IT Service Desk Manager (Hybrid Remote)

Great Place to Work® Certified 2024 Top 50 Best Workplaces in Canada™  IT Service Desk Manager Reports to: Senior Director of Technology – North America Location: Vancouver, BC We are looking for a Service Desk Manager to lead our Service Management function and ensure the smooth delivery of IT services across our network. This role will oversee incident and problem management, service delivery, team development, and budget control—driving continuous improvement to deliver value-added support to the business. Responsibilities includes: Reduce the impact of system downtime on trade by lowering the probability and frequency of major outages, and when they occur, responding quickly to restore service. Ensure Knowledge base is updated as systems and technologies change Assist with coordination and management of major incidents, including communication to internal and external stakeholders Enable efficient business operations by completing service and change requests quickly and correctly. Create/uplift existing reporting to provide real time as well as retrospective insights to the activities in Servicedesk as well as wider IT organization where required Report on Service Desk metrics and monthly business highlights Build and develop a high-performing team by recruiting, onboarding and training new team members. Supporting the ongoing growth of the team through coaching, mentoring and individual development plans. Minimize unplanned overtime usage & on-call funds Maintain on-call timesheets for all Support staff Undertaking other additional duties, tasks and project work as reasonably directed. Assist with meetings and team coordination where required Requirements What you bring to the table Minimum 3 years of IT support and team management experience University degree in Computer Science or a related field preferred, or equivalent work experience ITIL Certification is an asset Strong commitment to customer satisfaction with both internal and external stakeholders Excellent communication and interpersonal skills Strong organizational skills with the ability to manage multiple priorities Able to work independently and collaboratively within a team Willingness to occasionally travel to bakery locations for on-site troubleshooting or project follow-up Benefits What’s in it for You Not only do we have fresh COBS Bread product delivered daily to our Vancouver Support Office, we offer some pretty sweet perks too! Competitive salary and vacation plan A great Extended Health & Dental Benefit, Group RRSP Matching and Health Spending Account Paid sick and personal leave days Subsidized wellness program, and paid day for community service/volunteer time An open, ‘continuous-learning’ environment where professional development and career progression is encouraged Work within a dynamic, driven, high-achieving, close-knit and fun-loving team High level of autonomy and responsibility Complimentary self-serve kitchen of fresh produce, deli meats and of course, COBS Bread and treats! We thank all applicants for their interest in COBS Bread but would like to advise that only applicants shortlisted for interview will be contacted. We are an equal opportunity employer and value diversity at our company. About COBS Bread With over 160 locations, COBS Bread serves fresh and delightful baked goods to communities across Canada. Any unsold items are donated daily to various local charities and foodbanks. The company's success can be attributed to the quality of our product, the development of our people and our warm and friendly customer service. COBS Bread is part of Bakers Delight – Established in 1980 operating as Bakers Delight in Australia and New Zealand, and since 2003 as COBS Bread in Canada and the USA. Together we have grown to more than 700 bakeries across Australia, New Zealand, Canada and the USA. The entire network employs over 15,000 people, serving more than 2.1 million customers each week. Accessibility Accommodation is available upon request for applicants and employees with disabilities. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.