ISC Service Desk Manager

Responsibilities

• Provide leadership for frontline and advanced support functions across HR, Finance, Payroll, and Student Operations
• Design and govern the long-term service delivery model and operational roadmaps for the ISC Service Desk
• Lead the strategy for AI, chatbot, and automation adoption to optimize service delivery
• Manage a team of Tier-1 Support Specialists and Tier-2 Support Analysts, including hiring and performance management
• Establish and maintain service standards, SLAs, and quality assurance frameworks
• Partner with cross-functional product teams and campus stakeholders to ensure aligned service delivery and operational readiness
• Oversee organizational change management related to process updates and technology enhancements

Requirements

• Undergraduate degree in a relevant discipline
• Minimum seven years of related experience, or an equivalent combination of education and experience
• Experience leading customer service or support teams within a complex organization
• Demonstrated ability to manage service standards, SLAs, and continuous improvement initiatives

Preferred Qualifications

• Experience in an academic environment or with UBC
• Experience supporting Enterprise Resource Planning (ERP) systems, specifically Workday and ServiceNow
• Proven success in leading high-performance service centre teams and managing core product support services
• Strong background in organizational change management, project management, or Lean/Six Sigma methodologies
• Demonstrated ability to build relationships and communicate effectively across complex stakeholder landscapes

About the Company

The University of British Columbia (UBC) is a global centre for teaching, learning, and research, consistently ranked among the top 20 public universities in the world. UBC is a diverse and inclusive community committed to excellence in research, innovation, and learning.