Manager, IT Service Desk - Calgary, Canada - BURNCO LLC

BURNCO LLC

Verified Company

Calgary, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

BURNCO is currently looking to hire an energetic, personable, and highly capable
Manager, IT Service Desk for our IT Service Desk Team within our Information Technology team. This will be an onsite role located at our
Calgary, Alberta head office that will require travel to our field sites in our Canadian region, and will report directly to our Manager, IT Process & Delivery. This Role will lead the IT Support Specialists in the Canadian region, with overlap in Texas and Colorado offices as well. You will provide onsite and remote technical support to End Users ensuring timely and accurate resolution with a high level of customer satisfaction. As BURNCO's
Manager,
IT Service Desk, you will also be responsible for supporting the daily operations of the organization. You will be a strong problem-solver, and have proven experience working independently, as well as within a team environment. As one of the key representatives for IT, you will gain an understanding of the systems and interfaces of our environment and operate as the representative for technology groups and policies while ensuring a high standard of customer satisfaction. In your role as a
Manager,
IT Service Desk, you enjoy the opportunity to build yourself a great career and experience a lot of fun, all while adding your voice in shaping
BURNCO's IT future.

In addition to the overall responsibilities mentioned, you will also be involved in:

What You Will Be Doing

Strategy & Planning

Manage the IT Service Desk team, including training, coaching, and performance management.
Operating as the onsite representative for all IT groups including Networking, Infrastructure, Security, and End User Computing.
Working collaboratively to deliver on larger IT, and business initiatives, and guiding on IT best practices and requirements when necessary.
Liaise with IT stakeholders to drive standards and best practices in the field and ensure compliance.
Liaise with Vendors for onsite work as needed.

Operational Management

Supervise and guide the IT Service Desk team, ensuring consistent and quality support is provided to all BURNCO staff.
Incident Management
Change Management
Manage incidents and service requests in ServiceNow and ensure team compliance with the system.
Lead the team in providing onsite and remote Tier2 enduser technical support and assist with server and network issues as needed.
Take responsibility for incident management, ensuring quick response, escalation, and resolution of all incidents as needed, while supporting Incident Lead.
Effectively manage ticket queues & assign to team as required to deliver exceptional service
Monitor and report on IT service levels, metrics, KPIs and customer satisfaction.
Get your hands dirty and work in collaboration with the team to deliver results & provide customer first service every day
Supervise preventative and routine maintenance on location at multiple sites, including server and network hardware.
Lead the creation and maintenance of a detailed catalog of assets per site.
Oversee the installation, configuration, and troubleshooting of computer hardware, software, peripherals, VOIP and Mobile phones, as well as basic server and network components.
Handle advanced networking tasks, including troubleshooting connectivity issues, configuring IP settings, setting up wireless networks, and assisting with server infrastructure tasks.
Supervise the creation, deployment, and management of Windows images using technologies such as System Center Configuration Manager (SCCM) and Microsoft Intune.
Procure, deploy, and support mobility devices (iOS and Android), and supervise team in these activities.
Oversee the creation and maintenance of the IT Knowledge Base with user training and procedural documentation.
Supervise the creation and management of Active Directory and Office 365 hybrid domain accounts.
Regularly report on activities, identify deficiencies, and suggest steps to remediate.
Collaborate with second and third tier support teams to identify, troubleshoot, and remediate network deficiencies.
Operate as the onpremises lead for changes, maintenance, or configuration tasks.
Ensure that all equipment rooms are tidy, organized, and maintained to standard as guided.
Be available to participate in emergency response (including after hours).
Oversee proactive maintenance and procurement of equipment in a timely fashion to prevent service interruptions.
Assist with coordination of efforts for onboarding new users, and deprovisioning exiting users.
Providing timely and effective technical support to resolve issues related to hardware, software, network, and security
Planning and executing equipment rollouts, upgrades, repairs, and maintenance
Developing and implementing IT policies, procedures, standards, and best practices, focused on IT Operations and Help Desk
Effectively manage ticket queu