IT Service Manager - Langley, Canada - Venturis Capital Corporation

Venturis Capital Corporation

Verified Company

Langley, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Summary:

IT Service Manager who will provide front line support to all areas of their business and take the lead in providing an exceptional support experience to the entire organization.

The IT Service Manager will be responsible for leading and mentoring the Service Desk team (Tier 1/2 Support) and will help develop and maintain standards as well as metrics driven reporting.

An accountable and personable self-starter with great communication skills, technical knowledge and a deeply embedded service desk attitude will excel at this position.

Duties & Responsibilities:

Lead, mentor and manage Service Desk team, ensure team effectively remediates incidents in a timely manner
Ensure required high availability and security of all corporate IT assets
Drive continuous improvement and best practice administration and support of key assigned corporate IT Service Desk areas and other assignments as required
Ensure formal SLA's that meet business requirements are adhered to
Ensure incident response and management protocols and process are effectively and consistently followed
Ensure high quality on time completion of all support services and verbal commitments
Provide effective oral and written status updates and presentations
Ensure support tickets are closed in a timely manner and appropriate resolutions are documented within the incident ticket
Ensure effective ITIL infrastructure process and policies are implemented and adhered to
Ensure security measures, systems, controls and policies to protect corporate assets, systems and intellectual property are adhered to
Proactively identify and effectively communicate and package systemic IT related issues and problems requiring root cause analysis and solutions

Required Education, Experience & Skills:

Degree or Diploma in Computer Networking & Technical Support, Network Engineering, Computer Engineering, or similar.
Comp TIA A + Certification, CCNA, or similar, preferred.
Other Certifications a strong asset: ITIL, Google IT Support, Microsoft Azure
Managed a Service Desk Team 5+ years' experience leading a Service Desk team (up to 10 members geographically disperse) in a corporate infrastructure environment
Quality and Incident Management 5+ years of experience ensuring support tickets are closed in a timely manner and appropriate resolutions are documented within the incident ticket.
A passion for IT and Customer Support
Ability to proactively identify problems / circumvent roadblocks to develop effective solutions and resolve problems in a timely fashion
Exceptional planning, organizing and coordination skills across multiple requests and initiatives
Demonstrated ability in providing exceptional stakeholder service at all organizational levels
Selfstarter with ability to selfmanage at required service and work performance standards
Able to set high standards for results, and once achieved, able to raise the standards even higher
Ability to lead by example and meet required performance and delivery standards
Collaborative and open team player
Ability to work effectively with peers, senior IT leaders and key stakeholders to strategize, plan, coordinate and resolve problems
Ability to adapt to changing technologies with high proficiency
Ability to always maintain composure and constructive focus
Selfmotivated and action oriented, with demonstrated track record of pursuing work with energy, drive, and a strong accomplishment orientation
Excellent verbal and written communication skills (reading, writing, listening, oral, presentation)

Technical Knowledge

Premise and Virtual
Windows Server operating systems, and Azure Active Directory
Local and wide area networking and security devices
Remote Desktop Services
Remote management and Enduser support tools
Must be able to lift/move up to 50lbs throughout a work shift
Ability to climb ladders and crawl under desks
A valid driver's license and ability to travel as needed

About Us
Leavitt Machinery is one of the fastest growing materials handling equipment dealers in North America.

We offer new and used equipment sales, short and long-term rentals, emergency and preventative maintenance, operator training, and parts support.

Our vision and spirit are entrepreneurial; it's that spirit that has enabled us to grow from 10 to 28 branches, and to 500+ employees.

We are now several times larger than our closest competitor, and we deal with over 10,000 customers.

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DISCLAIMER

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary, based on job location, department or the assignment.

The actual es