Manager, Service Desk Jobs in Burnaby, BC
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Burnaby, BC
Manager, Service Desk
About the role
Union/Affiliation:
Administrative and Professional Staff (APSA)
Pay range:
$107,656 to $128,454 annually
SFU Department Descr:
IT Services
Position Grade:
13
of openings:
1
Biweekly Hours:
72
Who We Are
Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.
The Client Services department provides essential IT support and services for the university community, ensuring smooth operation of the service desk, managed devices, and learning space technology. We drive operational excellence by aligning our services with SFU’s strategic initiatives, supporting education, research, and community engagement. Through innovative technology solutions, we enhance user experiences and foster collaboration across the university. We prioritize customer service, continuous improvement, and teamwork, creating a dynamic environment where staff are empowered to take ownership and deliver exceptional support to SFU’s diverse community.
About the Role
The Manager, Service Desk is a senior member of the IT Services (ITS) leadership team and manages service delivery of Tier 1 support services to University students, staff and the academic community, while collaborating with members of the leadership team to ensure ITS strategies, goals, and projects are realized within the campus portfolio. The Manager works closely with multiple faculties and administrative units to determine Tier 1 support requirements and provide appropriate end-user support strategies and solutions, and ensures an appropriate balance between technical and functional resources supporting the overall goals of the SFU Burnaby Campus. The role manages and provides leadership for IT Service Desk and processes related to Tier 1 incident management support including request, identification, prioritization, and incident resolution, and supports the supervisor, in the strategic planning and management of the Client Services portfolio. The Manager contributes to the development of computing and classroom technology strategies, tactics, and processes, based on best practices for continual service improvement.
Full
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About Simon Fraser University
As Canada’s engaged university, SFU works with communities, organizations and partners to create, share and embrace knowledge that improves life and generates real change. We deliver a world-class education with lifelong value that shapes change-makers, visionaries and problem-solvers. We connect research and innovation to entrepreneurship and industry to deliver sustainable, relevant solutions to today’s problems. With campuses in British Columbia’s three largest cities – Vancouver, Burnaby and Surrey – SFU has eight faculties that deliver 193 undergraduate degree programs and 127 graduate degree programs to more than 35,000 students. The university now boasts more than 160,000 alumni residing in 143 countries.