Description
Automotive glass technology is helping transform how we experience the road. At Belron Canada, the home office of Speedy Glass, Lebeau vitres d’auto and Vanfax we take this seriously, which is why we invest tirelessly on developing our people can realize their full potential.
We welcome applications from everyone, and are firmly committed to diversity, equity and inclusion in the workplace, and take pride in ensuring every member of our team feels empowered.
The incumbent of this position is responsible for managing a Level 1 IT Help Desk, a Level 2 User Support team, as well as the IT Procurement and Service Request Management department. To this end, the resource is responsible for maintaining a high level of customer satisfaction and ensuring the evolution and continuous improvement of the service.
In close collaboration with all stakeholders, including IT teams, business lines, external partners, he is also responsible for the delivery of our IT management services. Responsibility for coordinating all office automation activities, as well as managing the entire company's workstations.
Finally, he is also responsible for the operational excellence of his sector with regard to the management of our personnel, our operational processes, and the document management of the services under his responsibility.
Responsibilities
- Supervise the IT Technical Assistance Center, including Levels 1 and 2 as well as IT Procurement and Service Request Management, to ensure operational support for all IT requests, incidents and problems. the company;
- Structured and rigorous management of our outsourcing partners and managed services, including constant monitoring of contractual obligations and metrics, a recurring meeting cadence, and a regularly monitored meeting register. Emphasis on the evolution and continuous improvement of these services.
- Ensure compliance with service levels and evaluate calls and tickets in order to maintain a high level of customer satisfaction as well as supervise the ticket lines of IT Technical Assistance Center technicians;
- Hire, manage the performance of your team members. Create and ensure an environment that promotes employee engagement and collaboration. Establish training, succession and employee transition plans.
- Ensure the high performance and maturity of our IT management services (ITSM), including the management of incidents, major incidents, changes, problems, and requests. Maintain up-to-date documentation of these processes for compliance purposes.
- Ensure outstanding management of major incidents, in partnership with our Major Incident Manager. Ensure management of major incidents (P1 and P2), including application and IT security incidents, ensure communication according to established protocols until the incident is resolved, achieve an expeditious resolution.
- Following any major incident, ensure support for the problem management process, including a complete assessment for any incident having an impact on production environments (chronology, root cause, fixes, lessons, etc.). Follow up until the case is closed to avoid any future recurrence.
- Management of the non-standard requests (NSSR) process, including stakeholder management.
- In collaboration with other teams in your sector, coordinate the transition of IT projects to the IT Service Center (T2O).
- Management of software and hardware inventory for the entire fleet of workstations as well as spare hardware; ensure the team follows the reassignment process
- Identify, explore, and propose opportunities to introduce automation and orchestration of our services to reduce our operational costs
- Prepare and analyze the various management reports such as the dashboard and monthly statistics; monitors developments in the sector to ensure optimization.
- Emphasis on trend management and the launch of initiatives aimed at continuous improvement, including significant volume reductions or efficiencies leading to savings.
- Ensure monitoring and control of sector documentation, including a knowledge base covering our operational needs.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
- ITIL (Information Technology Infrastructure Library) certification or equivalent is strongly preferred.
- Minimum 7 years of experience in IT support services, including managing Level 1 and Level 2 support teams.
- Experience in coordinating major incidents and IT service management processes, including incident, problem, and change management.
- Excellent problem-solving skills and the ability to remain calm under pressure.
- Excellent verbal and written communication skills for effective interaction with technical and non-technical stakeholders.
- Strong customer service orientation and a commitment to improving user satisfaction.
- Flexibility to adapt to changing business needs and technology trends.
We believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.
Belron Canada is an integral part of the Belron International family, a global leader in auto glass repair and replacement, and forward-facing digital camera calibration. Belron Canada alone operates 325+ service centres, 2 distribution centres and 26 warehouses across 10 provinces, and is home to over 1,200 employees.
Our pursuit of excellence commits us to providing sustainable world-class care for our communities and the climate.
If you value your career as we value our employees and our customers, there’s no better time to join Belron Canada and #BringOutYourBest with us!
