Service Desk Manager(CONFIDENTIAL)-Filled!!!


The Service Desk Manager will ensure high quality technical support with a focus on continually improving the customer experience.


·  Provide exceptional customer service

·  Manage Service Desk professionals including hiring, training, and performance management

·  Create and ensure that established SLAs and customer service expectations are being met

·  Integrate continuous improvement processes using metrics and trends

·  Establish best practices throughout the entire technical support process and create Standard Operating Procedures

·  Build and maintain the technical support knowledge base

Required Skills

·  Highly Customer Service focused

·  Minimum 3 years work experience as a Service Desk Manager

·  Strong knowledge of IT Service Management practices and principles

·  Excellent verbal and written communication skills

·  Detail-oriented and organized

·  Proven ability to multi-task

·  Bachelor’s degree or equivalent work experience

 Desired Skills

·  Knowledge and application of the Information Technology Information Library (ITIL) best practices an asset.

 Interacts With

·  All Departments

·  Technology Department vendors and service providers

Work Environment

·  Position will be located in downtown with weekly, rotational travel to other stores in the Lower Mainland and monthly, rotational travel to Vancouver Island and the Okanagan stores

·  After hours, holiday and weekend support on-call 24/7 as scheduled in rotation with other IT Operations Team members.

 Additional Requirements for the role:

·  This position requires all candidates to have a valid driver's license and the regular use of a personal vehicle to visit other retail locations to perform some duties.

To Apply: Email Marvin Pon