Manager, Information Systems

Wajax•Toronto, ON

About The Position

Lead the modernization of service desk operations by implementing automation, expanding self-service, and standardizing workflows to improve efficiency and user experience. Owns the end-to-end lifecycle management of all enterprise hardware and software including forecasting and asset tracking.

Requirements

College Diploma or University Degree (BA /Information Technology)
Microsoft Certified Solutions Expert
ITILv4 Foundation certification an asset
5-7 years of work experience
Knowledge in Windows systems, Windows programming, and EDI.
In depth knowledge of operating systems, databases, software, programming, networks, hardware and servers.
Project management skills required.
Good understanding of IS security.

Responsibilities

Act as the primary point of contact for key business stakeholders, ensuring timely resolution of application and system issues across all locations
Oversee and standardize IT onboarding and offboarding processes, ensuring timely provisioning and deprovisioning of hardware, software, and licenses
Onboarding and offboarding of all IT hardware, software and licenses of employees.
Lead the procurement and leasing of IT enterprise assets, oversee end-to-end asset lifecycle management, and ensure CMDB accuracy and completeness
Triage and prioritize escalated support tickets, coordinating resolution with the 24/7 IT Help Desk to meet internal SLAs
Identify recurring technical support issues and drive root cause resolution through process improvements, documentation, and training.
Ensure service desk operations, asset management, and CMDB controls meet audit and compliance requirements.
Provide leadership, coaching, and oversight to IT Help Desk Team Leads, ensuring effective service level management, technical skill development, and continuous process improvement.
Develops, tracks and issues service desk metrics and reports for continuous improvement.

Benefits

Competitive pay
Comprehensive benefits
Learning and development
Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums)
Health spending account
Wajax led e-learning, and product training through industry leading manufacturers.
Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program, pet insurance, footwear & workwear, fitness membership, perkopolis, and more.
Recognition program where points are earned for merchandise or gift certificates, plus cash awards.
Company matched pension plan
Award-Winning Health and Wellness Program.