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IT Service Desk Manager in Toronto

at Spin Master Careers

Date Posted: 1/29/2019

Job Snapshot

Job Description

IT Service Desk Manager - Toronto


Are you a kid at heart looking to build a career with a leading global children's entertainment company?

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s why we want you!


What’s it like to work here?

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn’t for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.


The Job:

The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that our employees are receiving the appropriate assistance with the highest level of service. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.

The Service Desk Manager is also responsible for planning, designing, and analyzing ITIL/ITSM-based Service Desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Service Desk Manager is also responsible for staffing capacity planning, ITSM Service Desk process design, performance analysis, and developing proactive resolution plans. The Service Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to our employees when necessary.

The customer experience delivered from the service desk will be the responsibility of the Service Desk Manager. As such, the incumbent will be held accountable to this mandate and expectation.


What we can expect from you:

  • Manage the current Service Desk team
  • Ensure the timely processing of incoming email, calls and portal requests to the Service Desk
  • Track monitor and report on end user IT related issues to ensure compliance with SLA’s
  • Establish procedures and work instructions for his/her team
  • Create end user training documents
  • Provide technical leadership, clarity and direction for his/her team
  • Act as a technical escalation for more complex problems
  • Work hands on with the team to ensure SLAs are met
  • Daily audit of incidents, services requests, problems and calls; coaching team members as appropriate
  • Complete and distribute reports and dashboards on Service Desk / IT KPIs
  • Responsible for performance of his/her direct team members – 1:1’s, performance improvement plans, coaching, performance appraisals
  • Recruiting and onboarding plus cultural and technical orientation of new team members
  • Act as the subject matter expert, owner and primary administrator of the ITSM system, phone system and vendor portals
  • Play a role in management of Office 365, Active Directory, System Centre Configuration Manager, End-Point Security and other IT tools, as assigned
  • Manage procurement and asset management – ordering, inventorying, tracking for end user hardware and software; adhering to budget and company standards
  • Create and manage schedules for his/her team to provide coverage during Service Desk hours
  • Effectively communicate departmental goals, expectations to team members
  • Build and maintain effective working relationships with the business; will be a key “face of IT” to the business
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
  • Remaining abreast of new computer and telecommunication-related technology that will assist the organization in achieving its mission.
  • Perform other related duties as assigned

Job Requirements

Who’s a good fit for this team:

At Spin Master, we follow a ‘customer first’ approach in an endeavor to provide “The Ultimate Service Experience”. The following attributes are necessary in order for the individual to succeed in the role of a Service Desk Manager:

  • Customer service oriented
  • Strong leadership (lead by example)
  • Strong interpersonal skills
  • Detail oriented
  • Strong influencer
  • Collaborator
  • Ability to build and manage relationships
  • Strong communicator
  • Solution oriented
  • Strong organizational, time management and planning skills
  • Ability to work under pressure and in a high paced environment
  • Continuous improvement focus

You should apply if you have the following:

  • Minimum 5 years’ experience in the field of information technology
  • Minimum 4 years’ experience in a high-volume Service Desk Environment in a Management capacity
  • Experience in multi-site companies providing mainly remote support
  • Experience managing resources remotely
  • Broad technical knowledge and experience in supporting workstation hardware and software configurations
  • ITIL certifications or knowledge is required
  • Team player with excellent organizational skills
  • Customer Service oriented with strong interpersonal skills
  • Able to multitask in a fast-paced environment
  • Strong communication skills both written and verbal
  • Degree or Diploma in a Computer Related Field from a University, College or Technical School

What you can expect from us:

Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun. From top leadership to new and veteran team members alike, everyone at Spin Master embodies our Core Values:

  • Integrity
  • Open Mindset
  • Innovation
  • Partnerships
  • Collaboration
  • Driving Results
  • Entrepreneurship

When applying please ensure that you highlight the source & job title in the subject line.

eg: Application for ‘ Job Title & SOURCE: (where you heard about this job) in the subject line.

We do appreciate all interest; however only those selected for interview will be contacted.