Skills

Communication Leadership ServiceNow DevOps Negotiation Problem-solving Training Coaching Agile

Job Specifications

About QuadReal Property Group

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management are $94 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating platforms in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

www.quadreal.com

We are looking for a Service Desk Manager to lead our IT Service Desk and End User Support team. You will be responsible for leading, managing, and optimizing the performance of these service and support functions. You will also collaborate with other IT leaders and multiple business stakeholders to drive service excellence and continuous improvement in service delivery.

Service Desk Manager

Location: Toronto or Vancouver

Responsibilities and objectives

Oversee and direct the end-user support and service desk personnel

Ensure daily shift coverage is planned and scheduled Conduct weekly huddles with team leaders
Perform weekly audits of tickets per agent for quality review
Review and update team performance matrix monthly

Establish objectives, SLAs, and KPIs to gauge customer satisfaction and service performance

Define SLA Targets and maintain them at or above target% each month
Conduct stakeholder interviews to define KPIs
Define and publish initial SLA targets
Publish and review a monthly KPI dashboard shared with leadership

Track team performance and ticket trends; implement improvement strategies

Deliver monthly performance trend report to leadership
Implement and track improvement plans
Conduct coaching for team members below performance threshold
Review and update ticket categories

Collaborate with IT leadership to align business requirements with support plans

Host regular IT-business alignment meetings
Create and maintain a service support impact register
Summarizing how service desk KPIs and incident trends reflect or impact business priorities.
Deliver support strategy updates and how it’s affecting service growth

Ensure adherence to ITIL/company procedures and create SOPs/documentation

Update or create SOPs
Conduct compliance audits
Conduct spot checks on random closed tickets regularly
Maintain centralized SOP repository with monthly audits

Oversee escalation procedures and interact with stakeholders efficiently

Track and reduce repeat escalations from VIP users
Establish and maintain a business-facing escalation guide
Insure effective resolution of tickets
Discuss patterns in escalations from the service desk with deferent teams.
Maintain escalations log

Manage hiring, coaching, and performance evaluations

Complete performance evaluations for all team members
Ensure every team member has an annual Individual Development Plan
Maintain average agent performance is utilized efficiently

Oversee training and onboarding of new team members

Ensure new hires complete onboarding checklist
Achieve of mandatory training modules as per allocated time
Coaching logs available for all low perform

Encourage and implement technological enhancements

Propose 2 tool or process enhancements per quarter
Reporting measured impacts of enhancements
Suggested technological enhancements and its expected impact
Technological reviews with Gaps identifications

Education And Qualifications

Bachelor's degree in computer science, information systems, or related certifications.
Minimum 7 years of experience within IT Service Desk and Help Desk roles.
Minimum 3 years of experience in a Manager role.
Proven leadership and management skills, with the ability to motivate and inspire a diverse team of IT professionals.
Strong knowledge of ServiceNOW
Strong knowledge and experience in IT service delivery methodologies, frameworks, and tools, such as ITIL, Agile, DevOps, and ITSM.
Strong communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical audiences.
Strong analytical, troubleshooting, and problem-solving skills
Customer-oriented and results-driven mindset, with the ability to deliver high-quality IT services that meet or exceed customer expectations.

Personal attributes

Strong interpersonal, influencing, collaboration and negotiation skills.
Strong analytical, verbal, and written communication skills.
Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse environment.
Able to prioritize and execute tasks in a high-pressure environment.
Ability to drive innovation and continuous improvement in IT infrastructure

About the Company

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management total $94 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating platforms in which it holds an ownership interest. QuadReal seeks to deliver ... Know more