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    Technology manager manager - Toronto, ON, Canada - Canada Goose Holdings Inc.

    Canada Goose Holdings Inc.
    Canada Goose Holdings Inc. Toronto, ON, Canada

    2 weeks ago

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    Description
    We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. To Live in the Open.

    We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

    The Technology Support Manager provides operational excellence in running a global support team for a public company. This role is responsible for overseeing Service Desk including Corporate, Manufacturing and Retail Support.

    Working closely with the other functional areas in IT / Digital and the company, the Technology Support Manager is a trusted partner responsible for supporting staff in a highly available 24x7x365 environment.

    Execute the strategic agenda of the Technology Operations team to ensure that all production support activities / initiatives address the stakeholder needs of the Corporate, Manufacturing and Retail business areas and align with the overall priorities of the company.

    Provide exemplary customer service at all levels of the operation, an in-depth understanding of effective service desk strategies, high quality assurance standards, and successful service desk process implementations.

    Advocate for innovation by setting visionary goals and developing innovative ways to deliver exceptional service and support.

    Mentor, coach, and develop the team to ensure effective communication, continuous learning, teamwork, and skills to support the business.

    Create a training program to onboard, continuously evaluate and retrain new employees. Carry out performance appraisals and evaluations as required.

    Establish and promote an IT / Digital culture and attitude that is proactive and raises the confidence level of the user community.

    Ensure effective utilization of staff, including oversight of an on-demand workforce, to meet project priorities/scale and service levels.
    Focus on proactive incident, problem and change management, to identify improvement opportunities across technology support operations.

    Provide support for any requests from the business, engineering and product management teams on the investigation and analysis of production incidences.

    Facilitate root cause analysis to prevent recurrence of issues.
    Support the development and implementation of company-wide Service Desk strategy, process, and procedures. Maximize the end user experience and ensure service levels are achieved or exceeded.
    Establish and maintain regular operational performance reporting for technology support incidents/tickets.
    Ensure IT controls such as SOX are effective. Support internal and external Audits as it pertains to the Service Desk. Ensure end users are equipped with the proper services, licensing and equipment, including selection of Endpoint devices.

    Responsible for recommending and assessing new technology support purchases including, but not limited to, desktops, laptops, monitors, TVs, conference room systems, printers, etc.

    Responsible for ensuring end user devices (workstations, laptops, phones, mobiles, etc.) Sustain knowledge continuity through appropriate levels of documentation and cross training.

    Lead the development of concise, effective, training documentation, and organization wide Service Desk announcements.
    Information Technical diploma/certificate in Computer Science or equivalent preferred but not required.
    ~5+ years in hands-on technology role (account lifecycle, Office365, workstation, conference room, printer, Imaging, mobile device management and phone system support)
    ~5+ years providing production support for ERP, retail, and other enterprise grade software (Product Lifecycle Management, Manufacturing Execution Systems, Single Sign On, Human Resource Management System, Business Intelligence)
    ~ Experiencing managing or operating within a global Service Desk
    ~ Operational experience with ServiceNow or equivalent ITSM platform
    ~ Ability to present and effectively communicate information to executive-level staff
    ~ Ability to interact with and provide support to a diverse group of employees at all levels
    ~ Strong interpersonal, customer relationship/partnership and influential skills to facilitate the implementation of efficient business processes supported by technology across all departments
    ~ Donation matching and paid volunteer time to help the organizations you care about
    Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
    Inspiring leaders and colleagues who will lift you up and help you grow

    We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work everyday.

    We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service.

    Our different perspectives are what enable us to create, dream and live in the open.

    Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

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