Manager, IT Service Desk - North America

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality integrity and trustworthiness are the values that underlie this success and we have built this company by hiring people who hold these values. People like you!

Job Description

Reporting to the Director Global Service Desk the Manager Service Desk has overall responsibility for the Service Desk support and service delivery. This includes but is not limited to incident management hardware support application support end users support and escalations. Coupled with resource management the focus is to be timely and effective by meeting and exceeding end users expectations and the outlined SLAs and KPIs to improve the measured experiences. Provide leadership and direction to a geographically dispersed team that provides end user support. This role is based fully onsite out of our Mississauga office location.

WHATS IN IT FOR YOU

• Competitive compensation/pay package (Range TBD)
• Dental/Vision/Medical benefits
• Life Insurance
• Health Spending Account
• Employee Support and Mental Wellness
• Competitive matched retirement savings program RRSP
• Be part of a long standing and stable industry leader

WHEN YOU JOIN US YOU WILL BE;

• Drive continuous service improvement and innovation including meeting/exceeding SLAs.
• Collect analyze and report on key Analyst performance metrics.
• Timely response and resolution or escalation of all incidents and requests logged.
• Provide desktop support to all internal users. This includes but is not limited to technologies such as networks endpoint management solutions remote access telephony and conferencing services.
• Provide first level triage and report on successes first contact resolution.
• Driving customer survey adoption and results.
• Continuous reliability and responsiveness of all sitebased technology through effective monitoring proper maintenance and timely resolution.
• Drive a high standard of customer service excellence through knowledge of IT general controls and a management style that fosters engagement and cohesiveness in a distributed team.
• Collaborate with business partners to proactively mitigate service support risks.
• Manage the Service Desk Support team in their daytoday operations preventing backlog.
• Proactively identify opportunities for process improvement coaching employee development or training needs within the Service Desk team.
• Instill Problem Management discipline and work with others in IT to permanently resolve any identified problems.
• Develop escalation procedures and act as primary point of escalation.
• Derive and adhere to appropriate service levels according to business requirements in consultation with stakeholders.
• Schedule staff to ensure relevant coverage both during regular operating hours and on call/standby and afterhours support.
• Create and maintain performance dashboards.
• Audit and report on case quality based on Analyst performance and survey results.
• Define KPIs success metrics for improved performance.
• Maintain inventory of all hardware and software assets by location related to operational utilization.
• Contribute to the strategy of the department and drive implementation of department goals that support the companys core values.
• Participate in the budgeting process.
• Contribute to the development of a servicedriven technology roadmap that will inform and guide the annual planning process.
• Build productive and effective relationships with internal and external stakeholders as well as develop an understanding of the current needs of stakeholders and an awareness of how to meet those needs.

OUR IDEAL CANDIDATE;

• Minimum 5 to 10 years of demonstrated IT/Service Desk Management experience in a multisite complex environment managing remote teams.
• Musthave minimum of 3 to 5 years of experience as a people manager
• Demonstrated experience in the operation and administration of (including but not limited to) servers network switches WiFi infrastructure mobile devices and MDM asset and incident management systems network management diagnostic tools backup/restore proactive monitoring tools remote management tools data center technologies (UPS/power cooling) desktop hardware and imaging printing.
• Wide breadth of IT knowledge through exposure to a variety of technologies both hardware/infrastructure and software/applications.
• Superior troubleshooting and analytical skills Strong leadership skills with focus to empower and develop the team properly defining goals and providing feedback and promoting team members ability to work independently.
• Acute attention to detail organized and precise to demonstrate Analytical methodical and a strong problemsolver.
• Strong oral and written communication skills paired with excellent listening skills
• Experience supporting both onsite and remote users in a global environment. Ability to work with minimum supervision and guidance.
• Strong adherence to best practice standards and all departmental policies processes and procedures.
• Strong leadership skills with focus to empower and develop the team. Roll up the sleeves attitude.
• ITIL certification

WORK AUTHORIZATIONS AND TRAVEL;

• 15% business travel slated across North America.

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Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employees sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry and undertakes great efforts to nurture loyalty to and teamwork at IKO. We are pleased to offer competitive compensation health care a progressive and challenging workplace and a commitment to teamwork and integrity.

Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race religion creed color national origin age gender sexual orientation marital status veteran status or Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.