We're searching for a Manager, IT Service Desk. Are you searching for new possibilities?

Discover what's possible, with Westland.

The Westland story is all about growth, and that means plenty of possibility for everyone on our team. Every day, Westland proves that building a great business means taking care of clients, communities, and each other with equal commitment. As we continue to open new doors, we're inviting amazing people like you to join us.

As the Manager, IT Service Desk, you will be responsible for the effective and efficient day-to-day operations of the IT Service Desk team across Westland's corporate, regional offices, and retail locations in Canada. This role ensures delivery of exceptional customer support and efficient resolution of technical issues. The role leads a team of IT Support Specialists focusing on incident resolution and problem management, while maintaining high standards of operational integrity and reliability across the Westland organization.

Westland is committed to continuous learning where employees can grow their potential and write the stories of their careers. Financial assistance is available for approved work-related training/development courses leading to certification, and programs that offer professional development, including seminars and conferences.

Interested in learning more?

Why you'll love Westland:

• An open, flexible and welcoming workplace
• Plenty of opportunities to grow and learn
• Autonomy to drive your own success
• Be part of our inclusive culture, alongside an extraordinarily talented community of people with a wide variety of backgrounds
• A total rewards program that takes care of your financial, physical, and mental health
• Flexible paid Values Days to celebrate days important to you
• Paid Volunteer Days for employees as part of Amplifying Communities, a program to support causes that matter most to our employees and clients

Why we'll love You:

• You have at least ten years of experience in IT service desk operations, with a minimum of five years in a leadership or managerial role
• You have a bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience
• You have proven experience with supporting the following technologies: SharePoint, M365, Active Directory, ITSM, SDWAN, VPN, MS Teams & Genesys, InTune & Autopilot, Azure, etc.
• You have medium to large enterprise experience with providing end user support with computer hardware & software technologies to retail branches
• You are experienced in IT Infrastructure & Operations support and possess in-depth knowledge of ITIL practices and IT service management
• You are proficient with service desk software and ticketing systems (e.g., ServiceNow, Zendesk)
• You are a strong leader with solid team management skills
• You are organized, a problem-solver and have strong analytical skills; you can handle multiple tasks and prioritize effectively in a fast-paced environment
• You communicate effectively, both in a written and oral sense
• You preferably have relevant IT certifications (e.g., ITIL v4 Foundation, CompTIA A+, Microsoft Certified: Azure Fundamentals)

Once here, you'll:

• Manage, mentor, and develop a team of IT Service Desk Analysts. This includes conducting regular performance reviews, providing coaching, and fostering a collaborative team environment
• Oversee the handling of all service desk incidents and requests, ensuring timely and effective resolution in accordance with established SLAs. Escalate critical issues as necessary and coordinate with other IT teams for resolution
• Analyze service desk metrics and trends to identify areas for improvement. Implement and refine processes and procedures to enhance efficiency and service quality
• Ensure high levels of customer satisfaction by addressing and resolving service complaints, monitoring feedback, and implementing solutions to improve the overall user experience
• Develop and deliver training programs for new and existing staff. Keep the team updated on the latest technologies, tools, and best practices in IT support
• Prepare and present regular reports on service desk performance, including metrics such as incident resolution times, user satisfaction, and workload statistics. Provide insights and recommendations for strategic improvements
• Liaise with third-party vendors and service providers to manage contracts and ensure compliance with service level agreements. Coordinate with external partners for support and escalation as needed
• Oversee the creation and maintenance of a knowledge base for frequently asked questions, common issues, and solutions. Ensure documentation is accurate and up to date
• Contribute to IT projects and initiatives by providing insights on service desk requirements and participating in project planning and execution

Want to get to know each other better? Send your resume our way.