Help Desk Manager

1 month ago

Guelph, Ontario, Canada CB Canada Full time
Job Title: Help Desk Manager

CB Canada is seeking a highly skilled Help Desk Manager to join our team. As a Help Desk Manager, you will be responsible for leading a team of IT professionals in providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • Manage a team of IT professionals to provide first and second-level support to clients.
  • Ensure team compliance with agreed-upon Service Level Agreements (SLAs) and track all incoming issues.
  • Manage ticket backlogs and implement creative solutions to maintain acceptable levels and improve service levels.
  • Provide metrics on all services provided by the help desk team.
  • Solve issues directly or escalate and follow up to ensure timely resolution.
  • Guide the team on best practices for PC imaging and software installation.
  • Liaise with external vendors and other IT team members to fulfill technical activities.
  • Manage the creation and maintenance of Active Directory user accounts.
  • Lead the creation of user support documentation for new systems.
  • Responsible for leading all IS Helpdesk projects and changes.
  • Accountable for ensuring the smooth setup, installation, and ongoing service of the company's technology infrastructure.
  • Lead, mentor, coach, and develop employees within the Help Desk team.
  • Monitor the achievement of customer service standards and pre-determined targets.
  • Help develop the annual infrastructure budget and manage associated costs.
  • Oversee inventory and asset movement.
  • Act as a senior escalation point for technology and infrastructure issues.
Requirements:
  • Minimum of a community college diploma or equivalent experience.
  • Minimum of 5-7 years of experience in an IT role, preferably Helpdesk support.
  • Minimum of 3 years of management experience leading a multi-location team.
  • In-depth knowledge of Wide Area Network infrastructure management and related hardware support practices.
  • Experience with Windows Server; exposure to Unix would also be beneficial.
  • Strong team player with excellent analytical and problem-solving skills.
  • Ability to manage critical/emergency situations.
  • Excellent communicator, both written and verbal.
  • Ability to multitask and handle various projects, deadlines, and changing priorities.

CB Canada offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment. If you have the qualifications we are looking for, please submit your resume online.

  • Help Desk Manager

    3 weeks ago

    Guelph, Ontario, Canada CB Canada Full time

    Job Title: Help Desk ManagerOur client, a leading company in Guelph, is seeking a skilled Help Desk Manager to oversee the daily operations of the help desk team and lead all Helpdesk projects. Reporting directly to the IT Manager, the successful candidate will be responsible for delivering projects on time, achieving customer service levels, and reducing...

  • Help Desk Manager Lead

    1 week ago

    Guelph, Ontario, Canada CB Canada Full time

    Job Title: Help Desk ManagerAbout the Role:We are seeking an experienced Help Desk Manager to join our team at CB Canada. The successful candidate will be responsible for managing the help desk team and daily operations, as well as leading and coordinating all Helpdesk projects. Reporting directly to the IT Manager, the Help Desk Manager will be accountable...

  • IT Help Desk Manager

    2 weeks ago

    Guelph, Ontario, Canada Heritage Plus Full time

    Job Title: IT Help Desk ManagerJob Summary:The IT Help Desk Manager is responsible for effectively managing end-user expectations, setting the organizational standard for IT support engagement, and serving as a communication channel between Team Members and the IT organization.Key Responsibilities:Manage, develop, and train the Helpdesk team.Ensure that all...

  • Help Desk Specialist

    2 months ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job DescriptionVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team. As a Help Desk Analyst, you will be responsible for providing technical support to our users, resolving issues with computer systems, and implementing solutions to improve our services.Key ResponsibilitiesRespond to user inquiries and resolve technical issues with...

  • Help Desk Specialist

    4 weeks ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job Title: Help Desk AnalystVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team.Job Summary:We are looking for a detail-oriented and organized individual to provide technical support to our users. The successful candidate will be responsible for troubleshooting and resolving technical issues, providing training and guidance to users, and...

  • Help Desk Specialist

    2 months ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job DescriptionVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team. As a Help Desk Analyst, you will be responsible for providing technical support to our users, resolving issues with computer systems, and implementing solutions to improve our services.Key ResponsibilitiesRespond to user inquiries and resolve technical issues with...

  • Help Desk Specialist

    4 weeks ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job Title: Help Desk AnalystVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team.Job Summary:We are looking for a detail-oriented and organized individual to provide technical support to our users. The successful candidate will be responsible for troubleshooting and resolving technical issues, providing training and guidance to users, and...

  • Help Desk Support Specialist

    2 months ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job DescriptionVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team. As a Help Desk Analyst, you will be responsible for providing technical support to our users, resolving issues with computer systems, and ensuring that our technology infrastructure is running smoothly.Key ResponsibilitiesTechnical Support: Respond to user inquiries and...

  • Help Desk Support Specialist

    2 months ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job DescriptionVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team. As a Help Desk Analyst, you will be responsible for providing technical support to our users, resolving issues with computer systems, and ensuring that our technology infrastructure is running smoothly.Key ResponsibilitiesTechnical Support: Respond to user inquiries and...

  • Help Desk Support Specialist

    1 month ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job Title: Help Desk AnalystVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team.Job Description:We are looking for a detail-oriented and organized individual to provide technical support to our users. The successful candidate will be responsible for resolving user issues, providing training and advice, and maintaining a problems and...

  • Help Desk Support Specialist

    1 month ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job Title: Help Desk AnalystVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team.Job Description:We are looking for a detail-oriented and organized individual to provide technical support to our users. The successful candidate will be responsible for resolving user issues, providing training and advice, and maintaining a problems and...

  • Help Desk Support Specialist

    4 weeks ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job Title: Help Desk AnalystVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team.Job Description:We are looking for a detail-oriented and organized individual to provide technical support to our users. The successful candidate will be responsible for resolving user issues, providing training and advice, and maintaining a problems and...

  • Help Desk Support Specialist

    4 weeks ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job Title: Help Desk AnalystVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team.Job Description:We are looking for a detail-oriented and organized individual to provide technical support to our users. The successful candidate will be responsible for resolving user issues, providing training and advice, and maintaining a problems and...

  • Help Desk Support Specialist

    3 weeks ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job Title: Help Desk AnalystVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team.Job Description:We are looking for a detail-oriented and organized individual to provide technical support to our users. The successful candidate will be responsible for resolving user issues, providing training and advice, and maintaining a problems and...

  • Help Desk Support Specialist

    4 weeks ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job Title: Help Desk AnalystVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team.Job Description:We are looking for a detail-oriented and organized individual to provide technical support to our users. The successful candidate will be responsible for resolving user issues, providing training and advice, and maintaining a problems and...

  • Help Desk Specialist

    3 weeks ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job DescriptionVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical assistance to our users.Key ResponsibilitiesRespond to user inquiries and resolve technical issues in a timely and professional manner.Consult...

  • Help Desk Specialist

    3 weeks ago

    Guelph, Ontario, Canada Vlogic Soft Inc. Full time

    Job DescriptionVlogic Soft Inc. is seeking a skilled Help Desk Analyst to join our team.Key ResponsibilitiesProvide technical assistance to users experiencing difficulties with computer systems and software.Research and implement solutions by consulting user guides, technical manuals, and other documents.Offer advice and training to users in response to...

  • Service Desk Support Specialist

    3 weeks ago

    Guelph, Ontario, Canada Skyline Group of Companies Full time

    We're seeking a skilled Service Desk Support Specialist to join our team at Skyline Group of Companies.About the RoleAs a Service Desk Support Specialist, you will provide technical support to our staff, including remote field staff, with their use of company IT equipment. You will troubleshoot issues, maintain equipment, and utilize a helpdesk ticketing...

  • Residence Desk Porter

    1 month ago

    Guelph, Ontario, Canada University of Guelph Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Residence Desk Porter to join our team at the University of Guelph. As a key member of our Facilities and Desk Services team, you will provide exceptional service to residence students and university visitors, ensuring a safe and welcoming environment for all.Key ResponsibilitiesProvide...

  • Service Desk Support Specialist

    4 weeks ago

    Guelph, Ontario, Canada Skyline Group of Companies Full time

    We're seeking a skilled Service Desk Technician to join our team at Skyline Group of Companies. As a key member of our IT department, you will provide technical support to our staff, ensuring they have the tools and resources they need to succeed.Key Responsibilities:Provide technical assistance to users via phone, email, or in-person.Troubleshoot issues...