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Manager, IT Service Desk

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Date: Apr 7, 2021

Location: Toronto, ON, CA

Company: LifeLabs

About Us

At LifeLabs, we are focused on our vision of building a healthier Canada!  We are the largest community diagnostics laboratory in Canada with over 350 collection centres, 16 laboratories and service over 20 million patients each year.  

Caring, Agile, Customer Driven, One Team - We live our values every day in what we do to help our patients and healthcare providers.  With over 6,000 employees, we all make a difference and that’s why our people are so important to us.  

This is an exciting time to join our LifeLabs team, grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities.


Reports to: Senior Manager, End-User Services


Purpose of the Role: As the Manager, IT Service Desk, the role’s primary duty will be to lead the Service Desk with a focus on the development of continuous improvement plans, strategic and operational initiatives, and service desk technology solutions to improve overall customer experience.

The Manager, IT Service Desk will have hands-on experience with leading and managing the services being provided by the Service Desk to LifeLabs’ employees including 24x7 support, service desk strategies, ITSM/ITIL best practices, and quality initiatives. The role also heavily interacts with LifeLabs’ in-house Service Delivery and Implementation teams to deliver the highest quality of services and customer experience.


Core Accountabilities:

• Manage the daily operations of 24x7 IT Service Desk, including management of approximately 10 full-time staff & several contractors

• Evaluates performance regularly to ensure a high level of client satisfaction, quality and issue resolution at the earliest possible instance, while ensuring that the team’s key service level agreements and KPIs are achieved

• Provide clear, accurate, and timely updates regarding performance metrics of the Service Desk Team

• Regular cadence with staff to coach, mentor, and identify training needs, and general career pursuit support

• Assist with enquiries relating to incidents from end-users, resolving these directly where possible or escalating accordingly and, assist with inquiries relating to service requests from end-users, fulfilling these directly or routing to appropriate fulfilment

• Provide initial resolution wherever possible using knowledge base or additional support materials

• Review incident tickets for content, proper routing, first-call resolution, problem detection, opportunities for first-call resolution and timely closure

• Investigate and introduce process improvement measures and provide recommendations

• Manage and communicate high-severity issues through resolution, providing accurate and timely status report to management

• Meet or exceed key SLAs for service, availability and incident management and knowledge base management

• Manage all aspects of the ITIL based ITSM lifecycle pertaining to incident and service request management


Minimum Hiring Requirements:

• University degree or College diploma in Information Technology or Business Program

• Minimum of 4 years’ experience in a Service Delivery / Relationship Management role with staff management responsibilities in a large corporate environment

• Demonstrated knowledge of operating in an environment with one or more of the enterprise-wide ITSM platforms (e.g. BMC Remedy; ServiceNow; Cherwell)

• Proven ability to manage the workload of a Service Desk, including reassignment of tickets across team members

• Good verbal and written communication skills

• Good understanding of contact center staffing and forecasting methodologies

• Knowledge of service management frameworks (ITIL certification is strongly preferred)

• Solid understanding of IT infrastructure at an enterprise level

• Experience creating documentation (e.g. MOP’s; SOP’s)



LifeLabs is committed to building an inclusive environment and will provide accommodations in accordance with the AODA – Accessibility for Ontarians with Disabilities Act. Please indicate in your application any accommodations you will require throughout the recruitment process.  Alternatively please contact our corporate offices main line to be directed to a member of the Talent Acquisition team at  (416) 675-4530. 


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