Team Manager, Information Technology, Service Desk Tier I


Openings 1
Location Name
Alberta Blue Cross - Edmonton
Edmonton, Alberta, CA
Date Posted Jun 19, 2017
Profession Information Technology
Career Level(s) Team Manager / Manager
Job Type(s) Permanent, Full Time
Education Level(s) Diploma, Bachelors
Job ID job-9118

Position Summary


The Service Desk plays a key role in the delivery of IT services at Alberta Blue Cross and this function is at the center of the IT Service Delivery model.  This dynamic team provides communication and support to all internal staff and business areas, as well as external business partners.  The Service Desk is process driven and utilizes ITIL as the framework for IT Service Management.

The Service Desk Team Manager, under the supervision of the Manager of the Service Desk, will apply ITIL knowledge and contact centre experience to ensure that the customer experience is consistently excellent.  The successful candidate will enhance and improve service delivery and the supporting processes, while maintaining an effective team of analysts.


  • Oversee the day-to-day operations for the Service Desk.
  • Apply Contact Center industry best practices.
  • Provide leadership and support to a team of Service Desk analysts.
  • Demonstrate commitment to performance management and staff development through annual performance reviews, career development and training plans for team members.
  • Create a positive working environment for the team, which inspires high productivity and cohesive team work.
  • Build and maintain effective relationships with staff, customers and peers.
  • Recruit, train, mentor and coach team members in partnership with the manager, with an end goal of retaining a work force of the highest quality for both the team and the company.
  • Leads and participates in projects within and across the IT division following the corporate project management methodology.
  • Liaises with other areas within Alberta Blue Cross and with other Blue Cross plans (Service Desks) in Canada.
  • Adopt industry standard practices for ITSM. (Service support & delivery processes within the ITIL framework).
  • Manage effective resolutions when concerns or performance issues arise from within team, business and support areas, or external clients.
  • Keeps current with Service Desk and Contact Center best practices with a view to maintaining high quality service delivery.


  • A related two-year technical diploma from a recognized post secondary institute is required.
  • A minimum of ITIL foundations is required.
  • ITIL Practitioner certification is highly recommended.
  • Experience working in an ITIL environment.
  • Direct experience in managing a Contact Center environment.
  • Service Desk Management - service delivery experience (ITSM).
  • Strong written and verbal communication skills.
  • Experience with ITSM software tools and work flow processes.
  • Understanding of process development and continuous process improvement.
  • Project management experience.
  • Proficiency with Microsoft products.
  • Demonstrated strategic thinking abilities (e.g. vision and innovation).
  • Highly adaptable to operate in a rapidly changing environment.
  • A high degree of self-awareness and understanding of impact on people.
  • Decision-making confidence.
  • Exceptional problem solving skills.

Alberta Blue Cross offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment. This position will remain open until a suitable candidate is selected.  If you have the qualifications we are looking for, please apply online at 

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