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IT Manager Site Lead
2 months ago
Gateway Services is a leading provider of pet aftercare services in Canada, offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation.
We are seeking an experienced IT Manager Site to join our team, 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 to ensure excellent customer service and technical support.
- Ensure all processes used by the service desk are thoroughly documented, continuously audited, and improved.
- Conduct and share results from service and operation performance reviews.
- Promote the service desk with senior management and work to ensure its business value is understood.
- Coordinate and manage all relevant stakeholders, including the Helpdesk team, Team Members, and other teams involved in the Helpdesk operations.
- Manage the cost of running the Helpdesk operation.
- Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Escalation and resolution of software issues to the information systems/development team.
- Escalation and resolution of third-party software or systems issues by the support team.
- Develop and maintain a technical support and knowledge base.
- Maintain departmental staffing by recruiting, selecting, training, and developing personal growth opportunities.
- Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities, and discuss successes and challenges.
- Minimum five years of professional or technical experience in IT with a strong background in all aspects of customer service.
- Minimum two years of management experience that demonstrates proficiency in leadership techniques and management of resources.
- Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365.
- Demonstrated experience (use, administration, and configuration/development) with ServiceNow ITSM platform.
- Experience with computer security systems, password, networking, and file protection protocols.
- Ability to balance and plan the short-term actions of the team to meet SLAs and service growth.
- Ability to communicate and give instructions to a non-technical audience.
- Prolonged period sitting at a desk and working on a computer.
- Paid Holidays & Time Off
- A Sense of Community
- Great Hearts & Minds Scholarship Program
- Gateway Services Inc. and our brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion.
Our employees are our greatest asset, and each employee's cultural differences, life experiences, self-expression, and unique capabilities are what build our company culture and success.
If you require accommodation due to disability during any stage of the recruitment process, please notify Human Resources at.
