Manager, Service Desk
SAIT’s Information Technology Services
department handles all software and hardware needs, as well as technological and networking issues for both employees and students who rely heavily on computer systems across our campuses. Technical support — which includes help with computer hardware and software technical problems, email, audio-visual needs and more — is available to everyone at SAIT, whether the problem occurs at home or on-campus.
The Opportunity
We are hiring a Manager, Service Desk
to lead the service desk team as the face of Information Technology Services (ITS), serving up to 30,000 end-users daily across several physical locations.
In this leadership role, the incumbent will oversee a team of supervisors and service desk staff, managing Tier 0 through Tier 2 of the ITIL stack. This includes the call center, walk-up support desk, deskside and classroom support, the IT student work-integrated learning program, and the ITSM module.
As a key contributor to SAIT's digital transformation, this role will help to modernize IT services through innovation, new automations and the expansion of self-service tools and a robust knowledge base. The incumbent will be responsible for establishing efficient service standards and processes, developing SLAs aligned with business needs, reporting on performance metrics, and leading driving continuous improvement across incident and change management.
The Manager, Service Desk
collaborates closely with ITS leadership to ensure sustainable, responsive and service-focused IT services that support the needs of SAIT’s dynamic and technologically diverse campuses.
Job classification
: M1100 - Manager
Salary range:
$110,000 - $120,000
Paid Leave:
4 Weeks Vacation / 14 Flex Days per year
# of positions:
1
Hours Per Week:
37.5
Posting closing date: Until position is filled
About SAIT
SAIT is a global leader in applied education. Named one of Alberta’s Top Employers
, we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.
Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.
Community and Belonging is essential to achieving SAIT’s vision to be a global leader in applied education. It creates the conditions for a healthy campus where everyone feels welcome, respected and empowered to succeed. SAIT values fairness, shared accountability and the importance of representation. The institution expects a commitment from its students and employees to continuously develop an equitable and inclusive mindset that celebrates diverse experiences and perspectives. Learn more about Community and Belonging at SAIT.
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