Manager, Help Desk

Pet Valu; Markham; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company in the retail sector is looking for a Manager, IT Service Desk. This role involves overseeing the service desk operations, managing a team, and ensuring efficient IT support. The ideal candidate will have extensive experience in help desk environments, strong analytical skills, and exceptional customer service abilities. Join us to lead a dedicated team and contribute to enhancing our IT service delivery.

Qualifications

• 5+ years’ technical and operational support experience in a Help Desk environment.
• 3+ years’ support experience at a supervisory/manager level in a Help Desk environment.

Responsibilities

• Lead, mentor, and develop the service desk team.
• Manage day-to-day operations of the IT service desk.
• Monitor and analyze service desk performance metrics.

Skills

Customer Service

Analytical Skills

Team Management

Education

University or College Degree

Tools

Freshworks

Microsoft Office

Job description

Location: Markham, Ontario

Job Description

What is the role?

Pet Valu Canada is seeking a Manager, IT Service Desk. The Manager, IT Service Desk will be responsible for overseeing the daily operations of the IT Service Desk, ensuring efficient and effective support for all IT technical issues. This role involves managing the service desk team, establishing policies and procedures, monitoring performance, and working closely with other IT teams to ensure a seamless support experience.

What will you do?

• Lead, mentor, and develop the service desk team, ensuring high levels of motivation and performance.
• Oversee the recruitment, onboarding, and training of new service desk staff.
• Conduct regular performance reviews and provide feedback to team members.
• Manage day-to-day operations of the IT service desk, ensuring all support requests are logged, tracked, and resolved in a timely manner.
• Develop and implement service desk policies, procedures, and service level agreements (SLAs).
• Ensure proper documentation and escalation processes are followed.
• Serve as the primary point of contact for escalated technical issues.
• Monitor and analyze service desk performance metrics, ensuring continuous improvement in service delivery.
• Collaborate with other IT teams to resolve complex technical issues.
• Develop and implement service desk strategies aligned with the company’s overall IT goals
• Identify and implement new technologies and tools to enhance the efficiency and effectiveness of the service desk
• Manage the service desk budget, including forecasting and tracking expenses.
• Ensure that all users receive prompt, professional, and courteous support.
• Prepare regular reports on service desk activities, performance, and trends.
  
  

What will you need to succeed?

Skills, Experience, Education, Certifications

• University or College Degree or equivalent experience.
• 5+ years’ technical and operational support experience in a Help Desk environment
• 3+ years’ support experience at a supervisory/manager level in a Help Desk environment
• ITIL Certification desirable
• Retail experience a must
• Experience in managing remote and on-site teams
• Familiarity with helpdesk software, ticketing systems, and IT Service Management (ITSM) practices
• Strong demonstrated analytical skills
• Strong analytical and reporting capabilities
• Exceptional Customer Service Skills
• Vendor, Project and Team management abilities
• Understanding of networking, hardware, software, and cloud technologies and how the IT ecosystem works and how to troubleshoot issues.
• Expertise in handling and prioritizing incidents, problem-solving, and ensuring minimal downtime.
• Clear and effective communication, both with technical and non-technical staff, to ensure issues are understood and resolved efficiently.
  
  

Technologies Used

• Microsoft Office
• Freshworks (Fresh Service) Service Management