IT Service Desk Manager

2 weeks ago

Vancouver, British Columbia, Canada Vancouver Full time

Job Summary

The Vancouver-based Canucks Sports & Entertainment is seeking a highly skilled IT Service Desk Manager to lead their service desk team and play a crucial role in planning and coordinating the provision of user applications and systems essential for smooth business operations.

Key Responsibilities

  • Lead and manage the IT Service Desk team, fostering a culture of excellent customer service and high performance.
  • Oversee a team responsible for maintaining optimal functionality of user components, including computers, laptops, and mobile devices.
  • Develop and implement comprehensive IT training initiatives for new hires and ongoing staff development for Vancouver-based employees.
  • Act as the initial point of escalation for unresolved calls, technical issues, and complex requests, providing effective resolutions and support.
  • Proactively monitor and manage the Help Desk ticket system queue, ensuring timely resolution of issues and efficient ticket handling.
  • Collaborate in the procurement process of IT resources for various Vancouver-based divisions.
  • Coordinate event support scheduling, working with event managers to ensure seamless IT support during events.
  • Provide expert first- and second-level support for computer hardware and software issues on both Microsoft and Apple platforms.
  • Maintain a comprehensive hardware and software inventory to facilitate efficient asset management.
  • Provide support outside normal business hours, including events at Rogers Arena and at various offsite locations.

Requirements

  • 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).

About Canucks Sports & Entertainment

Vancouver is one of the most diverse cities in the world, and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

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