Global IT Service Desk Manager

• Collect, analyze, and report on Analyst performance metrics.
• Provide desktop support for internal users, including networks, end-point management, remote access, telephone, and conferencing.
• Ensure reliability and responsiveness of site-based technology through effective monitoring and timely resolution.
• Oversee Service Desk team operations, preventing backlog and promoting employee development.
• Identify opportunities for process improvements and coach the team.
• Develop and manage escalation procedures.
• Schedule staff for operational and after-hours support.
• Define KPIs and success metrics for improved performance.
• Contribute to departmental strategy and budget planning.

MPI does not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, or based on an individual's status in any group or class otherwise protected under applicable human rights legislation. MPI encourages applications from minorities, women, the disabled and all other qualified applicants