Service Desk Manager

The Company

At Canopy Growth, our mission is clear: improve lives, end cannabis prohibition, and strengthen communities. We believe that cannabis can be a force for good. We’re building a consumer-centric organization that is focused on sharing the transformational potential of cannabis with the world. We will achieve this through an innovative and disruptive portfolio of cannabis and hemp-derived products.

Canopy Growth is the world's leading cannabis and hemp company. We recognize that employees are at the core of our success, and we take pride in a corporate culture that emphasizes inclusiveness, collaboration, and diversity.

Our employees come from a wide range of backgrounds, each bringing their own unique skills and talents to the table, working together to continue our incredible momentum of growth. If you are interested in building global challenger brands, scaling a business, and working in a values-driven environment, we want to hear from you

The Opportunity

The Service Desk Manager, reporting to the Director, IT Technology, is responsible for overseeing the daily operations of the IT service desk, ensuring that end-users receive the appropriate assistance. This includes managing all procedures related to the identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end-users at the desktop level.

Responsibilities- Lead, mentor, and manage a team of service desk technicians. Ensure the team is trained, motivated, and equipped to provide high-quality support- 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- Ensure a high level of customer satisfaction by providing timely and effective support Handle escalations and ensure that issues are resolved to the customer’s satisfaction- 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. Present findings to senior management and recommend improvements- 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- Assist in the development and management of the service desk budget- May require occasional travel to other locations- Define and lead ITSM process improvement (short and long term) roadmaps to align IT to facilitate business outcomes- 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- Oversee and support ITSM continuous improvement initiatives and implement enhancements based on clearly defined metrics and associated KPI's- Establishes, maintains, follows, and enforces IT policies, procedures, and other pertinent documentation that ensures the delivery of uniform services- Partner with technology teams to define, integrate and improve overall IT Service Management including incident, problem, change, release, request and Service Level Management- Manages the day-to-day Support Desk activities, coordinating workload and staffing while maintaining the lowest possible backlog for aging incidents and service requests- Mentors and oversees the professional development for his/her team- Defines, implements, and maintains a support model covering all services offered to the end user community (office, production, emergency, VIP, remote) in 24x7 mode- Ensures staff is trained on offering the highest standard of customer service- Analyzes problem trends and gathers requirements from the business to assist in the continual improvement of the IT services- Implements and manages regional projects ensuring they are completed within scope and budget- Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions- Leads and delivers key project-based initiatives as well as maintaining ongoing operations- End-user asset management, tracking, forecasting, and procurement- Other duties as assigned

Experience- Bachelor’s degree in Information Technology, Computer Science, or a related field.- Minimum of 5 years of experience in IT service management, with at least 2 years in a supervisory role.- ITIL certification is preferred.- Strong leadership and team management skills.- Excellent problem-solving and analytical