Responsibilities Manages Service Desk services, overseeing and monitoring all aspects of Service Desk functions to ensure a positive experience for all enterprise customers. Ensures services are performing at optimal levels, meet business expectations, and provides advice, guidance, and daily operational support to end users. Defines and directs initiatives related to improving Service Desk functions. Key Accountabilities Leads Service Desk service strategy and develops operational plans that meet the functional needs of the organization. Manages a diverse cross‑functional team to maintain highly reliable services with a focus on quality, business enablement and improving customer experience. Ensures service delivery meets established standards and service level agreements. Oversees the day‑to‑day execution of incident processes, including logging, classification, assessment, escalation and resolution. Manages the Service Desk team, ensures staffing is scheduled to support optimal delivery of services, and provides recommendations for the department budget. Manages recruitment, selection, training, motivation, performance, competency and skill development of the Service Desk team. Participates in weekly Change Advisory Board (CAB) meetings; reports on trends and issues relating to applications and system functions, and provides recommendations on improvement. Establishes policies and processes to provide efficient and effective support to end users. Liaises with the Service Management Team to assess incidents, determine root causes and ensure solutions are executed and documented. Participates in technology projects and upgrades requiring first‑line support processes and ensures proper support documentation and training is provided. Collaborates with internal support teams for seamless and consistent delivery of system and desktop services. Builds partnerships with Business Leaders at various levels to guide strategic decision making and influence IT value creation. Contributes as a key member of the IT delivery team by identifying and acting on risks and opportunities, and alerts senior management to critical issues. Serves on internal committees, contributing to enterprise technology standards, processes and performance metrics. Qualifications Bachelor’s degree in computing science, information systems, or related field. Six (6) years of progressively responsible experience in IT, covering desktop functions or equivalent capabilities. Four (4) years of experience in supervising and directing staff. Strong business acumen; expertise in ITIL methodology, process strategy and application. Advanced experience leveraging KPIs and metrics to track and measure service quality. Advanced written and verbal communication skills. Sound planning, organization and time‑management skills of self and others. Advanced interpersonal skills, including relationship building, coaching, influencing, conflict resolution and presentation/facilitation. Advanced problem‑solving and decision‑making skills to address critical business issues. Advanced ability to lead and advise a large, diverse technical team. Recruitment Process Applicants must demonstrate suitability for this position by meeting the minimum qualifications and experience to be invited into the selection process. A standard interview format will be used, including general, scenario and behavioural questions. Work Schedule 37.5 hours per week. Full‑time temporary position for seven (7) months. Work Designation Hybrid – flexibility to work both on‑site and remotely within B.C. Rate of Pay Salary range: $100,080 – $150,120 per annum. Actual salary will be based on education, experience, skills and qualifications. Total compensation package includes Extended Health, Dental, Transit Pass and enrollment in the Public Service Pension Plan upon eligibility, as well as other employment offerings to be discussed during the application process. Equal Employment Opportunity TransLink is committed to employment equity and building a diverse workforce, representative of the communities it serves. Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities are encouraged to apply. Accommodations are available on request for candidates undergoing all aspects of the selection process. For a confidential inquiry, email #J-18808-Ljbffr