Job Description

COMPANY OVERVIEW:

The Globe and Mail is a national icon and one of Canada's most recognized media brands. We proudly serve as a trusted destination for Canadians seeking the highest caliber of journalism, and we've garnered international acclaim for our data visualization, design, and creative storytelling.



We are committed to fostering diversity and inclusivity by reflecting all Canadians in both the stories that we tell and the composition of our workforce. We are proud partners with organizations like Indigenous Works, Pride at Work, the Canadian Centre for Diversity and Inclusion, and we are a signatory of the BlackNorth Initiative. Recognizing the importance of work-life balance, we offer flexible work arrangements and support programs. We also invest in our employees' growth through training and mentorship opportunities, enabling you to expand your skills and embrace new challenges.



No matter your position at The Globe, you'll be an integral part of an organization dedicated to making a positive difference in Canada. Join us.

POSITION OVERVIEW:

The IT Service Desk Manager will lead the daily operations of the IT Service Desk team, ensuring efficient and proactive delivery of customer support services. The ideal candidate is a strategic thinker with proven IT leadership capabilities, adept at building relationships across all levels of the organization. You are someone who leads by example in fostering a customer-centric culture and inspires the team to uphold high standards through your actions and commitment.



This position is based at our Toronto office located at 351 King Street East and follows a hybrid work model. Note: in-office attendance is required at least four days per week during the initial six-month period to support onboarding, collaboration, and relationship building.

KEY RESPONSIBILITIES:

Champion Best Practices and Service Quality:

Develop and implement service desk policies and procedures to ensure inbound requests are handled to Globe customer service standards. Define, monitor, and analyze service desk KPIs to identify performance trends and implement targeted improvements. Report on the resolution of incidents that impact customers and critical business functions and proactively identify opportunities to enhance service quality and delivery. Take a hands-on approach to resolving complex or lingering issues, especially those with broad technical impact. Serve as the escalation point for critical technical issues, including after-hours and weekend support when required. Collaborate with other teams to ensure seamless integration and support of IT services. Coordinate with vendors and external partners to resolve technical issues and enhance service delivery. Analyze recurring incidents to identify underlying problems or inefficiencies. Recommend actionable solutions with the goal of minimizing repeat issues and enhancing the overall user support experience.

Develop the Team:

Lead and manage the IT Service Desk team, which consists of five support/systems analysts and one team lead. Responsibilities include recruitment, onboarding, training, performance management, and career development. Provide ongoing mentorship and guidance to support individual growth and team success. Ensure service desk team receives adequate training on multiple systems and processes to empower effective troubleshooting and issue escalation. Develop and nurture a continuous improvement mindset within the team. Collect, assess and share feedback to improve processes and end-user experiences and to encourage growth and learning. Develop and maintain an information knowledge base and FYI site to support both service desk staff and end-users.

Manage Non-Security Incidents:

Incident management and communication: Lead the communication of high-impact incidents, coordinating across team leads and maintaining clear communication with stakeholders throughout and after the incident lifecycle.

Lead and Innovate:

Lead initiatives to modernize end-user computing and service delivery models. Identify and champion modern tools and techniques that leverage automation and AI to achieve improved service outcomes. Deploy lightweight, fit-for-purpose SaaS solutions to enhance IT support services. Manage the service desk budget, ensuring cost-effective use of resources.

QUALIFICATIONS:

Bachelor's degree in information technology, computer science or related field. 5 years' experience leading a team as an IT Service Desk Manager or similar position. Ability to develop service management KPIs is a must (can be from a related field such as Customer Service). Understanding of IT service management frameworks (e.g., ITIL). Experience with service desk software and tools, such as ServiceNow, Zendesk, or similar platforms.?Experience with Microsoft Office 351 is a strong asset. Excellent communication, facilitation and problem-solving skills, with the ability to remain calm under pressure and communicate effectively with technical and non-technical stakeholders. Ability to manage multiple priorities in a fast-paced environment. Familiarity with project management methodologies and tools. Customer Service management experience is a key asset.

SALARY:

Commensurate with qualifications and experience.

WHY CHOOSE THE GLOBE:

The Globe's mission is to deliver essential content - news, information, analysis and insights - for aspiring individuals and strong communities. The Globe is committed to providing a respectful and inclusive workplace that upholds our values of integrity, collaboration, innovation and accountability.



As Canada's most respected media brand The Globe is dedicated to making a difference to Canada and you can make a difference by working with us.

WE OFFER:

Competitive compensation to ensure we hire, retain and reward team members Hybrid work environment that promotes work-life balance Generous vacation and flexible work arrangements Parental leave top-up Competitive health and dental benefits Defined Benefit pension plan Annual wellness subsidy On-site chiropractor and registered massage therapist Employee and family assistance program Free digital subscription to globeandmail.com and 40% off other Globe products Education assistance for external training courses

SUPPORTING YOUR GROWTH:

We are committed to creating equitable opportunities for all employees, to enable everyone to reach their full potential. This commitment is embedded in our strategic plan and core values. There are lateral and upward advancement opportunities for rewarding and developing careers. We believe in mentorship and collaborative peer-to-peer learning and have both formal and informal programs in place to encourage knowledge-sharing. We support continuing education and provide both internal and external opportunities for training and development.

VACCINATION POLICY:

All offers of employment with The Globe and Mail are conditional upon the candidate being Fully Vaccinated. To be Fully Vaccinated is defined as someone who has received the full series of a vaccine or a combination of vaccines accepted by the Government of Canada (currently Pfizer, Moderna, AstraZeneca, Janssen) and has received the last dose at least 14 days prior to their start date. To prove they are Fully Vaccinated, all new hires will be required to provide evidence by emailing a copy of their vaccine dose administration receipt(s) to Human Resources prior to their start date. Those seeking exemption based on one or more of the protected grounds in the Human Rights Code will need to provide their request for accommodation to Human Resources for approval. If the accommodation request is not approved and the candidate is not Fully Vaccinated, any offer of employment will be revoked.



THE GLOBE AND MAIL IS DEDICATED TO DIVERSITY AND INCLUSION IN THE WORKPLACE



The Globe and Mail is committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. We believe this strengthens our business and our journalism. We welcome and encourage applications from individuals from all groups, regardless of race, ethnicity, culture, gender, sexual orientation, religion, socio-economic status, age, and physical ability. As required by the Federal Contractors Program, The Globe also tracks the proportion of staff in the four Employment Equity categories (Women, Aboriginal Peoples, Persons with Disabilities, and Members of Visible Minorities) to ensure we are reflecting the areas in which we work.



The Globe and Mail offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview, please advise us if you require an accommodation.