Global IT Service Desk Lead

Date Posted: March 12, 2021
Reports To: Manager, IT Planning & Management Office
Location: Vancouver
Duration: Permanent

Learn more about working in Canada – Vancouver

Position Summary

To provide leadership of the Global Service Desk function including the delivery of service-level agreements, a consistent and positive user experience, and strategies to improve efficiency of the Service Desk across all Methanex locations.

Position Responsibilities

•    Lead the development of IT Service Desk operations as a global capability
•    Implement a governance framework to manage business expectations and service levels for Service Desk operations
•    Remote management of the Global Service Desk team by working with IT Managers, in-house Service Desk staff and external Service Providers to develop plans, communicate expectations, and create and enhance IT support procedures and policies including approaches to balance workload across sites
•    Scope of Service Desk services to include customer service and Level 1 support for personal computing equipment, desktop operating system and security, desktop applications, mobile devices, office phones, remote working support, domain login creation and maintenance, Wi-Fi and networks, and other services as needed
•    Identify trends and implement system and process improvements to provide a consistent user experience and improve efficiency of the Service Desk 
•    Act as a focal point for end-user communications for incidents, planned outages and changes
•    Facilitate the delivery of periodic training to ensure user adoption and satisfaction with desktop applications and devices
•    Develop relevant metrics, measure and publish the performance of the services provided and enable continuous improvement including staffing, sourcing, purchasing and systems improvements in collaboration with peer groups
•    Business owner of the IT Service Management System
•    Prepare annual Global Service Desk plan, Vancouver Office IT plan, and manage execution including budgets/forecasts
•    Build and maintain relationships with key stakeholders in the Vancouver office such as executives, functional leaders, administrative/executive assistants
•    Manage relationships with Managed Service Providers or contractors for the Vancouver Service Desk, including negotiation of contracts and service level agreements
•    Assign priorities and allocate work for Vancouver Service Desk
•    Enforce service level expectation standards
•    Plan and coordinate preventative maintenance activities
•    Lead and progress the transition of regional IT service desks into a global, virtual team
•    Coach and support the performance management and professional development of team members

Position Qualifications

•    University Degree in IT or related business discipline
•    ITIL Certification is a highly desirable asset
•    Minimum of 7 years' experience in the IT industry, including 3+ years’ supervisory experience leading global support team
•    Successful track record in IT service operations or service management, ideally ITIL, including knowledge supporting and using IT Service Management tools 
•    Excellent interpersonal, communication and customer service skills
•    A good general knowledge in IT Security, Infrastructure and Application support areas; previous hands-on experience would be an asset
•    Experience supporting cloud-based systems such Microsoft O365, Okta and PC / mobile device management systems such as Intune and SCCM
•    Proven success implementing business process improvements to increase service levels or efficiency
•    Extensive knowledge of IT governance and quality assurance 
•    Experience in defining and measuring SLAs/KPIs and measuring IT effectiveness 
•    Experience working with global teams in a multi-disciplined/ multi-functional team environment
•    Proven planning, budgeting and project management skills
•    Proficient at technical documentation 
•    Highly organized self-starter; detail-oriented with thorough follow-up skills
•    Ability to offer common sense solutions to complex technical issues
•    Understanding of petrochemical industry and manufacturing sites would be an asset

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