IT Service Desk Administrator

Reporting to the Manager Information Technology the IT Service Desk Administrator will oversee the day-to-day operations of the Service Desk provide guidance and support to Service Desk staff and ensuretimely effective and high-quality IT support for internal clients. This role will also collaborate withother IT leadersto define processesestablishservice standards and integrate Service Desk operations across the broader IT team.

This position is ideal for an experienced IT professional looking to take on leadership responsibilities while contributing to the growth and development of a newly established IT supportsubstream.

Employment Type: Full Time
Schedule: Monday to Friday 8:00am to 4:00pm
Reporting to: Information Technology Manager

Location:Calgary AB

MAJOR DUTIES AND RESPONSIBILITIES

• Oversee the Service Desk team ensuringtimelyresolution of IT incidents service requests and escalations.

• Develop implement andmaintainService Desk workflows ticketing procedures and escalation paths.

• Monitor Service Desk performance metrics analyze trends and report on service effectiveness and efficiency.

• Provide mentorship guidance and training to Service Desk staff to enhance skills knowledge and professional development.

• Act as an advanced technical resource for escalated Service Desk issues including hardware software network and application support.

• Support onboarding and offboarding processes including account creation permissions device provisioning and deactivation.

• Administer and manage IT assets inventory and software licenses.

• Document IT processes create knowledge base articles and implement process improvements to enhance Service Desk efficiency.

• Collaborate withother IT leadersto align Service Desk processes and service delivery with broader IT strategy.

• Participate in IT projects system upgrades and cross-functional initiativesimpactingend-user support.

• Proactively recommend improvements to IT support tools technologies and practices to enhance overall service quality.

• Foster a work environment aligned with The Mustard Seeds statement of faith and values emphasizing customer service quality innovation and teamwork.

• Perform other duties as assigned.

MINIMUM QUALIFICATIONS AND SKILLS

• Completion of college courses or programs in computer science information technology or a related field or equivalent experience.

• Minimum of 35 years of IT support experience including Service Desk or end-user support.

• Demonstrated experience supervising coordinating or leading a technical support team.

• Strong knowledge of Microsoft operating systems Microsoft 365 Active Directory networking fundamentals and end-user devices.

• Experience with IT ticketing systems ITIL principles or service management best practices.

• Familiarity with cloud platforms such as SharePoint Salesforce or Azure is an asset.

• Advanced troubleshooting and problem-solving skills with the ability to resolve complex technical issues.

• Excellent communication interpersonal and team leadership skills.

• Ability to develop processes create documentation and implement continuous improvement initiatives.

• Experience collaborating with cross-functional IT teams orleadershipis highly desirable.

WORKING CONDITIONS

• Moderate to extreme mental effort for problem-solving incident management and high-pressure situations.

• Moderate physical effort including keyboarding data entry and occasional lifting up to 50 lbs.

• Ability to manage multiple projects and priorities simultaneously.

• Flexibility to work outside regular business hours including weekends.

• Prolonged periods of sitting in front of computer monitors.

• Employment Security Check isrequired.

• As The Mustard Seed is a Christian ministry we require our employees tobe in agreementand to sign our statement of faith.

• Must have legal authorization to work in Canada on a full-time basis for anyone other than current employer.
• We are an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.

ADDITIONAL REQUIREMENTS

• An Employment Background Check is required for all positions at The Mustard Seed.
• As The Mustard Seed is a Christian ministry we require our employees to agree to respect and not detract from The Mustard Seeds Employment Values during their employment at The Mustard Seed.
• Must have legal authorization to work in Canada on a full-time basis for anyone other than current employer.

COMPENSATION & BENEFITS

• The Mustard Seed offers a competitive compensation package for full-time employees which includes extended health and dental benefits for both staff and their dependents.
• An overnight premium is provided for all overnight shifts to recognize and compensate for the unique demands of working during these hours.
• All The Mustard Seed employees have access to the Employee and Family Assistance Program which provides support for maintaining a healthy work-life balance addressing mental health concerns and focusing on personal development in various areas.

NOTE

• Your privacy is important to us. The information we collect is used solely for consideration for employment.
• We thank all candidates for their interest however only those candidates selected for an interview will be contacted. The Mustard Seed reserves the right to amend job advertisements. No phone calls please.
• Please visit ourcareerspage to see more job opportunities.

Required Experience:

Unclear Seniority