Global I.t. Manager, Service Desk

3 weeks ago

Bolton, Canada Husky Injection Molding Full time

At Husky Technologies TM, our success is based on your success. Our ability to keep our customers in the lead is based on building the strongest team possible.

Husky Technologies TM has a strong foundation built on innovation, close customer relationships and a unique culture and values. We are dedicated to offering our customers the highest quality products and services and are looking for people with the inspiration and talent to develop with us as we pursue our ambitious growth strategy. We are a leader in developing state-of-the-art technology and it is this technology base that uniquely positions us to serve customers who seek differentiation through solutions that provide speed, flexibility and maximum productivity. This capability is at the core of our mission and competitive strategy.

Husky Technologies TM offers a wealth of opportunity for personal growth and development. Most importantly, Husky Technologies TM offers an opportunity to work with - and be challenged by - a team of great people. Our success is possible because of the creativity, intelligence and passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a company taking on new challenges and for the right people this means exceptional career development opportunities, the chance to be part of a team that is the best in the world at what we do and the experience that comes from working in an environment that demands constant transformation and innovation.

Husky Technologies TM is an exciting company with tremendous potential. We have a great team and great expectations. If you are attracted to bold goals, believe in uncompromising honesty, support mutual respect, care about environmental responsibility, have a passion for excellence and a desire to make a positive contribution - then we want you to join the Husky Technologies TM team

The Global IT Manager, Service Desk is a highly visible leader responsible for the day-to-day operation of the IT Support function. This role will oversee the management, operation and evolution of the Service Desk Team to ensure high quality of services based on ITIL best practices.

**Responsibilities**
- Manage the daily operations of 24/7 Global IT Service Desk and act as a mentor to Service Desk Analysts
- Provides ongoing coaching and evaluation of Service Desk team members.
- Help establish KPIs (key performance indicators) for IT Service Management (ITSM)
- Work with business groups to ensure that ongoing concerns are acknowledged and addressed.
- Periodically collect feedback from the user community to ensure that the Service Desk team is meeting the needs of the organization.
- Performance Monitoring and Management of Service Desk operations against committed SLAs and KPIs
- Review incident tickets for content, proper routing, SLA adherence
- Ensure operational processes and procedures are clearly documented and accurate
- Manage the ITSM knowledgebase, ensuring current and relevant content for consumption by the larger IT team
- Investigate and introduce process improvement measures and provide recommendations.
- Ensure proper communication to business for major outages/changes
- Create dashboards, generate reports and analytical insights to clearly communicate the effectiveness of the Service Desk function
- Promote a professional environment at all times, acting as a point of escalation for staff and internal teams
- Ensure proper escalation of urgent/critical issues
- Maintain support systems and tools used by the Help Desk team
- Assist with project-based work where required
- Ensure there is full coverage at all times for the department, including escalation coverage during vacations and off hours
- Manage global vendor relationships for Service Desk tools, negotiate contracts, conduct RFPs, establish SLAs, escalate and manage issues
- Participate in the change management processes.

**Requirements**:

- University or College Degree in Information Technology or Business Program
- Problem solving skills and ability to work under pressure
- Strong demonstrated analytical skills.
- Excellent written and verbal communication skills
- Exceptional Customer Service skills
- Vendor, Project and Team management abilities
- 10+ years of professional IT experience with increasing supervisory experience.

Husky Technologies TM offers a competitive compensation and benefits package and excellent opportunities for growth and advancement. We are committed to equal employment opportunity and respect, value and welcome diversity in our workplace. Husky Technologies TM also values being a great place to work and strives to maintain a safe workplace. Accordingly, Husky Technologies TM conditions all offers of employment on satisfactory completion of background checks.

Husky Technologies TM is committed to developing inclusive, barrier-free selection processes and work environment

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