Service Desk Manager

**Role Summary**

As the Service Desk Manager, you will oversee the Service Desk Team and ensures that end users receive appropriate assistance. In this role, you are responsible for planning, designing, and analyzing Eminence’s Service Desk according to best practices while ensuring high levels of customer service quality and availability. You are also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. As the Service Desk Manager, you will report to the Vice President of Information Services and lead the Service Desk Team composed of three Service Desk Analysts.

**Responsibilities**
- Works collaboratively across the teams to identify opportunities for improvements to Eminence’s systems, procedures, policies, and risk management associated with technology and information system assets
- Develop Service Level Agreements (SLAs) to establish problem resolution processes, expectations, and timeframes
- Prepare budget proposals and operational expenditure statements
- Conduct research on emerging products, services, protocols, and standards in support of Service Desk technology procurement and development efforts
- Liaise with vendors for the procurement of new systems technologies, oversee their installation and adoption, and manage vendor relationships, always looking for opportunities to improve the quality of service
- Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency
- Oversee the prioritization and escalation of IT incidents, coordinate the incident response team, and implement workarounds and post-mortems after major incidents
- Lead Problem Management initiatives to determine the root cause of reoccurring or major IT incidents/outages and come up with permanent fix recommendations
- Conduct root cause analysis meetings and creatively implement a variety of root cause analysis techniques (e.g., 8 Disciplines or others)
- Attend and facilitate Change Advisor Board (CAB) meetings and implement appropriate tools and processes to mature CAB maturity of the organization
- Provide ongoing coaching and feedback to the team, and address performance issues through one-on-one meetings and annual performance reviews
- Partner in the attraction and selection of new Team-members, and conduct orientations and training
- Monitor, motivate and communicate progress on key goals and initiatives to Team-members
- Develop materials, policies, and procedures and provide ongoing training to Team-members

**Qualifications**
- A degree in the field of Information Technology, Computer Science, or a related field
- 5+ years of relevant Service Desk experience
- 3+ years of experience with Incident and Problem Management
- Extensive experience in implementing IT Infrastructure Library (ITIL) framework and concepts (ITIL certifications are an asset)
- Extensive knowledge of computer hardware, deploying and securing PCs, Macs, and Virtual Desktops
- Experience with deploying and managing Mobile Device Management (MDM) solutions
- Proven track record of developing and providing SLAs and Service Desk deliverables
- Exceptional interpersonal, leadership, and communication skills
- Strong business acumen and forward-thinking

**Total Rewards**
- Competitive salary, quarterly and annual bonuses based on individual and company goals
- 100% employer-paid premiums for extended health, health spending account, wellness program, green transportation incentive, various paid time-off options available from your first day, and product discounts
- Focus on professional development, 1:1 meetings with your leader, tuition assistance program and length of service rewards

**The Application**

Please submit a resume with a cover letter.

**Our Company**

Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For more than 14 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Line and their favorite company for Product Education. As a Certified B Corporation®, we are looking for Team-members who seek to positively impact lives within our communities, give back through philanthropic endeavours, and make choices to exemplify sustainability and be stewards of the environment.

Eminence Organic Skin Care is proud to be an equal-opportunity employer. We are passionate about maintaining an inclusive workplace that encourages and values diversity.

EminenceCareers

mFuphaEo8o