IT - Service Delivery Manager (Toronto, Canada)

Goway Travel Inc.; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Goway Travel Inc. is seeking an IT Service Delivery Manager to lead a technical support team. This role involves managing service delivery, ensuring customer satisfaction, and enhancing support processes. The ideal candidate will have extensive experience in technical support, particularly within a Microsoft environment, and a passion for delivering exceptional service.

Benefits

Competitive salary with added support incentives

Paid personal days and birthdays off

RRSP employer matching

Ongoing training and comprehensive health benefits

Opportunities for discounted worldwide travel

Qualifications

• 5-10 years of experience in technical support within a Microsoft environment.
• Strong knowledge of Microsoft 365 services.
• Proven experience managing and leading a technical support team.

Responsibilities

• Manage Technical Support Team and ensure timely resolution of customer inquiries.
• Develop and maintain a comprehensive knowledge base.
• Continuously evaluate and enhance support processes.

Skills

Technical support

Troubleshooting

Customer service

Analytical skills

Education

ITIL certification

Tools

IT Service Management tools

Microsoft 365

Job description

Description

Job Title: IT Service Delivery Manager (SDM)

Location: Toronto – ONSITE for first 3 months, after which a HYBRID arrangement will be accommodated

Job Type: Contract – 12 months, possible extension

Reports to: Director of Information Technology

Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams. From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo. Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world. At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder’s incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.

If you’re passionate about travel and innovation, we invite you to be a part of our exciting team.

Key Responsibilities:

• Provide excellent customer service, with experience in managing or leading an IT helpdesk, service delivery team, and operations functions. Strong knowledge of the Microsoft Suite, Email, and end-user compute.
• Manage Technical Support Team: lead and mentor a team of L1 and L2 technical support representatives, providing guidance, coaching, and performance feedback.
• Act as an escalation point for complex issues, providing hands-on support to customers when necessary.
• Ensure timely and efficient resolution of customer inquiries, issues, and incidents, creating a high level of confidence in our service delivery capabilities.
• Own support processes, workflows, and incidents.
• Collaborate with cross-functional teams to solve service delivery issues and establish protocols for efficiency and improvement.
• Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and best practices, to empower both the support team and customers.
• Build, train, and cultivate a high-performing team that provides strong support, ensuring team performance aligns with company goals.
• Continuously evaluate and enhance support processes to increase efficiency, effectiveness, and customer satisfaction.

Qualifications:

• 5-10 years of experience in technical support within a Microsoft environment.
• Strong knowledge of Microsoft 365 services (Exchange Online, SharePoint, Teams, OneDrive) and configurations, optimizations, and troubleshooting.
• Proven experience managing and leading a technical support team.
• Strong technical background and ability to troubleshoot complex issues.
• Passion for delivering great support experiences and a drive to ensure customer issues are resolved, even outside of the Support Team.
• Solid understanding of support metrics and experience in driving team performance towards goals.
• Strong analytical and troubleshooting skills, with the ability to assess client requirements and incidents.
• Experience in IT Service Management tools.
• ITIL certification would be an asset.

Preferred Qualifications:

• Certifications such as Microsoft, ITIL, ITSM.
• Experience with workflow design, asset management, and configuration management.
• Familiarity with network technology and its implementation in cloud and hybrid networks.
• Experience with cloud services like M365, AWS, or Azure.

Working Conditions:

• Full-time contractual position with occasional after-hours troubleshooting or emergency support.
• In-office presence is required for the first 3 months of the contract, after which remote work is possible.

The Goway Advantage:

We’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. Here, we connect globetrotters with some of the most exciting and unique destinations around the world.

We offer a competitive salary with added support incentives, paid personal days, birthdays off, RRSP employer matching, ongoing training, comprehensive health benefits, and opportunities for discounted worldwide travel. You’ll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.

How to Apply:

If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let’s grow together. Click Apply Now today!

Please note: Goway Travel will never reach out to you on WhatsApp to proactively recruit you for any kind of work. We will also never ask you to create an account or install an app during recruitment. If you receive a message of this nature, please disregard and block the sender, and report it to Goway.

*All candidates will be afforded equal opportunity through the recruiting process. Please be advised only those candidates selected for interviews will be contacted.