IT Helpdesk Manager

2 weeks ago

Guelph, Canada Gateway Services Inc Full time

**At Gateway, we honour the lives of pets by delivering compassionate, reliable, and respectful aftercare services—helping to create better goodbyes. If you're driven by purpose and thrive in a collaborative, fast-paced environment, we’d love to meet you.**

**Your Impact**:
We’re looking for an experienced and people-focused **IT Helpdesk Manager** to manage and grow our Helpdesk team. Reporting to the Senior Vice President, IT, you’ll set the tone for end-user support across the organization. You’ll act as a key bridge between our team members and our IT organization ensuring strong service standards, clear communication, and meaningful improvements that enhance the employee experience.

If you're a proactive leader who excels at driving operational excellence and empowering IT teams, this is your opportunity to help shape our tech support strategy and make a meaningful impact across Gateway.

**What You'll Do**:

- Lead, manage, and mentor the Helpdesk team to deliver exceptional technical support across the organization.
- Monitor ticket volume and key performance indicators, ensuring SLAs are met and team members are supported.
- Oversee documentation, audits, and improvements to Helpdesk processes in alignment with ITIL standards.
- Serve as the communication bridge between end-users and technical teams, promoting the Helpdesk’s value at all levels of the organization.
- Escalate and resolve software, hardware, and third-party system issues, collaborating closely with the information systems and development teams.
- Build and maintain a knowledge base to empower self-service and improve efficiency.
- Conduct regular check-ins and performance reviews, creating growth opportunities and a culture of accountability and support.
- Recruit, train, and develop Helpdesk staff, fostering a collaborative, service-oriented environment.

**What You Bring**:

- 5+ years of IT experience, with a strong foundation in customer service.
- 3+ years of proven leadership experience in a Helpdesk.
- Hands-on experience with Microsoft 365, IT security protocols, and hardware/software troubleshooting.
- Strong working knowledge of the ServiceNow ITSM platform (admin, config, and use).
- Understanding of ITIL standards and service management best practices.
- Excellent communication and interpersonal skills—especially with non-technical stakeholders.
- Ability to prioritize, multitask, and manage competing demands in a fast-paced setting.

**Why Join Gateway?**:
We’re more than a tech team—we’re a compassionate, purpose-driven company that supports pet families across North America. As part of Gateway, you’ll be joining a company that values innovation, service excellence, and continuous improvement.

**We offer**:

- Competitive salary
- Comprehensive benefits package (health, dental, vision).
- Paid time off and wellness days.
- Opportunities for growth and professional development.
- A supportive team culture where your work makes a real difference.

**Diversity, Equity & Inclusion**:

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