IT Service Desk Manager

Job title:

IT Service Desk Manager

Company

Canadian Bank Note Company

Job description

As an IT Service Desk Manager in our Lotteries department, you will be accountable for the day-to-day operations of the IT Service Desk and Tier 2 support team, ensuring efficient incident management and asset tracking processes. By delivering world-class IT support to North American electronic raffle and bingo customers, you will contribute to positive customer experiences, reduced downtime, and support charitable initiatives and community development.What We Can Offer You

• Compensation: We seek long term relationships with our employees and recognize and reward them with a competitive total compensation package that includes:

• An industry leading defined contribution pension plan with company matching contributions (up to 5%) and payment of service fees,
• Best-in-class health, medical and life insurance benefits;
• Access to virtual and telehealth services and apps; and
• Very progressive fertility, adoption and surrogacy benefits to support all definitions of family.
• Career: As a knowledge-based organization we will provide you with a wealth of learning opportunities and challenging work that will grow your knowledge, skills and abilities. At CBN, we encourage and empower our employees to chart their own career path, putting you in control of your future.
• Culture: Personal character is the foundation of our culture. CBN’s 7 Core Principles shape and guide our behaviors and underpin the sense of community you will experience at CBN. Equality, diversity and inclusivity are important to us as an organization, and we are committed to fostering and developing a work environment where every employee is treated with dignity and respect.

What You Will Do

• Manage day-to-day operations of IT Service Desk and IT Operations support team;
• Review and update standard operating procedures (SOP) regularly;
• Continually monitor and improve customer service.
• Maintain up-to-date support documentation and training materials;
• Foster a positive work environment, set clear performance objectives, and provide training and feedback to team members;
• Manage staff schedule with equity and fairness;
• Produce Service Levels and KPI reports; and
• Various other duties and responsibilities.

QualificationsKnowledge and Experience

• Bachelor’s degree in an IT related field or an equivalent combination of education and experience.
• 5+ years of experience working in a fast paced/high-volume IT Service Desk or other IT support role in a management capacity
• Broad knowledge of ITIL processes and functions (ITIL certification is an asset).
• Deep experience in Incident Management and Asset Management.
• Understanding of Service Level Agreements
• Experience working in an Agile environment.

Skills and AbilitiesHard Skills (Working Knowledge)

• Software: MS 365 (Excel, Outlook, Teams, PowerPoint, SharePoint, Visio)
• ITSM/IVR: FreshDesk, FreshCaller (or equivalent ITSM products)
• O/S: Windows (Desktop, Server, Active Directory)
• Workflow Automation: Developing and testing workflows in FreshService.
• System Administration: Configuration and administration of ITSM and IVR.
• Presentation skills

Soft Skills and Traits

• Leadership skills (conflict resolution, negotiation, decision and problem analysis)
• Mentoring and coaching skills
• Communication skills (verbal and written)
• Analytical/trouble shooting skills
• Organization/time management/prioritization skills.
• Customer focused

Mandatory Requirements

• Ability to work outside of core hours and be on-call for incident escalation.
• Ability to travel domestically and internationally approximately 2-4 times per year.

About UsCBN designs and develops industry leading solutions for the following domains: Border Security, Civil Identity, Driver Identification and Vehicle Information, Currency and Excise Control, and Lottery and Charitable Gaming. To learn more, visit .As an Equal Opportunity Employer, Canadian Bank Note Company, Limited is committed to achieving a skilled workforce that reflects the diversity of the Canadian population. We encourage applications from women, visible minorities, people with disabilities and Aboriginal people. Canadian Bank Note Company Limited is committed to developing inclusive, barrier-free selection processes and work environments. If contacted regarding this competition, please advise the interview coordinator of any accommodation measures you may require.

Expected salary

Location

Sault Ste Marie, ON

Job date

Tue, 25 Jun 2024 22:12:06 GMT

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