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.