Manager, Service Desk

TransLink - Lower Mainland, BC (30+ days ago)

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TransLink (The South Coast British Columbia Transportation Authority) is one of Canada’s most innovative transportation authorities, founded in 1999 to plan and manage transportation within Metro Vancouver. We’ve achieved success not only in improving the transportation network of the region, but helping maintain the enviable lifestyle of residents and the viability of local businesses. TransLink and our family of companies (Coast Mountain Bus Company, B.C. Rapid Transit Company and Transit Police) are proud to be one of BC’s Top Employers.



Manages the Service Desk team’s and the Security Administration team’s work consisting of the service desk and security administration functions. Provides advice, guidance and daily operational support to end users. Defines and directs projects related to improving Service Desk and security administration functions.


Manages the Service Desk team’s and the Security Administration Team’s work consisting of the service desk and security administration functions. Ensures staffing is scheduled to provide support for these functions and that Service Desk staff monitor all production systems using automated tools, creating incidents as appropriate. Provides recommendations into the preparation of the department budget.

Oversees the day-to-day execution of incident processes including the logging, classification and assessment of incidents, escalation for resolution, and action to the appropriate IS resource or support partners. Provides advice and guidance to end users in the use of new software, PC’s and printers.

Manages staff engaged in providing security access and compliance for systems within the Enterprise. Manages the process for creation of user accounts, ensuring proper approvals are in place and that all Change Management processes are followed. Liaises with business users and IS managers to identify the requirements for the development and creation of internal Operational Level Agreements (OLA’s), ensuring all service desk functions are conducted in accordance with approved OLA’s and in turn meeting established Service Level Agreements (SLA’s) to the clients.

Manages the recruitment, selection, training, motivation, performance, competency and skill development of the Service Desk team and the Security Administration Team. Participates in the weekly Change Advisory Board (CAB) meetings; reports on trends and issues relating to the implementation of applications and system functions and provides recommendations on improving overall service. Defines and directs projects related to improving the Service Desk functions.

Establishes policies and processes to provide efficient and effective support to end users of distributed systems, dispatching resources onsite as appropriate to resolve problems that cannot be corrected remotely. Liaises with the Service Management Team to assess incidents, to provide input in determining the root cause and to ensure solutions are promptly executed and documented.

Participates in all technology projects and upgrades which require processes and procedures for first-line support. Responsible for ensuring proper support documentation and training has been completed and is in place.

Collaborates with internal support teams to ensure a seamless and consistent delivery of system and desktop services to the customers.


The competencies for this position are typically acquired through a diploma in computer systems technology from a recognized institute of technology , and five (5) years of progressively responsible experience in the information technology field covering service desk, desktop support, security administration and applications support. Experience must include supervision and direction of staff.

Other Requirements:
Advanced skills in the use of Microsoft technologies including but not limited to business applications, networking technologies and general enterprise technology tools

Strong skills in ITIL methodology and process strategy and application

Strong understanding of Security Standards

Strong business and technology analysis skills

Strong written and verbal communication skills

Strong interpersonal skills including people management skills

Sound planning, organization, and time management skills

Other Information

Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.

Work Schedule

37.5 hours per week

Rate of Pay

Grade: 07

Salary starting at $99,134 per annum

How to Apply

Please click the 'Apply' button at the top right corner
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INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.

Posting Date: Feburary 6, 2020
Closing Date: Open until filled

Please note that only those short listed will be contacted.

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Equal Employment Opportunity

We are an equal opportunity employer committed to creating and supporting a diverse and inclusive workforce that is free of all forms of discrimination. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please reach out! We celebrate our inclusive work environment and welcome members of all backgrounds, skills and perspectives.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at