IT Managed Services Coordinator

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join

The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

The Information Technology Managed Services Coordinator (IT MSC) provides day-to-day supervision of IT Frontline Support of our managed service contracts including Desktop Managed Services, Enterprise Help Desk Services and Managed Print Services.

As the IT Managed Services Coordinator (MSC) you will work with clients on escalated critical issues, guide clients through IT processes, monitor and address contractor service and performance issues and manage escalations from multiple channels to maintain customer satisfaction standards. You will mentor staff and advise on training and development plans and priorities. You will use in-depth technical knowledge of the City's IT infrastructure to set standards, troubleshoot problems, and continuously improve the security of the City's endpoint devices.

Primary duties include:

Provide daily supervision and continuous improvement of the managed service contracts for Desktop Managed Services, Enterprise Help Desk Services and Managed Print Services.

Manage the service providers to maintain our customer satisfaction standards. Work with service providers, business partners, clients at all levels of the City including executives and IT management to ensure IT continues to provide service professionally and promptly.

Develop technical specifications and advanced troubleshooting of the City IT endpoint computing infrastructure.

Safeguard the corporate computing environment from changes that would undermine and risk its ongoing stability, functionality and security.

Plan, coordinate and provide training for high-profile technology and business projects.

Qualifications

A completed 2 year diploma in an Information Technology related field with at least 5 years of experience demonstrating advanced technical skills in the desktop/laptop computing environment is required or 5 years of experience in a large IT environment providing customer service and/or process management.

At least 2 years of experience with BMC Remedy or BMC Helix IT Service Management software is required.

Experience in City of Calgary Information Technology (IT) would be an asset.

Experience working in an IT support role and working with workflow management tools, or experience in a managed services environment would be an asset.

Success in this role requires great customer focus, results orientated, building relationships, planning, organizing & coordinating as well as technical knowledge, and skills.