Manager, IT (CMC) Helpdesk
Manager, IT (CMC) Helpdesk
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Job Description
Work location:
Home Office 1303 Yonge StCity:
TorontoWhat you will do:
Were looking for a proactive people-focused Manager IT (CMC) Helpdesk to lead our first-level support team. If youre excited by the idea of building strong processes fostering a collaborative team culture and ensuring outstanding service delivery this is the role for you.
As the Manager of our IT Helpdesk youll be the driving force behind a high-performing support team which includes first level helpdesk support specialists Helpdesk Team Leads and the Major Incident Manager. Reporting to the Director End User Support youll provide day-to-day leadership coaching and strategic oversight to ensure that our internal and external customers consistently receive world-class IT support. And youll assist in the rollout and deployment of new cinema theatre systems. This role is hybrid with 3 days in office.
Key Responsibilities:
Lead & Inspire: Manage train and motivate the first-level Helpdesk team to achieve daily weekly and long-term goals.
Champion Customer Experience: Ensure a consistently positive and professional customer service experience through regular coaching and feedback.
Document & Optimize: Develop and maintain clear internal process documentation to ensure consistent efficient service delivery.
Measure What Matters: Create and deliver key performance metric reports on Helpdesk activity and call management for senior leadership and key stakeholders.
Project Support: Collaborate with internal teams to provide technical support on projects as needed.
Vendor Management: Oversee external IT vendors ensuring service-level agreements are met and issues are proactively managed.
Qualifications Were Looking For:
5-7 years of proven IT related experience with 2 years of experience as Team Lead and/or managing a 24/7 schedule IT helpdesk or technical support team
2 years of hands-on experience with ServiceNow reporting including dashboard creation performance metrics and trend analysis
Self motivated learner with a positive attitude able to acquire an in-depth knowledge of multiple custom applications quickly
Strong interpersonal and leadership skills with a passion for coaching and team development
Excellent organizational customer service problem-solving and communication skills
Ability to work effectively with stakeholders across departments and with third-party vendors
Why Youll Love Working Here:
A people-first culture that values your growth and development
Opportunity to make a real impact in how IT support is delivered across the organization
Supportive leadership and collaborative teams
Competitive salary benefits and professional development opportunities
Join us and be part of a company that values innovation collaboration and customer service excellence. Apply now to make a difference in how we support and empower our teams through technology.
Inclusion & Diversity
Cineplex its subsidiaries and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverseworkforce. We encourageand welcomeapplications from all intersectional walks of collective sum of our individual differences experiences knowledge innovation self-expression uniquecapabilitiesand talent represents a significant part of our culture. By valuing a diverse workforceweenforce hiring practices that are fair and equitable.
Accessibility
We are committed to improving access and opportunities for all individuals including those with disabilities by identifying and removing barriers that may prevent inhibit or restrict their access to employment oporunities. If you require accommodation at any stage of our hiring process (application interviews assessments and placement) please contact us at or via email at .
While we appreciate all interest only those candidates selected for an interview will be contacted.
Required Experience:
Manager
Employment Type
Full-Time
