Supervisor, IT Service Delivery & Customer Experience

Job Overview:

Reporting to the Manager IT Services & Customer Experience the Supervisor IT Services & Customer Experience is responsible for the day-to-day leadership and execution of IT support operations across all High Liner Foods sites. This role serves as the primary people leader for the IT Services & Support Specialists and Coordinator providing direct coaching scheduling and operational direction to ensure service delivery is consistent timely and aligned with defined standards. The Supervisor acts as the operational escalation point during and after business hours for incidents and service requests owns end-user asset lifecycle execution and drives standardization and continuous improvement in support processes across all locations.

Essential Duties and responsibilities

• Lead and oversee day-to-day IT support operations across multiple sites including team leadership workload management coaching scheduling and operational escalations.
• Manage end-to-end IT service delivery including incident request and ticket management ensuring SLA compliance service quality root cause analysis and minimal business disruption.
• Administer and maintain Microsoft 365 environments including Active Directory Exchange Online SharePoint Teams and OneDrive while supporting cybersecurity and business continuity initiatives.
• Oversee IT asset lifecycle management device provisioning licensing onboarding/offboarding coordination and standardization of operational procedures to improve efficiency and user experience.
• Coordinate releases deployments vendors managed service providers after-hours support and operational readiness activities ensuring effective escalation management and support continuity.
• Drive continuous improvement automation AI adoption documentation management and customer satisfaction initiatives to enhance operational performance and service delivery.

Qualifications

• Undergraduate degree or college diploma in Information Technology or a related field.
• 3 years of leadership/supervisory experience combined with hands-on IT support experience preferably within a CPG environment.
• Strong experience supporting and troubleshooting Microsoft 365 applications including Outlook SharePoint OneDrive and Teams.
• Solid technical knowledge of infrastructure data centers servers networking and Windows Server technologies including Active Directory DNS DHCP and Group Policies.
• Proven ability to manage multiple incidents requests and priorities effectively within a fast-paced dynamic environment.
• Experience with vendor management audits risk assessments IT gap analysis and the development of operational documentation policies and procedures.
• Strong analytical troubleshooting and workflow improvement skills with the ability to communicate technical concepts clearly to non-technical stakeholders.
• Self-motivated and adaptable team player with exceptional attention to detail; ERP support experience including Oracle JDE is considered an asset.
• Demonstrated passion for putting customers and consumers at the heart of their work
• Strong all hands on deck mentality knowing that as a team we can strive and win as a team

Current employees please note: this position is referral bonus eligible! See our policy for more details.

Whats in it for you

Join High Liner Foods for a career where you shape your path backed by great benefits flexible work and a culture of diversity innovation and sustainability. Immerse yourself in opportunities to make a real impact and grow with us in our mission to nourish lives. Start your adventure where endless possibilities to thrive together await.

Competitive Salary
Heath dental & vision coverage
Pay for performance incentives
Employee & Family assistance programs
Wellness Programs
Retirement Planning
Supplemental Parental Leaves
Disability Support
Family friendly Flex policies & Summer hours
Volunteer hours
Learning and mentorship opportunities
Safety focused work environment

About High Liner Foods

Founded in 1899 in Lunenburg Nova Scotia High Liner Foods has grown from a small salt fish company into a leading North American processor and marketer of value-added frozen seafood. Our trusted brands including High Liner Fisher Boy Mirabel Sea Cuisine & Co Mrs. Pauls Van de Kamps and Icelandic Seafood are enjoyed by families restaurants and institutions across Canada and the United States.

Guided by our purpose of Reimagining Seafood to Nourish Life we combine over a century of expertise with innovation consumer insight and responsible practices to deliver high-quality seafood people can trust.

At High Liner Foods we are a people-first organization. We invest in our employees through development opportunities collaborative teamwork and a culture where safety well-being and growth are priorities. Whether in our offices plants or distribution teams our people work together to deliver excellence and drive the future of seafood.

Our Values

Serve with Purpose We put our customers and consumers at the heart of everything we do creating quality products that help to nourish lives and foster connections that go beyond the plate.

Do the Right Thing We lead with integrity act responsibly and make choices that support our people our partners and our planet..

Innovate & Reimagine We challenge the norm embrace fresh ideas and turn innovation into impact.

All Hands on Deck Powered by people and driven by purpose we lead with courage hold one another accountable and celebrate as a team

Ready to make waves with us Join High Liner Foods and help shape the future of seafood.

To learn more please visit our our Career/LinkedIn/Indeed page

#HLSJ

Required Experience:

Manager