Support Desk Manager

Fountain Tire • Edmonton, AB

9d • Onsite

About The Position

Fountain Tire is seeking a knowledgeable and dedicated IT professional to lead our dynamic team as a Support Desk Manager, based at our South Edmonton Corporate Head Office! The Support Desk Manager is responsible for leading and overseeing the day-to-day operations of the IT Support Desk. This role ensures the delivery of high-quality technical support services, effective incident and request management, and a positive end user experience. This role provides people leadership, operational oversight, and continuous improvement of service management processes aligned with business and IT objectives.

Requirements

• A college diploma in a related discipline and 5 to 7 years of IT experience; an equivalent combination of education and experience may be considered.
• A minimum of 3 years of call center leadership experience for enterprise business users is required.
• Strong understanding of ITIL practices (Incident, Problem, Change).
• Understanding of AI and automation in ITSM, with the ability and curiosity to identify and apply opportunities to improve service delivery and user experience.
• Strong people leadership, coaching, and communication skills.
• Strong business and communication acumen.
• Successful candidates will be required to complete a background check and credit check prior to employment.

Nice To Haves

• Experience with cloud platforms (Azure) and Saas applications (Microsoft Dynamics 365, Anaplan, & UKG) is a considerable asset.
• Hands on experience with ServiceNow, including configuration, knowledge article management, and use of AI/chatbot capabilities (E.g. Spanner) would be viewed as an asset.

Responsibilities

• Drive the evolution of the Support Desk into a proactive, data-driven capability by building new skills (automation, knowledge management, AI), and integrating the function more closely with other IS teams.
• Working with IS Management, lead the redesign of Support Desk workflows by intentionally shifting routine work to automation and AI.
• Set clear direction, aligning teams to enterprise priorities, developing talent, and fostering a culture of accountability, collaboration, and continuous improvement.
• Provide continual coaching, mentoring, feedback, and recognition.
• Manage budgets and execution activities, provide monthly budget updates including variance reporting.
• Lead day-to-day Support Desk operations.
• Ensure that the SD Analysts are completing effective frontline troubleshooting.
• Deliver a consistent, high-quality end-user experience.
• Own and continuously improve the ServiceNow platform to support effective incident, request, knowledge, and automation workflows, including leveraging AI capabilities (e.g., chatbot/Spanner).
• Establishing and clarifying performance expectations.

Benefits

• Competitive salary: $96,000 to $107,000 per year
• Comprehensive benefits including health, dental, and vision care, along with life insurance and short/long term disability programs
• A Short-Term Incentive Program with a target incentive of 15% to recognize your contributions to the organization
• Competitive RRSP matching program, helping you plan for a secure and successful retirement
• Policies and programs that support a balanced lifestyle and an easy commute to our office located close to the Calgary Trail and Southside Anthony Henday
• Discounts for you and your family on tires, parts and services at all Fountain Tire locations

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree