Service Desk Manager -Vancouver, Canada

Visier is a fast-growing technology company with over 450 employees across North America and Europe. Our multi-award winning applied analytics solution has been chosen by over 140 large enterprises, including Bridgestone, BNY Mellon, Electronic Arts, Genentech, LinkedIn, McKesson, and Novo Nordisk.

We’re as passionate about empowering companies with insights as we are about providing our employees with a fun, dynamic, and rewarding work experience. Visier is where you realize your potential, make big dreams a reality, break the status quo, win as a team, and deliver exceptional quality in everything you do.

We are proud to support the professional growth and personal wellness of our people. We offer competitive salary and benefit options, lunch and learns, personal development subsidies, in-house gym facilities, yoga classes, volunteer days, unlimited snacks and beverages, monthly socials, and more.

Sound like your next career move? Apply to be part of Visier today!


What you'll be doing...

  • Managing the current Service Desk team
  • Ensure the timely processing of incoming email, calls and portal requests to the Service Desk
  • Track monitor and report on end user IT related issues to ensure compliance with SLA’s
  • Establish procedures and work instructions for his/her team
  • Create end user training documents
  • Provide technical leadership, clarity and direction for his/her team
  • Act as a technical escalation for more complex problems
  • Work hands on with the team to ensure SLAs are met
  • Daily audit of incidents, services requests, problems and calls; coaching team members as appropriate
  • Complete and distribute reports and dashboards on Service Desk / IT KPIs
  • Responsible for performance of his/her direct team members – 1:1’s, performance improvement plans, coaching, performance appraisals
  • Recruiting and onboarding plus cultural and technical orientation of new team members
  • Act as the subject matter expert, owner and primary administrator of the ITSM system, phone system and vendor portals
  • Play a role in management of Office 365, GSuite, Active Directory, End-Point Security and other IT tools, as assigned
  • Manage procurement and asset management – ordering, inventorying, tracking for end user hardware and software; adhering to budget and company standards
  • Create and manage schedules for his/her team to provide coverage during Service Desk hours
  • Effectively communicate departmental goals, expectations to team members
  • Build and maintain effective working relationships with the business
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
  • Remaining abreast of new computer and telecommunication-related technology that will assist the organization in achieving its mission.
  • Perform other related duties as assigned

What you'll being to the table...

  • Degree or Diploma in a Computer Related Field from a University, College or Technical School
  • 5+ years’ experience in the field of information technology
  • Strong working knowledge of Enterprise ITSM platforms such as ServiceNow
  • Experience leading a small team
  • Experience in multi-site companies providing mainly remote support
  • Broad technical knowledge and experience in supporting workstation hardware and software configurations
  • ITIL certifications or knowledge is required
  • Team player with excellent organizational skills
  • Customer Service oriented with strong interpersonal skills
  • Able to multitask in a fast-paced environment
  • Strong communication skills both written and verbal

What To Expect

This isn’t just about us getting to know you. We believe that you need to get your hands dirty (so to speak) to make sure Visier is the right career opportunity for you. So feel free to ask lots of questions, read up on our company news, check out our thought leadership and peep our social media channels. As you get to know what we’re all about, we hope that you’ll become increasingly confident and excited that Visier could be your next big move.

  1. Chat with our Talent Acquisition team
  2. Come onsite for a meeting with the hiring manager and your potential team
  3. Meet with one of our executive leaders and learn how your career can grow with Visier

Sound Like A Match?

Hire Me
Visier Careers - Privacy

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