Manager, Technology Operations, Service Desk

Arc'teryx Equipment

Manager leading Technology Operations and Service Desk at Arc'teryx. Responsible for L1 and L2 support and empowering a high-performing service desk.

Posted 6/25/2026full-timeNorth Vancouver • 🇨🇦 CanadaMid-LevelSenior💰 CA$125,000 - CA$164,000 per yearWebsite

Tech Stack

Tools & technologies

ReactServiceNow

About the role

Key responsibilities & impact

Leading a Technology Operations department to ensure it meets the needs of the organization.
Leading the Technology Service Delivery function, responsible for L1 and L2 support across Retail and Corporate Technology.
Empowering a unified, high-performing service desk that scales with the organization.
Understanding and balancing the demands on the department by connecting with department leadership.
Building a department strategy that aligns with department goals, breaking strategies into projects for the team, and delivering on those projects effectively.
Creating a culture of effectiveness, collaboration, and professional development.
Taking ownership of the services and tools delivered to the company and equipping the team to evolve those offerings.

Requirements

What you’ll need

5+ years in support technology with 3+ years of formal people leadership experience in a service desk domain.
Experience leading service desk operations in a multi-site enterprise environment.
Experience in retail technology support across multiple time zones.
Communication skills to understand the needs of the departments that depend on us, as well as the listening skills to understand the needs of your team.
Hands-on scripting experience with PowerShell and/or ScriptRunner for Jira to automate service desk workflows, reporting, and integrations across enterprise toolsets.
Familiarity with ITIL or a similar service management framework is an asset, understand incident, request, and problem management practices and can apply them pragmatically in a fast-moving environment.
Ability to track complex budgets, projects, and key performance indicators to inform stakeholders and deliver success.
Balance the demands of day-to-day operations with the important tasks of team leadership and development.
Hands-on experience with service desk platforms such as Jira Service Management, ServiceNow.
Proactively identify opportunities, and enact change in a way that delivers value and includes your team in that success.
Ability to adjust plans to react to changing needs, and develop a team culture that is able to respond to those changing needs effectively.
Belief in the potential of technology to be a force multiplier for colleagues and excitement in providing tools to the team.
Ability to guide the creation of clear documentation, and set expectations with the team to follow documented procedures and update documentation as solutions evolve.
Work well under tight deadlines and surges in demand while maintaining a collaborative attitude and quality of work.

Benefits

Comp & perks

Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender-affirming care and a 24/7 Employee Assistance Program (EAP).
RRSP matching and eligibility for Arc'teryx Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable.
Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore).
Parental leave top-up and a nesting period for new parents.
Professional development opportunities, Arc'teryx Academies (outdoor skill-building events), Employee Belonging Councils, and access to employee discounts and Pro Deals (exclusive discounted pricing on gear).

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

PowerShellScriptRunnerservice desk operationsincident managementrequest managementproblem managementbudget trackingproject managementkey performance indicatorsautomation

Soft Skills

communicationlisteningleadershipcollaborationadaptabilityteam developmentproblem-solvingstrategic thinkingownershiptime management