Manager, Service Desk

Job Category

Job Profile

Job Title

Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Job Description Summary

The University of British Columbia (UBC) is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America's most international university. UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community UBC's service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping UBC's Next Century.

The Integrated Service Centre (ISC) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.

The Manager, Service Desk oversees the operations and day-to-day delivery of the Service Centre responsible for supporting students, faculty, and staff, to navigate and answer questions related products and services supported by the ISC. This position partners with the Service Centre Senior Manager to meet service level commitments and improve user experience. Creates a respectful working environment and coaches their team to achieve their full potential.

Organizational Status

Reports to the Service Centre Senior Manager. Manages the performance development of the Support Specialists pertaining to user support.

Partners across the ISC to improve functionality of solutions, providing service expertise regarding service support. Partners closely with leadership across the UBC community to align objectives.

Work Performed

1) Develops and mentors Support Specialists, including contributing to all aspects of the team member lifecycle (e.g., hiring, training, coaching, etc.)

- Leads performance conversation process with Support Specialists.
- Provides career planning advice creates development plans to help SS achieve their career goals, including assigning work which leverages their skills and provides them with opportunities for learning.
- Motivates SS and encourages participation in performance development activities.
- Manages performance development and evaluation in partnership with HR and the Senior Manager.

2) Provides operational oversight on ISC product and services support within the Service Centre:

- Oversees the operations and day-to-day delivery of the Service Centre responsible for supporting students, faculty, staff, to navigate and answer questions related to business processes supported by the ISC.
- Responsible for meeting service level agreements, and quality and cost metrics.
- Responsible for creating, revising, and disseminating work schedules to ensure Service Centre meets service level commitments for response times.
- Identifies the requirements to revise and update support processes as necessary, securing stakeholder agreements and approval to meet defined service levels.
- Responsible for ensuring the Service Centre is equipped with necessary knowledge and tools required to effectively troubleshoot queries.
- Develops and implement policies, procedures, standards and controls related to operational efficiency, compliance, service risk mitigation, and continuous improvement within the ISC.
- Monitors metrics and performance of the service and product; interprets trend analyses and feedback from the UBC community to improve Service Centre services.
- Ensures alignment between the Service Centre and the broader ISC and recommends process improvements based on feedback, analytics and use cases.

3) Develops influential partnerships across the ISC Unit to improve Service Centre support.

- Partners across the UBC community to inform leading practices in incident management, request fulfillment, and product event management (i.e. registering business rules to trigger automated actions such as script prompts) processes and toolsets across UBC.
- Partners with leaders across the ISC to ensure ISC product capabilities, functional solutions, and service support meet university outcomes.
- Partners with Service Centre leaders across the UBC community to align on support and communities of practice.

4) Partners to move UBC's practices from system of record to platform of engagement through collaborative and innovative efforts.

- Works as a change agent within the UBC community, playing a key role in soliciting feedback and fostering an agile, innovative, and collaborative transformation experience.
- Partners with committees to embrace matters related to stakeholder engagement, adoption, sustainment, and continuous improvement.

5) Advocates for and ensures alignment with UBC's data governance framework, privacy and information security practices.

6) Performs other related duties as required.

Consequence of Error/Judgement

Decisions and recommendations may have University-wide financial, contractual and operational implications. Accountable for promoting and fostering a positive atmosphere and relationship between the University and its stakeholders. Balances Service Centre (ISC) objectives within the context of University wide HR, Finance, and Student strategies. Focusing on partnerships and product delivery will ensure optimal functionality and customer satisfaction in support of ISC s strategic goals.

Supervision Received

Reports to and receives direction from the Service Centre Senior Manager. This position works in close communication and partnership across the ISC and relevant stakeholder groups.

Supervision Given

Manages a team of Support Specialists. Provides leadership and guidance, to the team to ensure a consistent, high degree of customer satisfaction, technical expertise, and timeliness in delivering service is provided. Is responsible for the hiring and performance evaluation of the SS to ensure that assigned responsibilities are performed efficiently and effectively.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of five years of related experience, or the equivalent combination of education and experience.

Preferred Qualifications

Relevant Disciplines include: Business Administration or Computer Science. Demonstrated experience in managing a team of service representatives within an academic environment. Experience in supporting Enterprise Resource Planning (ERP) systems is preferred. Experience working with Workday and Service Now is an asset. Experience working in a complex, academic environment is preferred. UBC experience is considered an asset. Demonstrated success in leading a high-performance Service Centre team to operational service excellence.
- Proven experience overseeing core product support services, including customer service, client user experience, product event management, request management and incident management.
- Demonstrated service excellence orientation.
- Experience in setting high standards of performance and holding team members and relevant stakeholders accountable for results and actions. Track record for driving service result improvements in a similar organizational context.
- Proven knowledge of customer service requirements / expectations in an Enterprise Resource Planning solution context.
- Demonstrated understanding of and ability to apply organizational change management methods and approaches.
- Demonstrated leadership that fosters collaboration, innovation, continuous improvement and creativity on teams.
- Proven ability to support employees through the team member lifecycle (i.e., onboarding, performance conversations, career mobility, etc.).
- Demonstrated excellence in communicating and building relationships in complex stakeholder landscapes.
- Demonstrated ability to lead in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment through reflection, empathy, sensitivity, and curiosity towards differences across teams.
- Excellent interpersonal skills including active listening, written and verbal communication, conflict management, and the ability to manage diversity across identities, perspectives, and behaviors.