Manager, Service Desk

**Posting ID**:

- 27731

**Position Type**:

- Regular

**City**:

- Vancouver, BC, Canada

**Location**:

- Vancouver H/O - Canfor/CWPM_1000

You’re a seasoned IT professional who has driven significant change through process, behavior, and technology. You understand that the key to a successful Service Desk is consistency, commitment, and the ability to drive continuous improvement. You are a true leader of the people, you model by example and have the proven ability to lead employees toward the achievement of business goals, inspire, drive change, and deliver results. You have strong interpersonal, leadership, coaching, and communication skills, and possess the proven ability to effectively manage resources, both locally and internationally.

You are the who we are looking for, ready to handle situations quickly and efficiently and lead through credibility and influence.

As the Manager, Service Desk you’ll be responsible for managing overall IT day-to-day service desk operations and services. This role provides leadership in planning, managing, and training staff to ensure reliable, consistent support.

**A day in the life of the Manager, Service Desk includes**:

- Supervise and manage the IT Service Desk team, providing guidance, support, and training
- Monitor and analyze service desk performance metrics to ensure service level agreements are met
- Develop and implement service desk policies and procedures to improve efficiency and customer satisfaction
- Collaborate with other IT teams to resolve complex issues and implement new technologies
- Escalate issues to higher-level support teams as needed
- Provide excellent customer service to end-users, ensuring timely and effective resolution of IT issues and requests
- Lead the Major Incident Response Process
- Manage vendors to SLA and associated contracts

**For this role, you’ll come equipped with**:

- Bachelor's degree in Computer Science, Information Technology, or related experience
- 8+ years of experience in an IT service desk or technical support role
- 1+ years of experience in a supervisory or team lead role
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Knowledge of ITIL and IT service management best practices
- Experience with service desk software and tools
- Ability to conduct business requirements needs assessments
- Experience in an industrial setting is preferred but not required; however the ability to work in an industrial setting is required
- Ability to travel to support US and Canadian Operations and possess a valid Passport and Driver’s License (or ability to get them)

The salary range for this position is: $95,500.00-$119,500.00

**Please Note**: The range provided is for base salary only. In addition to base salary, Canfor proudly offers its employees a comprehensive and competitive total rewards package. It features programs such as performance-based incentive plans, recognition programs, benefits, paid leaves, pension plans with base and matching contributions, savings options and robust health & well-being initiatives. We also continually invest in the development of our talent to help them thrive professionally and personally. Above all, we are proud to offer our employees a value proposition that promotes diversity, equity and inclusion and fosters an environment where talent and performance is recognized and rewarded.

**Our people-focused approach prioritizes safety, embraces diversity,** valuing everyone’s unique qualities. We believe that **inclusion and diversity are crucial for our productivity, creativity, innovation, and competitive edge.** Our recruitment process is fair and equitable, based on qualifications and experience.