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 services.
• Ability to live and embody the QuadReal values: Integrity, Collaboration, Performance, Innovation, and Responsibility.

Note to Recruiters: QuadReal does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to QuadReal, directly or indirectly, will be considered QuadReal property. QuadReal will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for engaged services to submit resumes.

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.