Manager, Service Desk Projects and Audit at RPS North America

Mississauga, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Manufacturing, Roofing, Building MaterialsIndustries

Requirements

Ability to serve as primary point of contact for Service Desk project needs and liaise with business partners
Capability to oversee and prioritize simultaneous project tasks and deliverables
Proactive approach to identify risks, communicate them, and propose solutions
Skills to conduct comprehensive audits on end-user experience post go-live/hand-off
Technical expertise to provide support and guidance on projects requiring Service Desk support
Ability to monitor and maintain LIC and contract renewals
Experience ensuring end-user and Service Desk training on tools, software, hardware, and workflows
Proficiency in evaluating and recommending new hardware/software solutions
Competence in providing regular/ad-hoc reporting, analysis, and trend reporting on project data
Ability to ensure appropriate access to project information and tools for management/staff
Skills to consult with project teams/end-users to document expectations and outcomes
Capacity for ongoing project support, KPI reporting, and documentation
Ability to collect feedback on process gaps or inconsistent delivery
Research skills to analyze requirements, issues, workflows, tools, incidents, and develop recommendations/solutions
Capability to maintain inventory of hardware/software assets and perform routine audits

Responsibilities

Serve as the primary point of contact for all project needs pertaining to Service Desk and liaise with business partners/colleagues to negotiate, coordinate, and prioritize
Oversee and prioritize simultaneous project tasks and deliverables to maximize results from the Service Desk perspective
Take initiative to proactively communicate risks with proposed solutions
Conduct comprehensive audits on the end-user experience post go-live/hand-off
Provide technical support and guidance on projects requiring Service Desk support
Monitor and maintain LIC and contract renewals to ensure uninterrupted service
Ensure end-user and Service Desk training is provided on all tools, related software, hardware, and workflows
Evaluate and recommend new hardware and software solutions to improve system performance, functionality, and end-user experience
Provide regular and ad-hoc reporting and analysis of project-related data impacting Service Desk, including trend reporting to optimize performance
Ensure management and staff have appropriate access to project information and tools
Consult with project teams and end-users to outline/document expectations and desired outcomes for future support needs
Provide ongoing support to projects requiring Service Desk support, focusing on timely delivery, success KPIs, and documentation
Collect feedback from the operational team on process gaps or inconsistent delivery
Undertake research to improve quality by analyzing project requirements, business issues, workflows, Service Desk tools, errors, compliance incidents, and develop recommendations/solutions
Maintain inventory of all hardware and software assets related to projects and perform routine equipment audits

Skills

Key technologies and capabilities for this role

Project ManagementService DeskIT OnboardingSystem UpgradesProcess OptimizationAuditReportingDocumentationStakeholder ManagementIT Support

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This role is based onsite out of the Mississauga, ON office location.

What benefits are offered for this position?

Benefits include Health Insurance (with Virtual Health and HCSA), Dental Insurance, Vision Insurance, Life Insurance, Long-term and Short-term Disability, RRSP Match, Paid Vacation, Floating Days, Employee Assistance Program, Employee Engagement Events, Awards and Recognition, Tuition reimbursement, Service Awards, and Employee Perks & Discounts.

What are the key responsibilities of this role?

Key responsibilities include serving as the primary point of contact for Service Desk project needs, overseeing and prioritizing project tasks, conducting post-go-live audits, providing technical support and training, evaluating hardware/software solutions, and delivering reporting and analysis.

What company values are emphasized?

The company values quality, integrity, and trustworthiness, and seeks to hire people who hold these values.

What makes a strong candidate for this role?

A strong candidate will have project management experience in IT Service Desk, strong communication and liaison skills with business partners and leaders, proactive problem-solving abilities, technical knowledge of hardware/software/tools/workflows, and skills in auditing, reporting, and process optimization.

RPS North America

Global consulting firm for diverse sectors

About RPS North America

RPS North America provides consulting and advisory services across various sectors, including property, energy, transport, defense, government services, and water resources. The company helps clients, which range from large corporations to non-profits, navigate complex challenges and achieve regulatory compliance through a wide array of services. These services include management consulting, environmental consulting, project management, and digital solutions, among others. RPS North America stands out from its competitors by leveraging its deep expertise and global presence to deliver tailored solutions that meet specific client needs. The company's goal is to drive sustainable growth and address critical issues such as infrastructure development and risk management, ensuring a consistent demand for its high-value services.

Delft, NetherlandsHeadquarters

1970Year Founded

$31.5KTotal Funding

ACQUISITIONCompany Stage

Consulting, Energy, Enterprise SoftwareIndustries

5,001-10,000Employees

Risks

Increased competition from AECOM with new regional director.

Acquisition by Tetra Tech may impact client relationships.

Internal competition from NEO Material Development Kit could cause brand confusion.

Differentiation

RPS Group offers a wide range of consulting and advisory services.

The company has a strong focus on sustainability and environmental consulting.

RPS leverages its global presence and multidisciplinary teams for tailored solutions.

Upsides

Increased demand for environmental consulting due to global sustainability focus.

Growing interest in digital transformation aligns with RPS's expertise.

Expansion of green finance offers new project opportunities for RPS.

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