Job Description

Service Desk Lead - Brampton, ON
(Hybrid) About Tilray Brands Inc. Tilray Brands is a leading global cannabis-lifestyle and consumer packaged goods company with operations in Canada, the United States, Europe, Australia, and Latin America that is changing people\'s lives for the better \xe2\x80\x93 one person at a time \xe2\x80\x93 by inspiring and empowering the worldwide community to live their very best life by providing them with products that meet the needs of their mind, body, and soul and invoke a sense of wellbeing. Tilray\xe2\x80\x99s mission is to be the trusted partner for its patients and consumers by providing them with a cultivated experience and health and wellbeing through high-quality, differentiated brands and innovative products. A pioneer in cannabis research, cultivation, and distribution, Tilray\xe2\x80\x99s unprecedented production platform supports over 20 brands in over 20 countries, including comprehensive cannabis offerings, hemp-based foods, and alcoholic beverages. Looking to develop your career at the forefront of a rapidly expanding industry? Summary: We are seeking an Information Technology Service Desk Lead to provide team oversight and leadership for a multinational IT Service Desk that performs remote and on-site support services. This dedicated IT professional will be responsible for various aspects of employee-facing IT support service delivery such as Service Desk training, ticket quality controls, first tier incident management, hardware assessment and procurement, the execution of hardware asset management, coordinating Onboard and Offboard activities, leadership escalations, and the completion of site-based IT projects and/or initiatives. The goal of this position is to lead the internal IT Service Desk team in delivering superior IT support services to Tilray employees through example leadership, critical thinking, organization, and the execution of ITIL/ITSM practices. Key Accountabilities:

• Daily management of IT Service Desk staff.
• Organize and facilitate the execution of critical IT services such as Onboarding, Offboarding, Asset Management, and Incident Management.
• Ensure knowledge management activities are properly maintained.
• Perform Service Desk responsibilities as needed.
• Respond to challenges identified by Service Desk technicians.
• Accept and respond to difficult management escalations and perform executive support.
• Liaise between various vendors and managed service providers in support of IT support services.
• Propose improvements to core IT support and fulfillment services to promote productivity, efficiency, and team consistency.
• Off-hour support activity as required.

Required Qualifications:

• Degree in Computer Information Systems Management, Information Technology, Computer Science, or an acceptable combination of education and relevant experience.
• Minimum of 5 years of IT support experience; executive IT support experience a plus.
• Minimum of 1 year leadership/management or related experience.
• Ability to explain technical concepts and solutions to non-technical audiences.
• Strong written and verbal communication skills.
• A high degree of resourcefulness, flexibility, and adaptability in a changing environment.
• Poise and ability to act calmly and competently in challenging situations.
• Effective time management, task prioritization, and ability to consistently meet deadlines.
• ITIL Foundation certification
• COMPTIA certifications such as A+, Network+, or Security+ are a plus.

Tilray Brands welcomes applications from all qualified individuals and is committed to employment equity and diversity in the workplace. Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application. Please note that Tilray does not authorize, engage, or sponsor any consultants, agencies or organizations that seek certain personal or financial information from you (e.g. passwords, login ids, credit card information). High Park does not charge any application, processing or onboarding fee at any stage of the recruitment or hiring process. When replying to emails, please ensure the sender name and email address match exactly. Please also ensure the Reply-To address matches the sending address exactly. If you are concerned about the authenticity of an email, letter, or call purportedly from, for, or on behalf of High Park, please send an email inquiry to infosec@tilray.com