Manager, Service Desk

6 months ago

Edmonton, 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 up-to-date filing systems
- Alerting management when necessary for high-visibility 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 high-stress, deadline-driven, ever-changing 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 forward-thinking approach.
- Demonstrated analytical, decision-making, and problem-solving 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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