Information Technology Help Desk Manager

Apr 24
By | Jobs
Information Technology Help Desk Manager

Gateway Services is Canada's first accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.
Please visit Gateway Services Inc. to learn more about us.

LOCATION: Guelph, Ontario (Hybrid role)

The IT Helpdesk Manager, reporting into the Director IT Operations, is responsible for effectively managing end-user expectations, setting the organizational standard for IT support engagement, and serving as a communication channel between Team Members and the IT organization.

– Effectively manage, develop, and train the Helpdesk team.
– Ensure that all processes used by the service desk are thoroughly documented, continuously audited, and improved.
– Conduct and share results from service and operation performance reviews.
– Promote the service desk with senior management and work to ensure that its business value is understood.
– Coordinate and manage all relevant stakeholders, including the Helpdesk team, Team Members, and other teams that involved in the Helpdesk operations.
– Manage the cost of running the Helpdesk operation.
– Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
– Establish and implement ITIL standards.
– Escalation and resolution of software issues to the information systems/development team.

– Escalation and resolution of third-party software or systems issues by the support team.

– Collect feedback to determine patterns and issues to find resolutions or provide the Team Member FAQ to ease in troubleshooting.

– Develop and maintain a technical support and knowledge base.

– Maintain departmental staffing by recruiting, selecting, training and developing personal growth opportunities.

– Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.

– Minimum five years of professional or technical experience in IT with a strong background in all aspects of customer service.

– Minimum two years of management experience that demonstrates proficiency in leadership techniques and management of resources.
– Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365.
– Demonstrated experience (use, administration, and configuration/development) with ServiceNow ITSM platform.
– Experience with computer security systems, password, networking and file protection protocols.

Skills & Abilities 
– Ability to balance and plan the short-term actions of the team to meet SLAs and service growth.
– Knowledge and demonstrable understanding of best practices for service management.
– Strong communication skills, including the ability to be influential and persuasive with stakeholders.
– Ability to communicate and give instructions to a non-technical audience.
– Customer-service oriented with a problem-solving attitude.
– Time management skills with the ability to prioritize multiple responsibilities.

– Prolonged period sitting at a desk and working on a computer.

The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams – people you can be proud to work with!


People First
Exceed Expectations
(HIT) Honesty, Integrity, Trust
Be Passionate and Caring
Continuously Improve

Competitive Pay
Medical, Vision & Dental Insurance
Potential for Career Growth
Employee Assistance Program
Paid Holidays & Time Off
A Sense of Community
Great Hearts & Minds Scholarship Program 
Gateway Tuition Reimbursement Program

Gateway Services Inc. and our brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees are our greatest asset and each employee's cultural differences, life experiences, self-expression, and unique capabilities are what build our company culture and success. If you require accommodation due to disability during any stage of the recruitment process, please notify Human Resources at

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