Manager, Technology Operations, Service Desk

Your Opportunity at ARC’TERYX

As our next Manager, Technology Operations, Service Desk, you are responsible for leading a Technology Operations department to ensure it meets the needs of the organization. The core focus of this role is leading the Technology Service Delivery function, the team responsible for L1 and L2 support across Retail and Corporate Technology. Empowering a unified, high-performing service desk that scales with the organization.

You are responsible for understanding and balancing the demands on the department by connecting with department leadership and the departments that depend on us. You build a department strategy that aligns with department goals, break that strategy into projects for your team, and deliver on those projects effectively. You create a department culture of effectiveness, collaboration, and professional development. You take ownership and pride in the services and tools you deliver to the company and equip your team to evolve and improve those offerings as demands evolve.

This role combines hands-on involvement with people leadership and connect with stakeholders across an exciting organization to empower them with the technology they need.

This role is based out of our North Vancouver office and is open to hybrid remote work. Candidates must be eligible to work in Canada.

Meet Your Future Team

The Technology Operations department at Arc’teryx is dedicated to delivering a seamless and enterprise-level technology experience for users across our organization, no matter their role. By providing intuitive and reliable equipment, connectivity, software, and support, we empower professionals to focus on excelling in their craft. Our team ensures that employees have access to the devices, productivity tools, and connectivity solutions they need, whether they’re working in our offices or remotely across the globe. We are committed to developing tailored support solutions to meet the unique needs of our diverse workforce.

If you were in the Manager, Technology Operations, Service Desk role now, here are some of the core activities you would be doing:

• Managing the Technology Service Delivery model - leading L1 and L2 support across Retail and Corporate Technology to deliver a consistent, premium service experience for Arc'teryx employees
• Leading senior technical team members, and team leads, and specialized staff members, including guiding their careers, managing their performance, and coordinating their efforts
• Understanding the evolving demands on the systems and services your team provides, investigating systems and processes to address those demands, and executing projects to implement those solutions
• Collaborating with other operations teams to address common challenges and projects, and integrate workflows as appropriate
• Monitoring team performance KPIs and tracking solution effectiveness against enterprise-appropriate SLAs
• Organizing team efforts within the department project delivery framework, and ensuring coordination of those projects alongside relevant departments
• Building and owning your department budget to ensure funding is used efficiently and effectively to meet our company objectives
• Managing technology hardware inventory and procurement for Retail and Corporate users and overseeing the timely ordering and replacement of equipment through established procurement processes, maintaining accurate asset records
• Informing, creating, and socializing best practices, department codes of conduct, incident response plans, and other documentation core to department functionality
• Engaging with Amer Sports IT counterparts to leverage support materials, standards, and documentation while adapting them to reflect Arc'teryx's brand
• Taking a hands-on leadership approach by stepping in alongside the team during high-demand periods, troubleshooting complex issues, and providing direct support to ensure continuity of service and team success under pressure

Here are some of the things you could be working on in the future

• Evolving the Technology Service Delivery model as the organization grows with programs such as regional support, executive support, and increasing service user experiences
• Expanding the Service Delivery model to incorporate emerging support domains — including eCommerce channels and guest-facing applications
• Working with solution vendors, industry peers, and department leadership to monitor industry trends and changes, and integrating appropriate changes into our long-term strategy
• Seeking out tasks and requests that create disproportionate demand on department capacity, and make appropriate changes to reduce their impact
• Redeveloping existing solutions to work for broader audiences to support our evolution as a global enterprise

Are you our next Manager, Service Desk?

• You have 5+ years in support technology with 3+ years of formal people leadership experience in a service desk domain
• You have experience leading service desk operations in a multi-site enterprise environment
• You have experience in retail technology support across multiple time zones
• You have communication skills to understand the needs of the departments that depend on us, as well as the listening skills to understand the needs of your team
• You have hands-on scripting experience with PowerShell and/or ScriptRunner for Jira to automate service desk workflows, reporting, and integrations across enterprise toolsets
• Familiarity with ITIL or a similar service management framework is an asset, you understand incident, request, and problem management practices and can apply them pragmatically in a fast-moving environment
• You can track complex budgets, projects, and key performance indicators to inform stakeholders and deliver success
• You can balance the demands of day-to-day operations with the important tasks of team leadership and development
• You have hands-on experience with service desk platforms such as Jira Service Management, ServiceNow
• You can proactively identify opportunities, and enact change in a way that delivers value and includes your team in that success
• You can adjust your plans to react to changing needs, and develop a team culture that is able to respond to those changing needs effectively
• You truly believe in the potential of technology to be a force multiplier for your colleagues and are excited to see the results of providing these tools to the people around you
• You are able guide the creation of clear documentation, as well as set expectations with your team to follow documented procedures and update the documentation as solutions evolve
• You work well under tight deadlines and surges in demand for your time while maintaining a collaborative attitude and maintaining the quality of your work.
• Your passion for your work is paralleled by your passion for getting outside and living…