Manager, IT Service Desk

at  BURNCO LLC

BURNCO is currently looking to hire an energetic, personable, and highly capable Manager, IT Service Desk for our IT Service Desk Team within our Information Technology team. This will be an onsite role located at our Calgary, Alberta head office that will require travel to our field sites in our Canadian region, and will report directly to our Manager, IT Process & Delivery. This Role will lead the IT Support Specialists in the Canadian region, with overlap in Texas and Colorado offices as well. You will provide onsite and remote technical support to End Users ensuring timely and accurate resolution with a high level of customer satisfaction. As BURNCO’s Manager, IT Service Desk, you will also be responsible for supporting the daily operations of the organization. You will be a strong problem-solver, and have proven experience working independently, as well as within a team environment. As one of the key representatives for IT, you will gain an understanding of the systems and interfaces of our environment and operate as the representative for technology groups and policies while ensuring a high standard of customer satisfaction. In your role as a Manager, IT Service Desk, you enjoy the opportunity to build yourself a great career and experience a lot of fun, all while adding your voice in shaping BURNCO’s IT future.
In addition to the overall responsibilities mentioned, you will also be involved in:

EDUCATION/CERTIFICATIONS, QUALIFICATIONS

• A Bachelor’s degree or diploma in computer science, information technology, or related field experience or equivalent
• Certification in ITIL, A+, MCSA or similar considered an asset
• Experience with ServiceNow, or other ITSM ticketing systems
• Proven ability to provide consistent, exemplary customer service
• At least five years of experience in IT operations management
• Strong knowledge of IT processes, systems, applications, networks, and security
• Excellent communication, problem-solving, and customer first service skills
• Ability to lead, motivate, and supervise a diverse team of IT professionals
• Ability to work under pressure and handle multiple tasks and priorities
• Existing experience support Office 365
• Mobility support.
• Experience supporting Windows desktops, and desktop architecture
• Sound understanding of networking concepts

EXPERIENCE & KNOWLEDGE

• Passion for customer service, and a high standard of service delivery
• Respectful of leadership input and direction
• 2-5 years’ experience in a similar IT support role, with leadership experience preferred
• Experience with Windows imaging and deployment tools (SCCM, Intune, etc.)
• Basic networking knowledge (TCP/IP, DNS, DHCP, etc.) and experience handling wireless network setups and troubleshooting
• Strong planning, organizing and time management skills with excellent attention to detail
• Good written and oral communication skills; good interpersonal skills
• Proven analytical and problem-solving abilities
• Ability to multitask based on priority
• Extensive Knowledge of Active Directory is a must
• Request & Incident ownership
• Ability to terminate, and test copper cable
• Experience working in a team-oriented, collaborative environment
• Organizational skills as related to cable management, networking cabinets, desktop cleanliness
• Receptive to feedback

IMPORTANT: This position will require the successful candidate to:

• have and maintain a valid Driver’s License
• provide a clean Driver’s Abstract for review, if required
• provide a valid passport - ability to travel to Texas and/or Colorado and within Canada, while infrequent, may be required
• successfully pass pre-employment checks