Reports to: Senior Director of Technology - North America
Location: Vancouver, BC
We are looking for a
Service Desk Manager
to lead our Service Management function and ensure the smooth delivery of IT services across our network. This role will oversee incident and problem management, service delivery, team development, and budget control--driving continuous improvement to deliver value-added support to the business.
Responsibilities includes:
Reduce the impact of system downtime on trade by lowering the probability and frequency of major outages, and when they occur, responding quickly to restore service.
Ensure Knowledge base is updated as systems and technologies change
Assist with coordination and management of major incidents, including communication to internal and external stakeholders
Enable efficient business operations by completing service and change requests quickly and correctly.
Create/uplift existing reporting to provide real time as well as retrospective insights to the activities in Servicedesk as well as wider IT organization where required
Report on Service Desk metrics and monthly business highlights
Build and develop a high-performing team by recruiting, onboarding and training new team members. Supporting the ongoing growth of the team through coaching, mentoring and individual development plans.
Minimize unplanned overtime usage & on-call funds
Maintain on-call timesheets for all Support staff
Undertaking other additional duties, tasks and project work as reasonably directed.
Assist with meetings and team coordination where required
Requirements
What you bring to the table
Minimum 3 years of IT support and team management experience
University degree in Computer Science or a related field preferred, or equivalent work experience
ITIL Certification is an asset
Strong commitment to customer satisfaction with both internal and external stakeholders
Excellent communication and interpersonal skills
Strong organizational skills with the ability to manage multiple priorities
Able to work independently and collaboratively within a team
Willingness to occasionally travel to bakery locations for on-site troubleshooting or project follow-up
Benefits
What's in it for You
Competitive salary and vacation plan
A great Extended Health & Dental Benefit, Group RRSP Matching and Health Spending Account
Paid sick and personal leave days
Subsidized wellness program, and paid day for community service/volunteer time
An open, 'continuous-learning' environment where professional development and career progression is encouraged
Work within a dynamic, driven, high-achieving, close-knit and fun-loving team
High level of autonomy and responsibility
We thank all applicants for their interest in COBS Bread but would like to advise that only applicants shortlisted for interview will be contacted.
We are an equal opportunity employer and value diversity at our company.
About COBS Bread
With over 160 locations, COBS Bread serves fresh and delightful baked goods to communities across Canada. Any unsold items are donated daily to various local charities and foodbanks. The company's success can be attributed to the quality of our product, the development of our people and our warm and friendly customer service. COBS Bread is part of Bakers Delight - Established in 1980 operating as Bakers Delight in Australia and New Zealand, and since 2003 as COBS Bread in Canada and the USA. Together we have grown to more than 700 bakeries across Australia, New Zealand, Canada and the USA. The entire network employs over 15,000 people, serving more than 2.1 million customers each week.
Accessibility
Accommodation is available upon request for applicants and employees with disabilities. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.
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