The OpportunityLead 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.
The Role- 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.
The CandidateEducation: College Diploma or University Degree (BA /Information Technology), Microsoft Certified Solutions Expert, ITILv4 Foundation certification an asset
Work Experience: 5-7 years
Knowledge: 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.
Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional "perks."
Highlights include:
- Competitive health and dental benefits with no waiting period for eligibility (100% employer paid premiums), plus 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.
