Manager, IT Service Desk

Position: Manager, IT Service Desk

Department: Information Technology

Reports to: Director, Technology

POSITION SUMMARY:

The Aquilini Group (AG) encompasses a wide range of businesses, among them Canucks Sports & Entertainment (CSE). The Manager, IT Service Desk will lead the service desk team and play a crucial role in planning and coordinating the provision of user applications and systems essential for smooth business operations.

The Manager, IT Service Desk leads a service desk team that provides exceptional customer service for both AG and CSE on technical issues. The incumbent will be the subject matter expert regarding all end-user applications within the organization's infrastructure, including technology training, software and hardware procurement, and spearheading customer-focused initiatives. This role works with a diverse group of important clients, visitors, and internal contacts at all levels; independent judgement is required to plan, prioritize, and organize a diverse workload.

This role will focus on:

• Leading and managing the IT Service Desk team, fostering a culture of excellent customer service and high performance
• Overseeing a team responsible for maintaining optimal functionality of user components, including computers, laptops, and mobile devices
• Developing and implementing comprehensive IT training initiatives for new hires and ongoing staff development for AG and CSE employees
• Acting as the initial point of escalation for unresolved calls, technical issues, and complex requests, providing effective resolutions and support
• Proactively monitoring and managing the Help Desk ticket system queue, ensuring timely resolution of issues and efficient ticket handling
• Collaborating in the procurement process of IT resources for various AG divisions
• Coordinating event support scheduling, working with event managers to ensure seamless IT support during events
• Providing expert first- and second-level support for computer hardware and software issues on both Microsoft and Apple platforms
• Record, track, escalate, and promptly resolve end-user technical problems and requirements received via telephone, e-mail, or in-person
• Accurately document all calls in the Technology Ticket Management System and assign them to the appropriate team member for resolution
• Maintaining a comprehensive hardware and software inventory to facilitate efficient asset management
• Providing support outside normal business hours, including events at Rogers Arena and at various offsite locations
  
  

WE HAVE:

• A team you can belong to and believe in
• A fun, high energy environment
• An open mind for new ideas
• The opportunity to embark on a career development journey
• Lots of fun staff events throughout the year
• Onsite gym underground parking

YOU HAVE:

• At least four years of experience within the Information Technology industry in a support capacity
• A post-secondary degree or diploma in a technical field
• Strong competence in the Microsoft Ecosystem (Office365, Exchange 2013/16, Remote Desktop, Server, and Desktop OS)
• Strong knowledge of MacOS and iOS devices
• Ability to thrive in a fast-paced, team-oriented environment
• Strong attention to detail and organization skills, with the ability to balance priorities and multitask
• Exceptional communication and customer service skills, with an ability to interact in a professional and friendly manner with end users at all levels within the organization
• Solid problem-solving and troubleshooting skills coupled with a willingness to learn
• A valid driver's license and access to a vehicle
• Ability to work flexible, extended hours
• A strong understanding of and commitment to uphold our company values of discipline, respect, excellent, attitude, and mindset (DREAM)
• Onsite role at our office in downtown Vancouver

YOU MAY ALSO HAVE:

• Previous experience with Point-of-Sale hardware and software

Vancouver is one of the most diverse cities in the world, and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.