Manager, IT Services
Spark Power ⚡
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteJob Level
SeniorLead
Tech Stack
Cyber SecurityITSMSparkVoIP
About the role
- Manage and lead the planning, implementation, and delivery of IT services
- Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of intentional and value-added remediation plans
- Manage a team of internal staff and external service providers to provide IT Support and escalation as required
- Participate and assist in the development of policies, processes and procedures in support of IT services
- Manage and maintain the IT Service Management Platform
- Build, review and maintain the Spark Power Knowledge Base documentations and promote the teams’ usage
- Review and maintain new hire Onboarding and Offboarding procedures
- Act as a point of contact with third-party vendors and service providers
- Promote awareness and compliance to data protection and cybersecurity best practices across the organization
- Provide after-hours support as required for high priority incidents and issues
- Foster a strong working relationship with other teams in the organization
- Appropriately plan and ensure coverage on the service desk per SLA as defined
- Produce monthly IT support KPIs and ticket trend reporting to leadership
- Implement continuous improvements related to IT Services that can better support the organization
- Provide mentorship, training, and performance evaluations for team members
Requirements
- Excellent interpersonal, team leadership, customer relationship and negotiation skills
- Strong analytical, verbal, and written communication skills.
- Experience with service desk tools, RMM systems, and ITSM platforms
- Experience in supporting VOIP phone system solutions
- Experience in IT ticket queue management
- Demonstrated experience troubleshooting IT services including hardware, software, and processes
- Demonstrated knowledge of laptop, mobile and portable device technologies
- Demonstrated knowledge of the Microsoft ecosystem including Autopilot and Intune
- Ability to manage budgets, small projects and cross functional coordination
- Ability to perform well under high volume conditions and provide leadership to team members to resolve issues in a timely manner
- Operate with strong attention to detail and a focus on the standard of service delivery quality
- Self-motivated with a high level of initiative and accountability
- Able to multi-task and prioritize appropriately in a fast-paced environment
- Bachelor’s or post graduate degree in Computer Science, IT, business or related field.
- 8+ years in IT Service Desk, IT Operations or similar
- 2+ years of People Leadership experience
- Strong knowledge of ITIL or other IT service management frameworks
Benefits
- Diverse customer base-including: industrial, commercial and institutional
- Competitive wages and commission, and bonus structure
- Excellent benefits package with flexible options and wellness spending accounts
- RRSP
- Hands-on and supportive leadership team
- Continuous training and skills improvement including Spark U and external training
- Employee referral bonus program
- Corporate discounts (hotels, travel, insurance, retail..)
- Tool Allowance
- …much more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service managementtroubleshootingIT ticket queue managementVOIP phone systemsMicrosoft ecosystemAutopilotIntuneRMM systemsservice desk toolsdata protection
Soft skills
interpersonal skillsteam leadershipcustomer relationship skillsnegotiation skillsanalytical skillsverbal communicationwritten communicationattention to detailself-motivatedmulti-tasking
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in ITBachelor’s degree in businesspost graduate degree in Computer Sciencepost graduate degree in ITpost graduate degree in businessITIL certification