IT Service Desk Manager

3 days ago

Ottawa, Ontario, Canada Canopy Growth Full time
Job Summary

We are seeking a highly skilled and experienced IT Service Desk Manager to join our team at Canopy Growth. As a key member of our IT department, you will be responsible for overseeing the daily operations of our IT service desk, ensuring that our end-users receive the highest level of assistance and support.

Key Responsibilities
  • Team Leadership
    • Lead, mentor, and manage a team of service desk technicians, ensuring they are trained, motivated, and equipped to provide high-quality support.
    • Mentor and oversee the professional development of team members.
  • Incident Management
    • Oversee the incident management process, ensuring that incidents are logged, tracked, resolved, and reported in a timely manner.
    • Monitor and report on service level agreements (SLAs) to ensure that service delivery meets or exceeds expectations.
  • Process Improvement
    • Identify and implement improvements to service desk processes and procedures to enhance efficiency and effectiveness.
    • Generate and analyze reports on service desk performance, including metrics such as response times, resolution times, and customer satisfaction.
  • Technical Support
    • Oversee the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
    • Work closely with other IT teams and business units to ensure seamless support and service delivery.
  • Financial Management
    • Assist in the development and management of the service desk budget.
  • Communication
    • Develops and presents metrics/status to executive leadership via dashboards, monthly statistics, operational reports; ensuring a tight monitoring and follow-up to meet target KPIs, SLAs, and end-user performance metrics.
  • Continuous Improvement
    • Oversee and support ITSM continuous improvement initiatives and implement enhancements based on clearly defined metrics and associated KPI's.
  • Policy and Procedure
    • Establishes, maintains, follows, and enforces IT policies, procedures, and other pertinent documentation that ensures the delivery of uniform services.
  • Project Management
    • Implements and manages regional projects ensuring they are completed within scope and budget.
  • Asset Management
    • End-user asset management, tracking, forecasting, and procurement.
Requirements
  • Education
    • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Experience
    • Minimum of 5 years of experience in IT service management, with at least 2 years in a supervisory role.
    • ITIL certification is preferred.
  • Skills
    • Strong leadership and team management skills.
    • Excellent problem-solving and analytical skills.
    • Strong customer service orientation.
    • Excellent communication and interpersonal skills.
    • Ability to work under pressure and manage multiple priorities.

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