Manager, IT Helpdesk

Job Description Summary

Job Description

Duties and Responsibilities

• Lead mentor and develop the IT Help Desk team fostering a culture of accountability collaboration and continuous improvement

• Oversee daily help desk operations including ticket intake prioritization escalation

• Ensure consistent delivery of high-quality technical support aligned with defined service level agreements (SLAs) and manage incident management processes including major incident response coordination communication and post-incident reviews (RCA)

• Partner with other IT functions (Infrastructure Security Applications) to ensure seamless service delivery and rapid incident resolution

• Ensure compliance with internal policies regulatory requirements and IT security standards and contribute to IT planning budgeting and resource allocation

Knowledge and Qualifications

• Bachelors degree with 8 years of progressive IT experience including 3 years of experience as an IT team led or manager in enterprise management

• ITIL certification or familiarity with ITIL/ITSM frameworks
  Strong understanding of IT management best practices with demonstrated experience leading development and delivery of cloud applications or services

• Demonstrated experience leading product management operations service delivery or application support and experience providing technical solutions and architecture capabilities

• Experience building and developing high performance teams in an onsite hybrid remote and global environment

• Strong hands-on technical experience including recent work with cloud services

#LI-KL1 #Onsite

STEMCELL Technologies is a privately owned Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality we are a company of Scientists Helping Scientistsstanding by our customers to provide the outstanding products technical support and training they need to advance their research. Scientists performing stem cell immunology cancer regenerative medicine and cellular therapy research are among those who rely on our cell culture media cell separation products instruments accessory products and services. Through our many regional offices as well as our distribution centers in Vancouver Seattle Grenoble and Singapore we deliver our innovative specialized products to more than 100 countries. With over 1800 employees globally most with scientific or engineering degrees STEMCELL is proud to be the largest biotechnology employer inCanada.

This is an opportunity to work with highly motivated colleagues in a science-oriented creative and dynamic environment. We offer a competitive salary excellent benefits and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canadas Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact.

As an equal opportunity employer STEMCELL is dedicated to ensuring that every employee feels safe valued and respected for who they are. We know that scientific progress and innovation occur when diverse creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

The annual salary for this job ranges from:

STEMCELL determines an individuals pay within the range based on multiple factors including experience education job-related skills and equity within the team or organization. For jobs that are eligible for sales incentives the range noted above is inclusive of target incentives; actual incentives are based on individual performance results in accordance with company addition to base salary STEMCELL offers a comprehensive total rewards package including health benefits retirement savings and more.

To apply please select the Apply button below. You will then be directed to a login screen asking you to set up an account which is required to apply.