Manager, IT Services

Job summary

The Manager, IT Services will lead the Help Desk team, oversee daily IT operations, and manage technology projects across BC Place Stadium and the Vancouver Convention Centre. They are responsible for monitoring support metrics, building relationships with internal teams, and collaborating with infrastructure and enterprise application departments.

Job details

At BC Pavilion Corporation (PavCo), we work to create unforgettable moments, world-class experiences and stronger connections to community, industry and culture. PavCo is the owner and operator of two of Canada’s premier venues for events, BC Place Stadium and the Vancouver Convention Centre. Shared Services is hiring a Manager, IT Services to work closely with the teams at both BC Place Stadium and the Vancouver Convention Centre. The core IT team is a small close-knit team dedicated to providing exceptional service to both our internal and external clients. The Manager, IT Services will be part of a diverse and dynamic team, tasked with delivering outstanding leadership and guidance in IT operations. They will oversee the day-to-day functions of the IT Help Desk Team and manage technology projects. This role requires a proactive, well-organized, self-motivated individual capable of organizing resources, engaging the business, and driving service quality. PavCo is an event organization, the successful candidate must have the ability to work flexible hours at times supporting events including evenings and weekends. WHAT YOU WILL DO: Lead and guide the Help Desk IT Services team, collaborating closely with the Director, IT Services and the Help Desk Team Lead. Collect, monitor and report Help Desk support metrics to understand demands on department. Ensure utilization of helpdesk software to log, prioritize, and manage all problems to resolution. Identifying repeat issues and problems, evaluating trends, and anticipating requirements to help deliver better service. Promote IT Services within each venue, building relationships with teams to improve technology practices. Serve as escalation point for internal Help Desk team and for other PavCo departments. Team co-ordination for training and support for end users Co-ordination of support for day-to-day issues at VCC and BCP e.g. meeting rooms, control systems, co-ordination of installs etc. Management of part time event support for BC Place. Oversee developments in MS Office M365 such as integration and migration of fileserver (RIM project). Provide liaison with IT Services infrastructure team for assistance on IT Projects. Collaborate with IT Enterprise Application team to resolve applications issues and escalate high severity issues as well as chronic problems to appropriate management. Collaborate with the IT Director to develop roadmaps and definition of the IT staff and budget needs for ongoing expenses as well as projects. Mentor IT staff and help build the teams’ overall level of knowledge. WHAT YOU WILL BRING: Completion in a 4-year University Degree in Computer Science or completion of 2-year technical diploma in Information Technology and work experience is preferred. Experience leading an IT Help Desk team supporting multiple locations Experience in an enterprise environment. Experience with VMware, Microsoft Exchange, Active Directory, Office 365. Experience with Information Technology in the Events industry. Sound working knowledge of a wide variety of standard software applications including Momentus (EBMS), Microsoft Office 365, Windows environment, MacOS, iOS and Android operating systems etc. Demonstrated leadership experience, with the ability to inspire and motivate team members. Ability to explain complex technical information to end users. Strong relationship building skills. Demonstrate initiative, accountability and diligence in follow-through. Collaborative, team friendly approach. The salary range for this position is $82,315 to 102,893 Offers will be in line with PavCo’s internal pay equity and qualified candidate’s experience and education. Salary discussion and overall compensation package will be presented during initial phone interviews. WHAT WE OFFER: Competitive Compensation – A salary that reflects your skills and experience. Health & Wellness from Day One – Comprehensive benefits including health coverage and wellness support starting on your first day. Hybrid environment post probation BC Public Service Pension Plan We Appreciate Your Interest in PavCo and This Position At PavCo, we are committed to building high-performance teams. Our selection process is thorough, and all candidate applications are reviewed. Should your qualifications and experience meet the requirements of this role, a member of our recruitment team will contact you. HOW TO APPLY: If you’re excited to make a real impact, we’d love to hear from you. Apply now with your resume and cover letter. We are proud to be a diverse organization. We welcome all eligible and qualified applicants to apply to join our team, regardless of race, colour, religion, gender, sexual orientation, marital status, age, gender identity or expression, national origin, genetics, disability status, protected veteran status, or any other characteristic protected by applicable law. Please note that we can only consider applicants who are eligible to work in Canada.

What you’ll do

The Manager, IT Services will lead the Help Desk team, oversee daily IT operations, and manage technology projects across BC Place Stadium and the Vancouver Convention Centre. They are responsible for monitoring support metrics, building relationships with internal teams, and collaborating with infrastructure and enterprise application departments.

Requirements

Candidates should possess a 4-year University Degree in Computer Science or a 2-year technical diploma in Information Technology along with relevant experience. Proven leadership experience in an enterprise IT Help Desk environment and proficiency with Microsoft technologies and VMware are required.

Benefits

• Competitive compensation • Health and wellness coverage • BC Public Service Pension Plan • Hybrid work environment

Listed skills

• Active Directory · Preferred
• VMware · Preferred
• Leadership · Preferred
• Project management · Preferred
• Relationship Building · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Help Desk management
• Leadership
• VMware
• Microsoft Exchange
• Active Directory
• Office 365
• Project management
• Technical support
• Relationship building
• Metrics reporting
• Windows environment
• MacOS
• iOS
• Android
• Momentus (EBMS)
• Team mentoring
• Microsoft 365
• Accountability
• Team Motivation
• Follow Through
• Internal Pay Equity
• Self-Motivation
• Apple IOS
• Mac OS
• Management
• Computer Science
• Information Technology
• Control Systems
• Event Management
• File Servers
• Help Desk Support
• Information Technology Operations
• IT Service Management
• Microsoft Office
• Phone Interviews
• Relationship Building
• Team Leadership

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Hospitality
• Government & Public Sector
• IT Manager
• Information and Communications Technology Service Managers
• Information Technology Project Managers
• Computer Occupations, All Other