Lead, Service Management

The City of Markham is proud to be recognized for the 4th consecutive year as one of Canada's Best Employers by Forbes and Statista Inc. In 2024, the City of Markham is ranked the top city in Ontario and in the top 10 for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 357,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life.

Applications are now being accepted for the above position in the Information Technology Services Department, Corporate Services Commission. To apply, please submit your cover letter and resume on-line by November 28, 2024.

Join us and make a lasting difference!

JOB SUMMARY

Coordinates Service Desk processes by adhering to IT Service Management best practices for promoting the establishment, management and consistent achievement of ITS departmental service standards. ensure service expectations are managed, customer communication is maintained, issues are resolved and service requests are delivered consistently according to established service levels. Leads and coordinates ongoing planning, development, measurement, review and enhancement of tools, policies, guidelines, work flow, methodologies, processes and strategies for the ITS department to facilitate quality service delivery.

KEY DUTIES AND RESPONSIBILITIES

IT Service Management

• Maintains, implements, and facilitate ITS Service Management best practices.
• Acts as Lead in implementing service process improvement.
• Completes regular analysis and reporting of performance measures to identify successes and address opportunities for improvement.
• Services target / responsiveness reports by Business Unit, ITS Teams, and Individuals by producing the monthly Service Scorecard.
• Ensures appropriate tools are in place and used effectively to manage and track departmental business processes, service requests, and service targets.
• Coordinates end-user communication to ITS clients (regarding system alerts, procedures, process changes, usage information, etc.).
• Reviews, updates and maintains ITS policies, guidelines and end-user documentation.
• Reviews, reports, and analyzes trends in incidents and service requests to identify and assist with resolution of underlying root causes for incidents and proactively address service request requirements; develops and implements related process improvements.
• Coordinates vendor participation in third-party Service desk after hours support. Negotiates service level provision and expenditures with vendors.
• Occasionally reviews and provides input into renewal support and maintenance provisions and/or licensing agreements.

Change Management

• Monitors and coordinates ongoing Change Request review / approval processes.

Inventory / Configuration Management

• For inventory / configuration management, process management, maintenance and enhancement, reviews and monitors process compliance and accuracy of records; enhances procedures and develop reports.

Service Level Agreements

• Assists management to develop and coordinate strategic direction for ITS department; provides input for Business Unit Planning process.
• Reviews, establishes, and maintains Service Level Agreements (SLAs) with Business Units.
• Drafts presentations and/or award applications for departmental recognition.

Continuous Improvement

• Conducts research of best practices and IT trends to explore, analyze, and identify opportunities for service improvement; recommends improvements to ITS management.
• Coordinates and executes ongoing ITS Customer Satisfaction Survey feedback processes; conducts regular Satisfaction Surveys, analyze results, and compiles suggestions for improvement.

Team Membership

• Participates in major project teams and assists other team members.
• Provides technical writing input and support for the department.
• Assists with supervision of Service Desk team including scheduling and attendance management for part time positions.
• Participates and contributes to identifying licensing needs for a broad range of products.

REQUIRED SKILLS & COMPETENCIES

• Undergraduate Degree or Technical Certification in Computer Science or a related discipline.
• Certification in IT Service Management (ITSM) or an equivalent is required
• At least 5 years of experience in planning and delivering the IT service strategy (design, transition, and operation programs)
• Microsoft Office / 365 (Word, Excel, PowerPoint, Teams, Outlook, SharePoint, etc.)
• Knowledge of multi-platform system operation, troubleshooting, and problem resolution.
• Experience writing technical and non-technical documentation.
• Knowledge of Active Directory, TCP/IP protocols and services, media streaming technology, digital cameras (JPEG, GIF, TIFF), Zip, media projectors, and portable computing technologies.
• Working knowledge of networking architecture including routing and server technologies, SCCM, GIS, HTML, Java, and web development tools.
• Sound knowledge of Adobe Acrobat.

CORE BEHAVIOURS

• Service Excellence: Leads and supports staff in meeting or exceeding service standards when interacting with customers.
• Change & Innovation: Effectively implements change and supports and involves staff through change transitions.
• Teamwork & Relationship Building: Leads and supports staff in working together collaboratively, fosters teamwork and inclusion, and cultivates relationships.
• Communication: Models active listening and clear communication, and supports staff members in communicating effectively.
• Accountable Results Oriented: Role models ethical behaviour and accountability; clarifies expectations, policies and legislation and supports staff in meeting them.
• Management & Leadership: Supports a positive work environment, develops and enables staff, sets clear expectations, provides regular feedback, and addresses performance.

The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require an accommodation and we will work with you to ensure a barrier free hiring process.