About the role
The IT Helpdesk Manager, reporting into the Senior VP, IT, is responsible for effectively managing end-user expectations, setting the organizational standard for IT support engagement, and serving as a communication channel between Team Members and the IT organization.
Duties & Responsibilities
- Effectively manage, develop, and train the Helpdesk team.
- Ensure that all processes used by the service desk are thoroughly documented, continuously audited, and improved.
- Conduct and share results from service and operation performance reviews.
- Promote the service desk with senior management and work to ensure that its business value is understood.
- Coordinate and manage all relevant stakeholders, including the Helpdesk team, Team Members, and other teams that involved in the Helpdesk operations.
- Manage the cost of running the Helpdesk operation.
- Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Establish and implement ITIL standards.
- Escalation and resolution of software issues to the information systems/development team.
- Escalation and resolution of third-party software or systems issues by the support team.
- Collect feedback to determine patterns and issues to find resolutions or provide the Team Member FAQ to ease in troubleshooting.
- Develop and maintain a technical support and knowledge base.
- Maintain departmental staffing by recruiting, selecting, training and developing personal growth opportunities.
- Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
Education, Training & Qualifications
- Minimum five years of professional or technical experience in IT with a strong background in all aspects of customer service.
- Minimum two years of management experience that demonstrates proficiency in leadership techniques and management of resources.
- Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365.
- Demonstrated experience (use, administration, and configuration/development) with ServiceNow ITSM platform.
- Experience with computer security systems, password, networking and file protection protocols.
Skills & Abilities
- Ability to balance and plan the short-term actions of the team to meet SLAs and service growth.
- Knowledge and demonstrable understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- Ability to communicate and give instructions to a non-technical audience.
- Customer-service oriented with a problem-solving attitude.
- Time management skills with the ability to prioritize multiple responsibilities.
Working Conditions
- Prolonged period sitting at a desk and working on a computer.
About Gateway Services Inc.
Gateway Services is North America’s leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.
Built on the foundation of Gateway Pet Memorial Services, Canada’s first accredited pet aftercare provider, Gateway Services Inc. continues to carry the legacy of ethical pet cremation across North America.
As a team of talented people with a shared vision for upholding the highest pet aftercare standards in the industry, we believe that the same principles that guided the path of Gateway Pet Memorial – respect, honesty, trust, and integrity – hold true for today.
From our leading-edge technology and extensive line of products to our streamlined processes and modern facilities, we have established the benchmark for the highest level of pet aftercare across our group of companies.
With a solid reputation for helping veterinary partners give their clients the best pet aftercare services possible, we are always mindful of our special responsibility to provide a dignified and respectful memorial choice for every pet.
OUR VISION As the cornerstone for pet aftercare, we will continue to build our family of companies and create meaningful partnerships in order to offer the best pet aftercare services across North America.
OUR VALUES • People First • Exceed Expectations • (HIT) Honesty, Integrity, Trust • Be Passionate and Caring • Continuously Improve
Gateway has proudly achieved the esteemed Great Place To Work Certification™ in both Canada and the USA, a testament to our exceptional workplace culture and employee satisfaction. Join our team and experience the rewarding environment that has earned us this prestigious recognition.
About the role
The IT Helpdesk Manager, reporting into the Senior VP, IT, is responsible for effectively managing end-user expectations, setting the organizational standard for IT support engagement, and serving as a communication channel between Team Members and the IT organization.
Duties & Responsibilities
- Effectively manage, develop, and train the Helpdesk team.
- Ensure that all processes used by the service desk are thoroughly documented, continuously audited, and improved.
- Conduct and share results from service and operation performance reviews.
- Promote the service desk with senior management and work to ensure that its business value is understood.
- Coordinate and manage all relevant stakeholders, including the Helpdesk team, Team Members, and other teams that involved in the Helpdesk operations.
- Manage the cost of running the Helpdesk operation.
- Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Establish and implement ITIL standards.
- Escalation and resolution of software issues to the information systems/development team.
- Escalation and resolution of third-party software or systems issues by the support team.
- Collect feedback to determine patterns and issues to find resolutions or provide the Team Member FAQ to ease in troubleshooting.
- Develop and maintain a technical support and knowledge base.
- Maintain departmental staffing by recruiting, selecting, training and developing personal growth opportunities.
- Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
Education, Training & Qualifications
- Minimum five years of professional or technical experience in IT with a strong background in all aspects of customer service.
- Minimum two years of management experience that demonstrates proficiency in leadership techniques and management of resources.
- Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365.
- Demonstrated experience (use, administration, and configuration/development) with ServiceNow ITSM platform.
- Experience with computer security systems, password, networking and file protection protocols.
Skills & Abilities
- Ability to balance and plan the short-term actions of the team to meet SLAs and service growth.
- Knowledge and demonstrable understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- Ability to communicate and give instructions to a non-technical audience.
- Customer-service oriented with a problem-solving attitude.
- Time management skills with the ability to prioritize multiple responsibilities.
Working Conditions
- Prolonged period sitting at a desk and working on a computer.
About Gateway Services Inc.
Gateway Services is North America’s leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.
Built on the foundation of Gateway Pet Memorial Services, Canada’s first accredited pet aftercare provider, Gateway Services Inc. continues to carry the legacy of ethical pet cremation across North America.
As a team of talented people with a shared vision for upholding the highest pet aftercare standards in the industry, we believe that the same principles that guided the path of Gateway Pet Memorial – respect, honesty, trust, and integrity – hold true for today.
From our leading-edge technology and extensive line of products to our streamlined processes and modern facilities, we have established the benchmark for the highest level of pet aftercare across our group of companies.
With a solid reputation for helping veterinary partners give their clients the best pet aftercare services possible, we are always mindful of our special responsibility to provide a dignified and respectful memorial choice for every pet.
OUR VISION As the cornerstone for pet aftercare, we will continue to build our family of companies and create meaningful partnerships in order to offer the best pet aftercare services across North America.
OUR VALUES • People First • Exceed Expectations • (HIT) Honesty, Integrity, Trust • Be Passionate and Caring • Continuously Improve
Gateway has proudly achieved the esteemed Great Place To Work Certification™ in both Canada and the USA, a testament to our exceptional workplace culture and employee satisfaction. Join our team and experience the rewarding environment that has earned us this prestigious recognition.