Manager, IT

4 days ago

Toronto, Canada Cineplex Full time

City:
Toronto

What you will do:
We’re looking for a proactive, people-focused Manager, IT (CMC) Helpdesk to lead our first-level support team. If you're excited by the idea of building strong processes, fostering a collaborative team culture, and ensuring outstanding service delivery, this is the role for you.

As the Manager of our IT Helpdesk, you’ll be the driving force behind a high-performing support team which includes first level helpdesk support, specialists, Helpdesk Team Leads and the Major Incident Manager. Reporting to the Director, End User Support, you’ll provide day-to-day leadership, coaching, and strategic oversight to ensure that our internal and external customers consistently receive world-class IT support. And you’ll assist in the rollout and deployment of new cinema theatre systems. This role is hybrid, with 3 days in office.

Key Responsibilities:
- Lead & Inspire: Manage, train, and motivate the first-level Helpdesk team to achieve daily, weekly, and long-term goals.- Champion Customer Experience: Ensure a consistently positive and professional customer service experience through regular coaching and feedback.- Document & Optimize: Develop and maintain clear internal process documentation to ensure consistent, efficient service delivery.- Measure What Matters: Create and deliver key performance metric reports on Helpdesk activity and call management for senior leadership and key stakeholders.- Project Support: Collaborate with internal teams to provide technical support on projects as needed.- Vendor Management: Oversee external IT vendors, ensuring service-level agreements are met and issues are proactively managed.

Qualifications We’re Looking For:
- 5-7 years of proven IT related experience, with 2+ years of experience as Team Lead and/or managing a 24/7 schedule IT helpdesk or technical support team- 2+ years of hands-on experience with ServiceNow reporting, including dashboard creation, performance metrics, and trend analysis-
- Strong interpersonal and leadership skills with a passion for coaching and team development- Excellent organizational, customer service, problem-solving, and communication skills- Ability to work effectively with stakeholders across departments and with third-party vendors

Why You’ll Love Working Here:
- A people-first culture that values your growth and development- Opportunity to make a real impact in how IT support is delivered across the organization- Supportive leadership and collaborative teams- Competitive salary, benefits, and professional development opportunities

Inclusion & Diversity

Accessibility

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