IT Service Desk Manager

Job Description

LabX Media Group is a science media company that produces monthly print publications and hosts a variety of digital media platforms and websites. We are an organization that is in high growth mode, both organic as well as through a fullspectrum of acquisitions. We have been named the PROFIT 500: Canadas Fastest-Growing Companies list for 6 years running and are one of only a few companies in all of Simcoe County.We are currently looking for a Service Desk Manager to join our team at LabX Media Group to oversee and manage our global service desk functions. The successful candidate would help deliver tier 2 application and general support and workwith the tier 3 application support team when required. This candidate would be able to escalate support as necessary to ensure that issues are resolved in a timely manner. This candidate would work with an international team consisting of both remote andinternal employees. This candidate would also be able to work with external clients and take direct phone conversations with end users. The candidate would be empowered to make purchasing decisions and purchasing approvals within budget range.Responsibilities:

• Manage and oversee a team of service desk and support administrators.
• Respond to email and phone in a professional and timely manner.
• Handle incoming service desk tickets and provide clients with updates.
• Perform in-depth troubleshooting and escalate the most complex inquiries to the relevant senior support team.
• Manage purchase requests from start to end with a responsibility of ensuring that the relevant approvals are obtained in a timely manner.
• Management of Information Technology assets, inventory and associated reporting tools.
• Manage and resolve assigned tickets by providing the best support solution given the client and business needs.
• Investigate the root cause of issues by using all available tools to debug and isolate the issue.
• Identify workarounds for issues and manage the application of those workarounds until a permanent solution is implemented.
• Reference technical documentation and aid in building an internal knowledge base, identifying gaps in the knowledge base and working to fill them.
• Work closely with business departments to ensure transparent communication and efficient issue resolution.
• Develop regular reports to help the management team understand the health and quality of our platforms.
• Manage and nurture a cohesive team.
• Ensure there is a thorough understanding of the strategic vision for the service desk and work with management to set the long-term direction of the team.
• Coordinate all relevant stakeholders, including the support desk team, customers and other teams that are involved in service desk operations.

Requirements:

• Post-secondary degree or college diploma in Information Technology, though candidates with equivalent work experience will be considered.
• Strong knowledge of JIRA. Foundational ITIL V3 or V4 certification and ticketing system knowledge is preferable.
• 5+ years of experience in technical support, B2B and SaaS products is preferable.
• Incident Management experience in technical or web hosting environment is preferable
• Experience inspecting and diagnosing web-applications, mobile applications.
• Demonstrated experience as a leader of people, services and change in an Information Technology
• Commitment and strong drive to push issues to resolution.
• Solid understanding of computer hardware and accessories; must be able to spec out suitable solutions (including laptop and related purchases), make price vs performance/quality evaluations; managing team licensing and subscriptions
• Excellent interpersonal skills and multitasking abilities.
• Excellent written and verbal communication skills.
• Positive attitude, empathy, and high energy.
• Ability to multitask, take initiative and adapt under pressure.
• Ability to maintain infrastructure would be an asset.

Why Join Us!

• Competitive wages based on experience
• Group benefits including an Employee Assistance Plan
• Flexibility to support employees in balancing life priorities and work
• Ongoing tools, webinars, and resources to support mental health
• Continued career planning, mentorship, and growth
• A culture of recognition, appreciation, and positivity
• A collaborative team committed to excellence

Application Procedure:This position is based in our UK office located in Sudbury, Suffolk, UK.LabX Media Group is an enthusiastic equal opportunity employer. We celebrate multiple approaches and points of view. Diversity drives innovation: so, we foster a culture where difference is valued. We are dedicated to promoting diversity, equity, andinclusion and value a team that reflects the diversity of our society and our audience.We welcome applications from everyone. Reasonable adjustments are available for qualified individuals with disabilities, upon request when contacted for an interview. We thank all candidates for applying. Only those candidates selected for an interviewwill be contacted.

Keyskills :
Application SupportComputer HardwareInformation TechnologyService DeskTicketing