Manager, Service Desk

2 weeks ago

Edmonton, Alberta, Canada Flair Airlines Ltd. Full time

Are you ready to take your career to new heights?

Job Title:
Manager, Service Desk

Department:

IT

Location:
Edmonton, AB (YEG)

Work Arrangement:
This role is primarily based in the Corporate Office with occasional work-from-home flexibility.

Position Overview:


Reporting to the Director of
IT Infrastructure and Services, the Manager, Service Desk will play a critical role in providing a wide variety of internal support services to all employees.

The role requires an overall understanding of quality client service, a high level of commitment to providing quality customer support, and an aptitude for interpreting technical problems and offering independent recommendations for solutions.

The role requires a team player who possesses superior communication; excellent interpersonal and customer service skills and is also a self-starter with both a strong sense of urgency and the ability to find solutions to problems and work independently when needed.

Weekend and after-hours work may be a requirement.

This role will lead the help desk team, providing guidance, training, ticketing dispatch, CSAT monitoring, and other duties as required.


Primary Job Functions:

The duties of the
Manager, Service Desk include:

  • Designing, developing, and implementing well-organized and structured
    IT systems
  • Gathering feedback or responses from Flair team members to support continuous improvement of system functionality
  • Meeting and communicating with stakeholders to understand and fulfill their requirements
  • Actively contributing to the Digital/IT team by participating in building and implementing technology solutions
  • Providing advice and delivering technical training to new employees on all
    IT procedures and processes
  • Offering expert knowledge to efficiently resolve
    IT issues
  • Offering comprehensive hardware and software support, including user training, installation, testing, evaluation, and troubleshooting for computer equipment
  • Contributing to the maintenance of accurate and uptodate filing systems
  • Alerting management when necessary for highvisibility and critical issues
  • Undertaking additional duties as assigned from time to time
  • Taking a lead role in hiring and evaluating employees
  • Managing and overseeing the ticketing dispatch system

Qualifications & Requirements:

-
Education:

  • Degree or diploma in Computer Science, Management Information Systems, or related field
-
Experience:

  • Minimum of three (3) to five (5) years of experience in a technical support role
  • Previous experience in leading a team, showcasing strong leadership skills and the ability to motivate and guide team member

  • ITIL foundation v3 certified and or, Microsoft Certifications in any of the following: Microsoft Certified Systems Engineer (MCSE) or Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Office Specialist (MOS), or Microsoft Certified Trainer (MCT) would be considered assets
  • Experience with the following core technologies would be an asset:
  • Microsoft Office 365 including Word, Excel, PowerPoint, Visio, and Outlook
  • Cloud technologies, Intune, and Azure management would be an asset
  • Microsoft Active Directory
  • Showcase the ability to quickly troubleshoot a variety of complex technical problems associated with computer hardware, peripheral equipment, operating systems, and software.
  • Demonstrate technical skills that support the ability to configure computers and peripherals, support operating systems and purchased software packages, install necessary drivers, and conduct functional testing.
-
Skills & Abilities:

  • Demonstrated ability to work effectively in a highstress, deadlinedriven, everchanging work environment while prioritizing tasks and assignments
  • Strong communication skills and the ability to build effective working relationships with a variety of stakeholders
  • Ability to lead and inspire a service desk team, showcasing strong leadership skills to motivate and guide team members effectively.
  • Ability to think outside the box and propose new ideas and solutions, showcasing a proactive and forwardthinking approach.
  • Demonstrated analytical, decisionmaking, and problemsolving skills
-
Competencies:Flair team members exhibit common competencies which contribute to individual, team, and company success

This includes:
- the ability to lead as a Flair teammate by being collaborative and modeling our values
- the ability to maintain diverse relationships with peers and other stakeholders
- the ability to deliver results with impact and strive to always improve

-
Requirements:

  • Clear criminal record check and satisfactory employment references
  • Must be able to obtain and maintain a valid Restricted Area Identity Card (RAIC)
  • Must be legally eligible to work in Canada without restriction

Why Join Flair Airlines:

At Flair Airlines, we value our employees and provide a supportive and collaborative work environm

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