ISC Service Desk Manager

TL;DR

ISC Service Desk Manager: Leading frontline and advanced support functions for HR, Finance, and Student operations with an accent on service optimization, automation, and digital transformation. Focus on architecting end-to-end operating frameworks, managing cross-functional teams, and ensuring high-quality service delivery within a complex academic environment.

Location: Must be based in Vancouver, BC, Canada

Compensation: $8,305.08 - $12,952.33 CAD Monthly

Company

The University of British Columbia is a global centre for teaching, learning, and research, consistently ranked among the top public universities worldwide.

What you will do

• Design and govern the long-term service delivery model for the ISC Service Desk across HR, Finance, Payroll, and Student operations.
• Lead multi-year operational roadmaps, including workforce strategies, capacity models, and automation trajectories.
• Direct the strategy for AI, chatbot, and automation adoption to enhance service performance and scalability.
• Manage and mentor a team of Tier-1 Support Specialists and Tier-2 Support Analysts, fostering a culture of service excellence.
• Build and steward high-impact partnerships with central administrative units and faculty to ensure aligned service delivery.
• Oversee the implementation of operational changes and technology enhancements, ensuring effective stakeholder communication and service continuity.

Requirements

• Undergraduate degree in a relevant discipline such as Business Administration or Computer Science.
• Minimum seven years of related experience in leading customer service or support teams in a complex organization.
• Demonstrated ability to manage service standards, SLAs, and continuous improvement initiatives.
• Proven knowledge of customer service requirements in an Enterprise Resource Planning (ERP) solution context.
• Strong leadership skills with the ability to coach, mentor, and manage performance across diverse teams.
• Excellent interpersonal, communication, and conflict management skills.

Nice to have

• Experience supporting ERP systems, specifically Workday and ServiceNow.
• Experience working in a complex academic environment, preferably at hirify.global.
• Lean/Six Sigma, Change Management, or Project Management certifications.

Culture & Benefits

• Commitment to employment equity, inclusion, and diversity.
• Opportunity to work in a globally recognized research and innovation environment.
• Focus on professional development, succession planning, and career mobility.
• Collaborative and inclusive team culture fostering innovation and continuous improvement.