Helpdesk Manager

Reporting Relationship: This position reports directly to the Director of IT & Information Security

Job Summary:

The Helpdesk Manager is responsible for ensuring an outstanding level of customer service by leading and managing the technical support staff to provide direct IT support to all affiliated Birchwood stores, departments and team members.

Key Accountabilities/Responsibilities:

• TSI Technology Leadership Team - As a key member of the TSI Technology Leadership Team, actively demonstrates a personal, enthusiastic commitment to the company and its mission, vision, values and strategies. Contributes to the long-term direction and day-to-day operation of TSI Tech. Works collaboratively with other members of the TSI Technology Leadership team to maximize opportunities, improve efficiencies, provide exceptional customer service and achieve the overall company’s goals.
• TSI Helpdesk Manager Overall Responsibilities - Manage the day-to-day helpdesk operation of TSI Tech, overseeing the support of all production platforms and end user technology. Provides leadership and guidance to the TSI Technical Support team members while ensuring that platforms are efficiently utilized and managed. Participates in the development/improvement and direction of our platforms to ensure availability, integrity, and confidentiality of the network, servers, telecommunication services and information. Helps identify client needs and then participates and leads in the deployment of innovative customized solutions to meet those needs. Ensures client satisfaction with all products and services.

Specific Responsibilities

• Plan, coordinate and manage daily helpdesk operations, ensuring tickets are being handled in a timely manner and customers are kept up to date.
• Assist in the design, development, implementation and coordination of systems, policies and procedures
• Participate as a technical resource to the helpdesk team, network and systems administrators.
• Assist in the development of key performance indicators to support continuous improvement initiatives through achieving excellence.
• Assist in the planning, coordination and implementation of various technology projects.
• Participate in strategic planning activities and budgeting process.
• Develop and report on appropriate metrics that demonstrate the level of service achieved.

• Team Leadership - Provides leadership to the Technical Support team and ensures that team members receive guidance, training and feedback on performance. Helps in recruiting and selecting new team members. Keeps team members informed on the team goals and requirements of the dealerships and the overall company. Listens to team members and addresses their concerns and problems as needed while looking for opportunities for improvement. Encourages and supports personal development plans. Mentors and coaches team members to help them deal with problems and challenges. Creates a respectful, positive and team oriented working environment which instills engagement, enthusiasm and a high motivation to succeed.

• TSI Tech Administration - Assists in establishing a strategic direction for TSI Tech initiatives. Operates within approved budgets and ensures that TSI Tech achieves all established benchmarks.

Qualifications:

• Business or Computer Science orientated post-secondary education or a related combination of education and experience in the IT field.
• 3 years or more of team management/leadership and hands on experience with best-in-class process, tools, automation within metric driven IT operations.
• Strong Planning, organizing and technical skills of IT enterprise systems.
• Broad knowledge of server infrastructure technology platforms (Linux, Windows 2012, Storage area networks, Client servers, Web servers).
• Strong understanding of network principles and practical application of WAN/LAN, VOIP and internet connectivity and delivery concepts.
• Strong sense of urgency while remaining calm under pressure.
• Exceptional leadership and communication skills with the ability to motivate individual performance while creating a positive, enthusiastic, mutually supportive and engaged team.
• Well-developed relationship management abilities built on communication, interpersonal, conflict resolution.
• A strong customer focus with an understanding of customer service principles and a passion for delivering exceptional customer service.
• A common-sense approach to problem solving and the ability to multi-task and manage time within sensitivity to timelines

What Birchwood Can Offer You:

• Competitive compensation - in addition to salary, many roles have bonus and commission incentives that reward you for success
• Full benefits package including vacation time, company-paid extended health, dental/vision coverage, and employee assistance - with flex plan options
• RSP Matching program - Birchwood will match up to $5,000 of your regular earnings after 1 year of employment
• Employee referral bonus program - refer your friends to Birchwood and receive a referral bonus
• Career development opportunities & internal promotions
• Learning & development opportunities
• Wellness program
• Corporate discounts & group savings plan
• Volunteer program - Dollars for Doing
• Company events - Birchwood Bucks, Circle of Excellence, holiday parties

Birchwood is Manitoba’s largest automotive retailer. Our 24 franchises are in addition to four state-of-the-art collision repair centres and four Birchwood Credit Solutions locations. We offer sales, services, and parts to meet our customers’ automotive needs. We’re a recognized leader in the retail automotive industry, not only for our diverse workforce reflecting our community, but also for our unparalleled commitment to team members, customers, partners, and neighbourhoods. At Birchwood, our days begin and end with gratitude, personal leadership, trust, respect, continuous improvement, and generosity.

Birchwood is committed to creating a diverse workplace and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Reasonable accommodation is available to applicants with disabilities upon request. Please email your request to: recruitment@birchwood.ca