IT Service Desk Administrator

• Oversee the Service Desk team, ensuring timely resolution of IT incidents, service requests, and escalations.

• Develop, implement, and maintain Service 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 with other IT leaders to align Service Desk processes and service delivery with broader IT strategy.

• Participate in IT projects, system upgrades, and cross-functional initiatives impacting end-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 Seed’s statement of faith and values, emphasizing customer service, quality, innovation, and teamwork.

• Perform other duties as assigned.

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

• Minimum of 3–5 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 or leadership is highly desirable.

• 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 is required.

• As The Mustard Seed is a Christian ministry, we require our employees to be in agreement and 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.

• 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 Seed’s 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.

• 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.

• 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.
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The Mustard Seed