Manager, IT ServiceDesk and DeskSide Support (6 Month Term) - Jobs in Calgary, AB

Job Description

At Parkland, our purpose is to Power Journeys & Energize Communities. We are a prominent independent supplier and marketer of fuel and petroleum products and a leading convenience store operator. As One Parkland team, we proudly serve diverse retail, commercial and wholesale customers across Canada, the United States, the Caribbean region, and South America. We power a growing family of locally known brands including M&M Food Market, Fas Gas Plus, Pioneer, RaceTrac, Superpumper, Ultramar, Chevron, Esso, and ON the RUN.We recognize that diversity gives us an edge and inclusion propels us forward. We’re also a passionate team of down-to-earth achievers, committed to getting our customers, colleagues and communities further, faster. As such, we welcome talented individuals that have a variety of perspectives, backgrounds, and industry experience who will contribute to the success of our One Parkland team.Position Title: Manager, IT ServiceDesk and DeskSide Support (6 Month Term)Team and Location: Corporate Services – Calgary, ABPosition Summary:The manager’s key duties include the oversight of Parklands Service Desk, Desktop Support, and Mobility areas across North America as well as assessing, recommending for change, and implementing strategies involving information technology. Accomplishes department objectives by managing and growing staff; planning and evaluating department activities; contributing to and supporting strategic opportunities.Key Responsibilities:Management

• Manage North American staff as it relates to the IT Service Desk and Desk Side.
• Works collaboratively with IT Management to ensure a high quality of IT services are delivered to the business and identify and promote areas for continual service improvements.
• Working collaboratively with the respective team Supervisors to communicate job expectations, mentor employees, and oversee policy changes and improvements.
• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
• Establishes and maintains a positive relationship with 3rd party vendors, suppliers and managed service providers regarding hardware, software, licensing and consulting services respectively.
• Is responsible for operational support internationally, working in conjunction with the integration team(s) to onboard new offices/staff through acquisition, is responsible for defining the operational support model for North America.
• Participates in projects by coordinating resources and timelines to meet the demands of the Project vs Operations.
• Plays a lead role in all aspects of End User Support projects including the development, communication, and roll-out of required changes.
• Acts as the Subject Matter Expert for End User Support during acquisition integrations of all sizes, including due diligence, communication strategy, and process and people integration.
• Adheres to Change Management policies and procedures.
• Ability to collaborate with project teams to identify and apply new technologies to implement and maintain user self-help options e.g. service catalog, knowledge management system and automated features like chat or alternate support channels.

Strategic Direction

• Maintains organizations effectiveness and efficiency by contributing to, delivering, and supporting strategic plans for implementing information technologies; encourages Total Contact Ownership.
• Champions ITIL best practices for the company with emphasis on Incident Management, Problem Management as well as the establishment and monitoring of service levels.
• Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
• Assist the IT Director with the preparation and administration of departmental budgets, business plans and reporting metrics.
• Implement process improvement initiatives to reduce and/or eliminate repeat incidents and develop strategies becoming more efficient and effective manner; acts as an escalation point to minimize down time of applications and personnel.
• Ensures a positive customer experience is provided for Information Technology services delivered to Parkland staff and Corporate Retail sites.
• Ability to be creative with solutions to user needs by implementing new technologies, processes, techniques, etc.
• Ability to direct a multi-vendor, geographically distributed team providing 24/7 end user support functions with Service Desk and Desk Side teams.
• Ability to apply knowledge of commercial-grade common IT services and service delivery management processes to an organization of 5000+ in locations throughout the US/Canada.

Qualifications and Skills:

• Minimum of Bachelor’s degree or equivalent in Business or Computer Sciences.
• Minimum 7 years’ experience in an enterprise class technology environment.
• ITIL Foundation V3 Certification.
• Knowledge of the functions, operation and mission of the specific department.
• Better than average written and spoken communication skills.
• Outstanding interpersonal relationship building and employee coaching and development skills.
• Management experience in a team-oriented workplace, preferred.
• Demonstrated ability to lead and develop a department and department staff members.
• General knowledge of Parkland’s Employee Policies and Practices.
• Evidence of the ability to practice a high level of confidentiality.
• Excellent organizational management
• Bi-lingual English/French is an asset.

Please note:

• Candidates must be legally able to work in Canada at this time. Parkland regrets that it is unable to sponsor employment Visas.
• Parkland Corporation is committed to the principles of Employment Equity. We strive to provide accessibility in employment to ensure equal access to employment opportunities for candidates, including persons with disabilities. Parkland Corporation will endeavour to provide accommodation to persons with disabilities in the recruitment process upon request. If you are selected for an interview and you require accommodation due to a disability, please notify us upon scheduling your interview.
• Please note that final candidates for this position will be required to undergo a confidential pre-employment background check which may include but not be limited to educational, criminal, credit, drug and alcohol and/or Fitness for Duty testing.

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