IT Service Desk Lead

2 weeks ago

Edmonton, Alberta, Canada Cambridge Housing Authority Full time

Join The Ride

Position: Service Desk Manager

Location: AutoCanada Head Office – Edmonton
Location : Edmonton, AB
Classification : Full Time, Immediate Hire

Who we are:

AutoCanada is a publicly traded multi-location automotive dealership group operating in both Canada and the United States and headquartered in Edmonton. The multi-location dealership model enables AutoCanada to serve a diversified geographic customer base providing a range of services to customers including new and used vehicle sales, financing, leasing, automotive service and repair, collision repair, and parts sales. Founded in 2006, AutoCanada has expanded significantly and continues to grow.

About the Role:

As a Service Desk Manager, you will be a key member of our Technical Support Services team, providing exceptional technical support and leadership to our internal customers. You will be responsible for overseeing the Service Desk team, ensuring efficient resolution of technical issues, and driving continuous improvement. This role requires strong leadership, technical aptitude, excellent problem-solving skills, and a customer-centric approach. This is an in-office role with some flexibility to work remotely with prior approval from a manager.

Responsibilities:

  • Provide timely and effective leadership to the Service Desk team, ensuring tickets are resolved efficiently.
  • Implement, diagnose, and troubleshoot complex technical issues related to escalated tickets from Tier II analysts.
  • Ensure adherence to Service Level Agreements (SLAs) and maintain high levels of customer satisfaction.
  • Develop and maintain in-depth knowledge of the organization's key business applications, providing expert-level support.
  • Proactively identify and resolve recurring issues, implementing process improvements.
  • Participate in knowledge base content creation and maintenance.
  • Assist with the deployment and maintenance of IT equipment and software as part of our Project Management Office.
  • Generate performance reports and analyze trends to identify areas for improvement.
  • Participate in on-call rotation as required.

Qualifications:

  • 3-5+ years of experience in IT service desk operations, with 1-2+ years in a supervisory or team lead role.
  • Experience with IT service management (ITSM) systems (e.g., ServiceNow).
  • Proven ability to troubleshoot and resolve technical issues related to hardware, software, and networking.
  • Strong understanding of business applications, ideally within the auto retail industry.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong problem-solving and analytical skills.
  • Ability to prioritize and manage multiple tasks effectively.

Nice to Haves:

  • Experience supporting retail operations or multi-store companies.
  • Experience supporting software applications.
  • Experience with CDK systems.
  • Familiarity with ITIL best practices.

Recommended Certifications:

  • ITIL Certifications.
  • Relevant Microsoft or CompTIA Certifications.

The Perks:

  • Competitive Compensation and Benefits Package
  • Employee Vehicle Purchase & Service Plans
  • Employee and Family Assistance Programs
  • Company-wide appreciation events and contests throughout the calendar year
  • Professional development and the opportunity to grow your career

We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their full potential.

If you think you're a good fit to come along on our ride, apply now through our website at www.autocan.ca/careers. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Our commitment extends to reaching out to individuals from various backgrounds and identities. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter.

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