Job Description

Job Category: Technology and Business Solutions
:
Sleep Country Canada is looking for an IT Service Desk Supervisor to play a critical role in maintaining and supporting effective communication channels between end users, service desk staff, and IT leadership, ensuring a seamless and efficient IT support experience for the organization.
In this role you will:

• Ensure high-quality customer support by overseeing escalations, monitoring service desk performance, and ensuring key performance indicators (KPIs) are met.
• Act as point of escalation for client issues
• Follow up with service desk agents on tickets and ensure timely resolution of support requests
• Provide hands on assistance in the call queue as needed and ensure adherence to service level agreements (SLAs) and operational procedures
• Continues review and contribution to process improvement and documentation
• Support team training, mentorship, coordination, and communications
• Provide regular reports to IT leadership on service desk performance

The Qualifications and experience we like to see:

• College diploma or university degree in computer science, information technology, information systems, or business administration with IT focus
• Over 5 years of experience in an IT service desk or help desk role, including 2+ years in a supervisory or lead capacity
• Skilled in advanced technical troubleshooting of enterprise systems
• Advanced proficiency in Microsoft Office systems including experience supporting Microsoft Windows Operating System (v10/11) and Microsoft Office 2021
• Basic networking skills
• Microsoft System Center Configuration Manager (SCCM)
• Microsoft Endpoint Manager (Intune)
• Microsoft cloud end user applications (specifically SharePoint, Teams, Outlook & Office)
• Working knowledge of AzureAD and Active Directory
• Working knowledge of Citrix Environments
• Multi-tasking and coordination skills in a high pressure and fast-paced environment

Why members of our Corporate team love working at Sleep Country Canada/Dormez-vous?:

• This is not a job but a CAREER with opportunities for growth and advancement
• Diverse and inclusive work environment
• We will invest in you and provide extensive training, mentoring and continuous development
• Access to training and development platforms
• Full medical, dental benefits and a Deferred Profit Sharing Program
• Annual Wellness Credit of up to $250.00 for any products/services that improve your health and well-being, i.e., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment!
• Associate Discount Program where you will be able to enjoy some of the world's best sleep products
• Maternity/Parental leave top up benefits
• Tuition Reimbursement Program that covers professional AND personal development
• Long service awards, celebrations and other social events
• Associate Referral Program
• Paid day off to volunteer at your local charity of choice
• Recognized as one of Canada's Most Admired Corporate Cultures in 2023 by Waterstone Human Capital

Commitment to Equity, Diversity, Inclusion & Belonging (EDI&B)
At SCC/DV, we are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability.
About Us: At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight's.
Guided by our values - We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence - we are building on our 30-year foundation of taking care of each other and our customers' sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada's leading sleep partner.
We're looking for someone to join our exceptional team as we continue to advance the future of sleep wellness.

Skills Required