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Manager, IT Service Desk
3 months ago
Department: Information Technology
Reports to: Director, Technology
Position Summary
The Aquilini Group (AG) encompasses a wide range of businesses, among them Canucks Sports & Entertainment (CSE). The Manager, IT Service Desk will lead the service desk team and play a crucial role in planning and coordinating the provision of user applications and systems essential for smooth business operations.
The Manager, IT Service Desk leads a service desk team that provides exceptional customer service for both AG and CSE on technical issues. The incumbent will be the subject matter expert regarding all end-user applications within the organization’s infrastructure, including technology training, software and hardware procurement, and spearheading customer-focused initiatives. This role works with a diverse group of important clients, visitors, and internal contacts at all levels; independent judgement is required to plan, prioritize, and organize a diverse workload.
This Role Will Focus On
- Leading and managing the IT Service Desk team, fostering a culture of excellent customer service and high performance
- Overseeing a team responsible for maintaining optimal functionality of user components, including computers, laptops, and mobile devices
- Developing and implementing comprehensive IT training initiatives for new hires and ongoing staff development for AG and CSE employees
- Acting as the initial point of escalation for unresolved calls, technical issues, and complex requests, providing effective resolutions and support
- Proactively monitoring and managing the Help Desk ticket system queue, ensuring timely resolution of issues and efficient ticket handling
- Collaborating in the procurement process of IT resources for various AG divisions
- Coordinating event support scheduling, working with event managers to ensure seamless IT support during events
- Providing expert first- and second-level support for computer hardware and software issues on both Microsoft and Apple platforms
- Maintaining a comprehensive hardware and software inventory to facilitate efficient asset management
- Providing support outside normal business hours, including events at Rogers Arena and at various offsite locations
- A team you can belong to and believe in
- A fun, high energy environment
- An open mind for new ideas
- The opportunity to embark on a career development journey
- Lots of fun staff events throughout the year
- Onsite gym underground parking
- At least four years of experience within the Information Technology industry in a support capacity
- A post-secondary degree or diploma in a technical field
- Strong competence in the Microsoft Ecosystem (Office365, Exchange 2013/16, Remote Desktop, Server, and Desktop OS)
- Strong knowledge of MacOS and iOS devices
- Ability to thrive in a fast-paced, team-oriented environment
- Strong attention to detail and organization skills, with the ability to balance priorities and multitask
- Exceptional communication and customer service skills, with an ability to interact in a professional and friendly manner with end users at all levels within the organization
- Solid problem-solving and troubleshooting skills coupled with a willingness to learn
- A valid driver’s license and access to a vehicle
- Ability to work flexible, extended hours
- A strong understanding of and commitment to uphold our company values of discipline, respect, excellent, attitude, and mindset (DREAM)
- Onsite role at our office in downtown Vancouver
- Previous experience with Point-of-Sale hardware and software
This position will remain open until filled. #J-18808-Ljbffr