Description:

This role provides strategic and tactical leadership to support the end-user community while ensuring the delivery of consistent quality customer service across the organization. This role demands hands-on support and technical expertise and acts as a point of contact for escalations beyond the Service Desk.

You Are Great At:

• Provide regional strategic leadership, direction, and management of IT resources in accordance with Corporate IT strategy and in coordination with regional IT leadership
• Oversee activities within our Canadian offices to ensure timely deployment, return, refurbishment, and re-use of IT equipment. This includes monitoring inventory and usage patterns to avoid shortfall
• Audio/Visual support, boardrooms/meeting rooms within the office
• Event support for company sponsored events
• Assisting in complex ticket requests, procurement of IT equipment and resolving escalations directly or in collaboration with subject matter experts
• Establish relationships with key local and regional stakeholders and regularly collaborate with IT, HR, Facilities, and other enterprise colleagues to: support strategic goals, help develop/achieve tactical objectives, apply policy, standards, and protocols to meet operational and regulatory requirements
• Contribute in the development, implementation and delivery of service metrics with an emphasis on quality
• Build internal competency and subject matter expertise in support of key infrastructure, operations, and service deliverables
• Develop and lead the execution of service programs such as Asset Tracking, Dashboards, Customer Satisfaction Surveys, and other Key Performance Indicators (KPIs)
• Benchmark, evaluate and flag areas of opportunities
• Team resource management - manage staff allocation (internal and external resources) to ensure appropriate staffing of projects and required skillset. Lead the interview and selection process of new team members
• Manage, train, and develop staff - lead by example to motivate and challenge team members to perform their best
• Provide leadership to ensure the successful integration of acquired companies

What it takes:
Ability to thrive in a fast-paced, rapidly changing environment

• Take ownership, demonstrate sense of urgency, and drive operational excellence
• Communicate effectively across all levels of the organization
• Attract, develop, and retain top talent
• Strong project management and prioritization skills, including leading and coordinating multiple initiatives, influencing non-direct reports and peers, and ensuring on-time delivery
• Good understanding and technical knowledge of systems including but not limited to: Windows 10/11, MAC OS, Active Directory, SCCM, INTUNE, JAMF, WorkspaceOne, Android/iPhone, Cisco, Microsoft Products (Office 365, WIN 365, TEAMS, etc.)
• Professional communication (both written and verbal) and presentation skills (English
• Ability to solve problems and make effective decisions
• Interface confidently with executive staff, external customers, and vendors
• Organized with an ability to recognize changing priorities and “pivot” accordingly