Manager, Technology Operations, Service Desk

ARC'TERYX • Vancouver, BC

1d • CA$125,000 - CA$164,000 • Hybrid

About The Position

As the Manager, Technology Operations, Service Desk, you will lead a Technology Operations department to ensure it meets the organizational needs. The primary focus is on leading the Technology Service Delivery function, which is responsible for L1 and L2 support across Retail and Corporate Technology. This role aims to empower a unified, high-performing service desk that scales with the organization. You will be responsible for understanding and balancing departmental demands by connecting with department leadership and dependent departments. You will build a department strategy aligned with organizational goals, break it down into projects for your team, and deliver those projects effectively. You will foster a department culture of effectiveness, collaboration, and professional development. You will take ownership and pride in the services and tools delivered to the company and equip your team to evolve and improve these offerings as demands change. This role combines hands-on involvement with people leadership and stakeholder engagement across the organization to empower them with the technology they need. This role is based out of our North Vancouver office and is open to hybrid remote work. Candidates must be eligible to work in Canada.

Requirements

• 5+ years in support technology
• 3+ years of formal people leadership experience in a service desk domain
• Experience leading service desk operations in a multi-site enterprise environment
• Experience in retail technology support across multiple time zones
• Communication skills to understand the needs of the departments that depend on us, as well as the listening skills to understand the needs of your team
• Hands-on scripting experience with PowerShell and/or ScriptRunner for Jira to automate service desk workflows, reporting, and integrations across enterprise toolsets
• Familiarity with ITIL or a similar service management framework is an asset, you understand incident, request, and problem management practices and can apply them pragmatically in a fast-moving environment
• Ability to track complex budgets, projects, and key performance indicators to inform stakeholders and deliver success
• Ability to balance the demands of day-to-day operations with the important tasks of team leadership and development
• Hands-on experience with service desk platforms such as Jira Service Management, ServiceNow
• Ability to proactively identify opportunities, and enact change in a way that delivers value and includes your team in that success
• Ability to adjust plans to react to changing needs, and develop a team culture that is able to respond to those changing needs effectively
• Belief in the potential of technology to be a force multiplier for colleagues and excitement to see the results of providing these tools to the people around you
• Ability to guide the creation of clear documentation, as well as set expectations with your team to follow documented procedures and update the documentation as solutions evolve
• Ability to work well under tight deadlines and surges in demand for your time while maintaining a collaborative attitude and maintaining the quality of your work
• Passion for your work is paralleled by your passion for getting outside and living

Nice To Haves

• Evolving the Technology Service Delivery model as the organization grows with programs such as regional support, executive support, and increasing service user experiences
• Expanding the Service Delivery model to incorporate emerging support domains — including eCommerce channels and guest-facing applications
• Working with solution vendors, industry peers, and department leadership to monitor industry trends and changes, and integrating appropriate changes into our long-term strategy
• Seeking out tasks and requests that create disproportionate demand on department capacity, and make appropriate changes to reduce their impact
• Redeveloping existing solutions to work for broader audiences to support our evolution as a global enterprise

Responsibilities

• Managing the Technology Service Delivery model - leading L1 and L2 support across Retail and Corporate Technology to deliver a consistent, premium service experience for Arc'teryx employees
• Leading senior technical team members, and team leads, and specialized staff members, including guiding their careers, managing their performance, and coordinating their efforts
• Understanding the evolving demands on the systems and services your team provides, investigating systems and processes to address those demands, and executing projects to implement those solutions
• Collaborating with other operations teams to address common challenges and projects, and integrate workflows as appropriate
• Monitoring team performance KPIs and tracking solution effectiveness against enterprise-appropriate SLAs
• Organizing team efforts within the department project delivery framework, and ensuring coordination of those projects alongside relevant departments
• Building and owning your department budget to ensure funding is used efficiently and effectively to meet our company objectives
• Managing technology hardware inventory and procurement for Retail and Corporate users and overseeing the timely ordering and replacement of equipment through established procurement processes, maintaining accurate asset records
• Informing, creating, and socializing best practices, department codes of conduct, incident response plans, and other documentation core to department functionality
• Engaging with Amer Sports IT counterparts to leverage support materials, standards, and documentation while adapting them to reflect Arc'teryx's brand
• Taking a hands-on leadership approach by stepping in alongside the team during high-demand periods, troubleshooting complex issues, and providing direct support to ensure continuity of service and team success under pressure

Benefits

• Extended health, dental, and vision coverage
• Mental health support
• Fertility benefits
• Gender-affirming care
• 24/7 Employee Assistance Program (EAP)
• RRSP matching
• Eligibility for Arc'teryx Annual Incentive Plan
• Access to Employee Stock Purchase program (ESPP) where applicable
• Paid time off
• Wellness time
• No Wasted Day program (dedicated paid days to get outside & explore)
• Parental leave top-up
• Nesting period for new parents
• Professional development opportunities
• Arc'teryx Academies (outdoor skill-building events)
• Employee Belonging Councils
• Access to employee discounts and Pro Deals (exclusive discounted pricing on gear)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed