Job Information
CBN Secure Technologies Inc. IT Service Desk Manager in Sault Ste Marie, Ontario
Job Title : IT Service Desk Manager Job Type: Permanent, Fulltime Location: Sault Ste. Marie, Ontario Work Model: Hybrid
Deadline for Submissions: July 19th, 2024
Position Summary
As a n 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 ;
Pr oduce Service Levels and KPI reports ; and
Various other duties and responsibilities.
Qualifications
Knowledge and Experience
Bachelor’s d egree 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 k nowledge of ITIL processes and functions ( ITIL certification is an asset) .
Deep experience in Incident Management and Asset Management .
Understanding of Ser v ice Level Agreements
Experience working in an Agile environment.
Skills and Abilities
Hard Skills ( Working Know ledge )
Software : MS 365 (Excel, Outlook, Teams, PowerPoint, SharePoint, Visio)
ITSM /IVR : FreshDesk , FreshCaller (or equi valent ITSM products )
O/S: Windows (Desktop, Server , Active Directory)
Workflow Automation : Developing and testing workflows in FreshService .
System Administration : Configu ration and administratio n 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)
A nalytical /trouble shooting skills
Organization/time management/prioritization skills.
Customer focused
Mandatory Requirements
Ability to work outside of core hours and be on- call f o r i ncident escalation.
Ability to travel domestically and internationally approximately 2-4 times per year.
About Us
CBN 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 www.cbnco.com .
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 .