Manager Help Desk
1 week ago
Location: Markham, Ontario
**Job Description**:
What is the role?
The Help Desk Manager is responsible for the overall technical support for stores, distribution centers, headquarters and field users. This role will manage the 24/7 operations, monitoring production systems including identification, resolution and escalation. Management and implementation of system management tools to provide efficient system monitoring, incident tracking and notification. The incumbent is accountable for meeting established service levels (SLA) and key performance indicators (KPIs). They will be the primary contact for issues and escalations within the Help Desk, including during time out of office, evenings and weekends.
What will you do?
- Manage the daily operations of 24/7 IT Service Desk.
- Provide ongoing monitoring of IT production systems including identification, resolution and escalation to proper individuals.
- Perform implementation and system management of tools to provide adequate IT system monitoring and notification, as well as ITIL compliant service desk management.
- Review incident tickets for content, proper routing, first-call resolution, problem detection, opportunities for first-call resolution and timely closure.
- Ensure all operational processes and procedures are accurate, clearly documented and maintained.
- Participate in change management and disaster recovery processes.
- Investigate and introduce process improvement measures and provide recommendations.
- Manage and communicate high-severity issues through resolution, providing accurate and timely status report to management.
Education and Experience
- University or College Degree in Information Technology or Business Program
- 5+ years’ technical and operational support experience
- 3-5 years’ support experience at a supervisory level
Knowledge and Skills
- Retail experience
- Strong demonstrated analytical skills
- Excellent written and verbal communication skills
- Exceptional Customer Service skills
- Vendor, Project and Team management abilities
CORPHIRE
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