IT Services Manager — Lead Venue Help Desk (Hybrid)

Vancouver Convention Centre; Vancouver; Hybrid; CAD 82,000 - 103,000; Full time

Benefits offered by this job

Competitive Compensation

Health & Wellness from Day One

Hybrid environment post probation

BC Public Service Pension Plan

Job summary

PavCo is seeking a Manager, IT Services to lead the IT Help Desk across BC Place Stadium and the Vancouver Convention Centre. This role requires proactive leadership, project oversight, and the ability to organize resources while engaging the business to drive service quality.

The successful candidate must be flexible to support events, including evenings and weekends, and will mentor staff, coordinate training, and manage day-to-day IT operations in a hybrid environment.

Qualifications

• Completion of a 4-year CS degree or a 2-year IT diploma with work experience preferred.
• Experience leading an IT Help Desk team across multiple locations.
• Experience in an enterprise environment.
• Experience with VMware, Exchange, Active Directory and Office 365.
• Experience with IT in the events industry.
• Knowledge of Momentus (EBMS), Windows, MacOS, iOS and Android.
• Proven leadership, ability to explain technical info to end users; strong relationship building; initiative and accountability.

Responsibilities

• Lead and guide the Help Desk IT Services team, collaborating with IT leadership.
• Collect, monitor and report Help Desk metrics to understand department demands.
• Ensure logging, prioritization and management of problems in the helpdesk software.
• Identify repeat issues and trends to deliver better service.
• Promote IT Services within each venue and build cross-team relationships.
• Serve as escalation point for internal Help Desk and other PavCo departments.
• Coordinate training and end-user support; manage day-to-day issues at VCC and BC Place.
• Oversee part-time event support for BC Place.

Skills

IT Help Desk leadership

Enterprise IT experience

Leadership experience

Communication skills

Relationship building

Initiative and accountability

Collaboration

Education

Bachelor's degree in Computer Science

2-year IT diploma

Tools

VMware

Microsoft Exchange

Active Directory

Office 365

Momentus EBMS

Job description

PavCo is seeking a Manager, IT Services to lead the IT Help Desk across BC Place Stadium and the Vancouver Convention Centre. This role requires proactive leadership, project oversight, and the ability to organize resources while engaging the business to drive service quality.

The successful candidate must be flexible to support events, including evenings and weekends, and will mentor staff, coordinate training, and manage day-to-day IT operations in a hybrid environment.