Manager, Service Desk - Waterloo, Canada - Open Text Corporation

Open Text Corporation

Verified Company

Waterloo, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Manager, Service Desk:

Req id: Waterloo, ON, CA Richmond Hill, ON, CA Mississauga, ON, CA
OPENTEXT
THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital.

Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity:

The Senior Manager, Service Delivery will oversee Service Desk operations within the Americas region.

The team consists of Leaders and staff located in Canada, including company headquarters (Waterloo, ON) and hence this role is located at our Waterloo office.

This role provides strategic and tactical leadership to support the end-user community while ensuring the delivery of consistent quality customer service across the organization.

This role demands hands-on support and technical expertise and acts as a point of contact for escalations beyond the Service Desk.

You Are Great At:

Provide regional strategic leadership, direction, and management of IT resources in accordance with Corporate IT strategy and in coordination with regional IT leadership
Oversee activities within our Canadian offices to ensure timely deployment, return, refurbishment, and reuse of IT equipment. This includes monitoring inventory and usage patterns to avoid shortfall
Audio/Visual support, boardrooms/meeting rooms within the office
Event support for company sponsored events
Contribute in the development, implementation and delivery of service metrics with an emphasis on quality
Develop and lead the execution of service programs such as Asset Tracking, Dashboards, Customer Satisfaction Surveys, and other Key Performance Indicators (KPIs)
Benchmark, evaluate and flag areas of opportunities
Team resource management manage staff allocation (internal and external resources) to ensure appropriate staffing of projects and required skillset. Lead the interview and selection process of new team members
Manage, train, and develop staff lead by example to motivate and challenge team members to perform their best
Provide leadership to ensure the successful integration of acquired companies

What it takes:

Ability to thrive in a fastpaced, rapidly changing environment
Take ownership, demonstrate sense of urgency, and drive operational excellence
Communicate effectively across all levels of the organization
Attract, develop, and retain top talent
Strong project management and prioritization skills, including leading and coordinating multiple initiatives, influencing nondirect reports and peers, and ensuring ontime delivery
Good understanding and technical knowledge of systems including but not limited to: Windows 10/11, MAC OS, Active Directory, SCCM, INTUNE, JAMF, WorkspaceOne, Android/iPhone, Cisco, Microsoft Products (Office 365, WIN 365, TEAMS, etc.)
Professional communication (both written and verbal) and presentation skills (English
Ability to solve problems and make effective decisions
Interface confidently with executive staff, external customers, and vendors
Organized with an ability to recognize changing priorities and "pivot" accordingly

Work Environment:

This role is based in Waterloo, ON (Company Headquarters)
Standard 40hour work week with regular business hours of **8:30am
5:00pm ET**:
Afterhours work may be necessary due to schedules, deadlines and / or reliability issues
Minimal travel may be required