Nityo Infotech - 8 emplois
Calgary, AB
Posté aujourd'hui
Détails de l'emploi :
Temps plein
Gestion
- Responsible for leading and governing end‑to‑end helpdesk operations to ensure timely, effective, and SLA‑compliant support for end users.
- The role includes managing daily service desk operations, overseeing incident and service request intake, prioritization, escalation, and resolution, and ensuring accurate ticket handling within ITSM tools such as ServiceNow.
- The Helpdesk Manager monitors service performance, tracks SLAs and KPIs, analyzes trends, and drives corrective actions and continuous service improvement initiatives.
- They are accountable for team leadership and workforce management, including staffing, scheduling, coaching, performance reviews, and skills development of helpdesk analysts.
- The role also involves stakeholder and vendor coordination, acting as the primary escalation point for critical issues, participating in operational reviews, and ensuring alignment with broader IT teams.
- Additionally, the Helpdesk Manager ensures process compliance, documentation quality, audit readiness, and knowledge management, while supporting process standardization, automation opportunities, and service transition activities.
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Foire aux questions
This role is based in Calgary, AB.
This is a full-time position.
The role includes leading end-to-end helpdesk operations, managing incident and service request intake, prioritization, escalation, resolution, and ensuring accurate ticket handling in ITSM tools like ServiceNow.
The role monitors service performance, tracks SLAs and KPIs, analyzes trends, and drives corrective actions and continuous service improvement initiatives.
Yes, the role includes team leadership and workforce management, including staffing, scheduling, coaching, performance reviews, and skills development of helpdesk analysts.
The position involves stakeholder and vendor coordination, acting as the primary escalation point for critical issues, and participating in operational reviews to align with broader IT teams.
Yes, the role ensures process compliance, documentation quality, audit readiness, and knowledge management, while supporting standardization and automation opportunities.
