance and user satisfaction initiatives
• Define and monitor SLAs, OLAs, and KPIs
• Lead the resolution of IT incidents and requests
• Mentor and develop service desk personnel
• Implement and maintain robust knowledge management practices
Requirements:
• Minimum of 5 years in IT service management
• At least 5 years in leadership roles
• Strongly preferred ITIL certification
• Experience with ServiceNow tools
• Understanding of financial services t...
This position is pivotal in aligning service desk functions with business objectives while nurturing a collaborative culture. Your role includes monitoring performance against key metrics and ensuring effective incident management, thereby enhancing workplace efficiency.
Key Responsibilities:
• Manage service desk performance and user satisfaction initiatives
• Define and monitor SLAs, OLAs, and KPIs
• Lead the resolution of IT incidents and requests
• Mentor and develop service desk personnel
• Implement and maintain robust knowledge management practices
Requirements:
• Minimum of 5 years in IT service management
• At least 5 years in leadership roles
• Strongly preferred ITIL certification
• Experience with ServiceNow tools
• Understanding of financial services t...