Jobs
>
Toronto

    Manager, Technology Support - Toronto, Canada - Canada Goose Inc.

    Canada Goose Inc.
    Canada Goose Inc. Toronto, Canada

    2 weeks ago

    Default job background
    Full time
    Description
    Job Description

    The Manager, Technology Support spearheads operational excellence in managing a global support team for a publicly traded corporation. This pivotal role entails overseeing the Service Desk across diverse sectors including Corporate, Manufacturing, and Retail Support. Collaborating closely with various IT/Digital functions and key stakeholders within the company, the Manager, Technology Support serves as a dependable ally, ensuring seamless support for personnel within a robust 24x7x365 operational environment.

    What You'll Do:

    Strategic Accountability:

    • Execute the strategic agenda of the Technology Operations team to ensure that all production support 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.

    Team Leadership:

    • 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. Continuously identify skills gap and implement plans to close gaps in a timely fashion. 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.

    Operational Excellence:

    • Lead the investigation of critical production incidents and ensure timely resolution to minimize impact to the stakeholder experience. 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.
    • Create yearly budgets (OPEX and CAPEX) for all equipment which has reached end of life (EOL) or through failure and/or loss needs replacement. Also maintain 3 and 5year forecasts for equipment replacement.
    • 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.
    • Responsible for creating and managing Service Level Agreements (SLAs) between each region, and IT.
    • Develop and report on departmental/team KPIs to effectively measure weekly/monthly and quarterly status. Establish and maintain regular operational performance reporting for technology support incidents/tickets.
    • Ensure IT controls such as SOX are effective. Work closely with audit to ensure successful outcomes. Support internal and external Audits as it pertains to the Service Desk. Deliver timely remediation to audit findings.
    • 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.) are current, and secure. Maintain end user hardware stock levels.
    • 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.
    Qualifications

    Let's Talk About You:

    • 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)
    • 3+ years in IT and Operations Management role for a public company
    • 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 partnership and influential skills to facilitate the
      implementation of efficient business processes supported by technology across all departments
    • Experience in change management
    • Experience leading multi-disciplinary teams across cultures, regions and geographies
    • Practiced COBIT, ITIL or similar framework
    Additional Information

    What's in it For You?

    • A company built on Canadian roots and heritage
    • Your work is recognized with a comprehensive and competitive Total Rewards Program
    • Opportunities for career growth through numerous internal and external programs
    • Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
    • Be a part of CG Gives. 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.

    There are multiple ways to interview with us If you require any interview accommodation for your interview, please e-mail us at

  • Canada Goose Inc.

    Manager, Technology Support

    2 weeks ago

    Canada Goose Inc. Toronto, Canada

    **Company Description** · Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside ...

  • Canada Goose Inc.

    Analyst, Technology Support

    2 weeks ago

    Canada Goose Inc. Toronto, Canada

    **Company Description** · Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside ...

  • Picton Mahoney Asset Management

    Technology Support Technician

    3 weeks ago

    Picton Mahoney Asset Management Toronto, Canada

    **Our Company** · Picton Mahoney Asset Management ("PMAM") was founded in 2004 to provide unique investment solutions to institutional, retail and high net worth investors in Canada and around the world. We are proud to say that we are 100% employee-owned and manage approximately ...

  • CIBC

    Consultant, Technology Support

    3 weeks ago

    CIBC Toronto, Canada

    We're building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what's right for our clients. · At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what ...

  • Alphawave IP inc

    Technology Support Specialist

    1 day ago

    Alphawave IP inc Toronto, Canada

    **The Opportunity** · We're looking for the Wavemakers of tomorrow. · Alphawave Semi enables tomorrow's future by accelerating the critical data communication at the heart of our digital world - from seamless video streaming to AI to the metaverse and much more. Our technology po ...

  • Questrade Financial Group

    Business Technology Support Specialist

    1 week ago

    Questrade Financial Group Toronto, Canada

    Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. · We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech int ...

  • York University

    Learning Technology Support Specialist

    3 weeks ago

    York University Toronto, Canada

    **Purpose**: · The Faculty of Liberal Arts and Professional Studies (LA&PS) is the largest Faculty at York University with over 24,000 undergraduate and graduate students, and almost 100 programs delivered through 25 Departments, Schools and Colleges, plus the IBM Markham Learnin ...

  • CBC/Radio-Canada

    User Technology Support Specialist

    1 week ago

    CBC/Radio-Canada Toronto, Canada

    Position Title: · User Technology Support Specialist (T & I) (Hybrid) · Status of Employment: · Permanent · Position Language Requirement: · English · Language Skills: · English (Reading), English (Speaking), English (Writing) · Work at CBC/Radio-Canada · At CBC/Radio-Canada, we ...

  • CBC/Radio-Canada

    User Technology Support Specialist

    3 weeks ago

    CBC/Radio-Canada Toronto, Canada

    Position Title: · User Technology Support Specialist (T & I) (Hybrid) · Status of Employment: · Permanent · Position Language Requirement: · English · Language Skills: · English (Reading), English (Speaking), English (Writing) · Work at CBC/Radio-Canada · At CBC/Radio-Canada, we ...

  • York University

    Technology & Administrative Support Assistant

    3 weeks ago

    York University Toronto, Canada

    **Purpose**: · Assists department with technology-related issues and provides administrative support. Responds to students and staff requests to support technical issues with various learning and related platforms. Supports the CDC with operational issues and developing processes ...

  • York University

    Technology & Administrative Support Assistant

    3 weeks ago

    York University Toronto, Canada

    **Purpose**: · Provide technology and administrative support to the Centre for Career Design. Acts as main point of contact for students/staff to handle technical issues with various learning and related platforms. · **Education**: · Working towards University degree or college d ...

  • York University

    Technology & Administrative Support Assistant

    3 weeks ago

    York University Toronto, Canada

    **Purpose**: · Provide technology and administrative support to the Centre for Career Design. Acts as main point of contact for students/staff to handle technical issues with various learning and related platforms. · **Education**: · Working towards University degree or college d ...

  • York University

    Learning Technology Support Analyst

    3 weeks ago

    York University Toronto, Canada

    **Purpose**: · As a member of the Curriculum Innovation and Teaching Excellence office, this position will work closely with faculty members, academic administrative support staff and students to support the effective use of learningtechnology including Classroom and HyFlex AV te ...

  • Canada Life Assurance Company

    Collaboration Technologies Support Specialist

    2 weeks ago

    Canada Life Assurance Company Toronto, Canada

    **Job Description**: · **What you will do** · - Second level support for Microsoft 365 products with a focus on SharePoint Online · - Second level support for SharePoint 2019 · - Responding to and coordinating the resolution of complex infrastructure incidents to restore business ...

  • Aliant Resources

    Learning Technology Support Specialist

    3 weeks ago

    Aliant Resources Toronto, Canada

    **Posting Status**:Upcoming Jobs with University · **Organization**: Aliant Resources · **Location**: Toronto · **Position**:LEARNING TECHNOLOGY SUPPORT SPECIALIST*** · **Job Category**: Information Technology / Telecom · **Total Weekly Hours of Work**:35 · **Conditions**:Full Ti ...

  • Oracle RMS Insurance

    Insurance Technology Support Specialist

    3 weeks ago

    Oracle RMS Insurance Toronto, Canada

    Do you want to be part of one of the Top 10 Insurance Brokerages in Canada? Looking for a role that will help you grow and advance your career? At Oracle RMS, we are a fun, energetic and fast-paced insurance brokerage looking to fill new roles as we grow. · Currently we're lookin ...

  • York University

    Learning Technology Support Analyst

    6 days ago

    York University Toronto, Canada

    **Purpose**: · As a member of the Curriculum Innovation and Teaching Excellence office, this position will work closely with faculty members, academic administrative support staff and students to support the effective use of learning technology including Classroom and HyFlex AV t ...

  • Morningstar

    Manager of Employee Technology Support

    1 day ago

    Morningstar Toronto, Canada

    **The Team** · **The Role** · As the Manager of Employee Technology Support, you are primarily responsible for managing all aspects of the local support team based in Toronto; currently 1500 people. You will drive the improvement of our services and ensure excellent customer serv ...

  • Questrade Financial Group

    Team Lead, Business Technology Support

    3 weeks ago

    Questrade Financial Group Toronto, Canada

    Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. · We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech int ...

  • Dignity Health Global Education

    Manager, Learning Technology and Support Services

    1 week ago

    Dignity Health Global Education Toronto, Canada

    **Role**: Manager, Learning Technology and Support Services · **Reporting to**: Chief Learning Experience Officer · **Location**: Canada · **Role Type**: Full time - Hybrid · **Salary**: Salaried · **Position Summary**: · The Manager of Learning Technology and Support Services pl ...