Manager, IT Services

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

Shared Services is hiring a Manager, IT Services to work closely with the teams at both BC Place Stadium and the Vancouver Convention Centre. The core IT team is a small close-knit team dedicated to providing exceptional service to both our internal and external clients.

The Manager, IT Services will be part of a diverse and dynamic team, tasked with delivering outstanding leadership and guidance in IT operations. They will oversee the day-to-day functions of the IT Help Desk Team and manage technology projects. This role requires a proactive, well-organized, self-motivated individual capable of organizing resources, engaging the business, and driving service quality.

PavCo is an event organization, the successful candidate must have the ability to work flexible hours at times supporting events including evenings and weekends.

WHAT YOU WILL DO:

• Lead and guide the Help Desk IT Services team, collaborating closely with the Director, IT Services and the Help Desk Team Lead.
• Collect, monitor and report Help Desk support metrics to understand demands on department.
• Ensure utilization of helpdesk software to log, prioritize, and manage all problems to resolution.
• Identifying repeat issues and problems, evaluating trends, and anticipating requirements to help deliver better service.
• Promote IT Services within each venue, building relationships with teams to improve technology practices.

• Serve as escalation point for internal Help Desk team and for other PavCo departments.
• Team co-ordination for training and support for end users
• Co-ordination of support for day-to-day issues at VCC and BCP e.g. meeting rooms, control systems, co-ordination of installs etc.
• Management of part time event support for BC Place.

• Oversee developments in MS Office M365 such as integration and migration of fileserver (RIM project).
• Provide liaison with IT Services infrastructure team for assistance on IT Projects.
• Collaborate with IT Enterprise Application team to resolve applications issues and elevate high severity issues as well as chronic problems to appropriate management.
• Collaborate with the IT Director to develop roadmaps and definition of the IT staff and budget needs for ongoing expenses as well as projects.
• Mentor IT staff and help build the teams’ overall level of knowledge.

WHAT YOU WILL BRING:

• Completion in a 4-year University Degree in Computer Science or completion of 2-year technical diploma in Information Technology and work experience is preferred
• Experience leading an IT Help Desk team supporting multiple locations

• Experience in an enterprise environment.
• Experience with VMware, Microsoft Exchange, Active Directory, Office 365.
• Experience with Information Technology in the Events industry.
• Sound working knowledge of a wide variety of standard software applications including Momentus (EBMS), Microsoft Office 365, Windows environment, MacOS, iOS and Android operating systems etc.
• Demonstrated leadership experience, with the ability to inspire and motivate team members.
• Ability to explain complex technical information to end users.
• Strong relationship building skills.
• Demonstrate initiative, accountability and diligence in follow-through.
• Collaborative, team friendly approach.

WHAT WE OFFER:

• Competitive Compensation – A salary that reflects your skills and experience.
• Health & Wellness from Day One – Comprehensive benefits including health coverage and wellness support starting on your first day.
• Hybrid environment post probation
• BC Public Service Pension Plan

The salary range for this position is $82,315 to 102,893

• Offers will be in line with PavCo’s internal pay equity and qualified candidate’s experience and education.
• Salary discussion and overall compensation package will be presented during initial phone interviews.

We Appreciate Your Interest in PavCo and This Position

At PavCo, we are committed to building high-performance teams. Our selection process is thorough, and all candidate applications are reviewed. Should your qualifications and experience meet the requirements of this role, a member of our recruitment team will contact you.