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Metro Supply Chain is a strategic supply chain solutions partner for some of the world\xe2\x80\x99s fastest growing and most recognizable organizations. We advance our customers\xe2\x80\x99 business through innovative, real-world solutions within a culture that supports our communities, protects our environment, and enables our team to thrive. Managing 14 million square feet in 98 sites across North America and Europe with a team of 6,000, it is the largest privately-owned supply chain solutions company based in Canada.



The Manager, Service Desk\xe2\x80\x99s primary objective is to ensure that the IT Service Desk Team provide a service that meets or exceeds the business requirements with respect to measured team performance, security and compliance, and budget. This role will identifiy trends of service incidents and problems with the goal of continuously working with the team and other areas of IT towards eliminating the root causes of incidents and problems, decreasing response times and improving user experience. Additionally, as a people leader within the organization, the Manager builds and supports their team with strong human-centric soft skills enabling their team to grow and exceed performance expectations.

Key Accountabilities

• Manage the Service Desk function at Metro, bringing best practices and solid understanding of customer service principles to the team
• Lead the IT Service Desk team members by example to enable them to meet business expectations - understanding of servant leadership in a high velocity growth oriented organization is key
• Manage projects related to deploying new service oriented software at Metro such as ITSM
• Promote teamwork that will boost the level of productivity, enhance excellence in communication and maintain the level of service delivery based on the designed SLAs and seek areas of improvement
• Maintain the IT Service Desk Team response SLAs by ensuring tickets are being assigned equally, actioned promptly and efficiently, and managing time utilization for the team to create a sustainable high performance team
• Foster positive end-user relationships and drive end user satisfaction, with emphasis on importance of follow up and recording feedback.
• Accomplish team objectives by providing coaching, counseling and motivation whilst monitoring their progress and performance
• Recruit, train and support help desk representatives and technicians
• Define team goals and lead staff to achieving desired results, and while being accountable for team performance, including annual performance reviews for all direct reports
• Organize rotational training and/or make arrangements for team members to receive training on the latest and best practices in handling IT ServiceDesk-related cases
• Define and implement processes and procedures related to service request management ensuring they are communicated to all end users when relevant.
• Maintain safe and healthy work environment by establishing and enforcing organization standards and adhering to company policies
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s)
• Ensure prioritization and rigorous monitoring of all projects addressing issues related to the service provided
• Remain informed of technological advancements in our field of business as well as best practices

Qualifications and skills

• Post-secondary studies in Computer Science or related field (or equivalent additional experience)
• Minimum of 5 years experience successfully managing a Service Desk in a mid to large size organization with at least 5 service team members
• Good Knowledge of principles, practices, and techniques in the installation, maintenance and troubleshooting of enduser hardware and software
• Experience with infrastructure and system projects specifically in Azure Active Directory, End Point Management and Asset Management Tools
• Experience in projects related to deployment and management of network devices including mobile devices (cell and tablet)
• Experience in project management including planning resources, preparing budgets, monitoring budgets, reporting progress
• Managerial experience applying analytical thinking and problem solving
• Good working knowledge of ITIL framework
• ITIL, PMI or other certifications an asset
• Excellent communications skills in English, both written and spoken

Why Join Us

• Work in an environment where safety is our first priority
• The opportunity to build a career with a growing company
• Medical, dental, and vision coverage for you and your family
• Life and disability insurance
• Wellness programs to support your family\xe2\x80\x99s well-being
• A Retirement Savings Program with a company match
• Company team wear allowance
• Employee Appreciation Day
• Company sponsored social events
• Community volunteering

We are committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals.
Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.