The Manager, Global IT HelpDesk is primarily responsible to oversee timely delivery of quality technical support service to clients and to monitor our multi-
platform environment ensuring all scheduled daily activities and reporting are completed successfully.
Excellent resources management skills are required to manage and direct the Global Service team. This role includes establishing and reviewing IT service delivery processes, procedures & documentation.
Other key elements will be to establish measurement criteria for the teams, and ensure the continued development of the team's progress to maintain best practices in IT service delivery.
Key Areas of Responsibility
Global HelpDesk activities execution, planning and measurement
responsible for delivering high-quality end-user services on a 7 / 24 / 365 basis,
Administer the entire Incident Management processes and ensure timely resolution to incidents and service requests
Manage third-party IT Support vendor relationships and ensure processes are adhered too
Ensure all daily IT operational monitoring activities are actioned
Manage and evolve the IT Support Service Management tools sets
Maintain a problem management database and follows up with assigned personnel to ensure timely resolution of problems and thorough root cause analysis are performed
Lead Global initiatives to drive continuous IT Support process improvements
Define and implement Global HelpDesk related policies, procedures, and best practices
Maintains a Global staff scheduling to ensure Help Desk 7 / 24 coverage and on-call support as required.
Ensure that daily, weekly, and monthly statistics, status reports are completed within established timeframes.
IT Operations activities execution, planning and measurement
Ensure 24 / 7 monitoring of all Gildan computing platforms.
Ensure all Service Level commitments and processing deadlines are always achieved
Create and maintain documentation, master schedules and all inter-dependencies of all scheduled activities
Manage, own and continuously evolve the IT escalation and alert notifications processes
Lead the communication process during critical issues to all appropriate stakeholders
Manages Global team including performance evaluations, establishing career progressions opportunities, training requirements
Ensure Supervisory around-the-clock coverage for all related support issues and escalation
Accurately and continuously shares all pertinent information to all members of the team on key projects, initiatives and / or on-going issues
Reports to the Director, Global IT Procurement & Service Desk
Close working relationship with the Global IT Infrastructure & IT Security management team
Close working relationship with all Global IT Managers and Directors
Close working relationship with all regional IT Support delivery teams
Profile & Core Competencies
Bachelors’ Degree in Information Technology or Information Systems or a related field;
10 or more years in IT, with at least five years’ experience in an IT Help Desk Manager role
Developed and maintained an effective IT service delivery model
Demonstrated leadership and organizational skills, in a cross-cultural environment
In-depth understanding of the IT Service Delivery model and IT asset management
Experienced in IT SOX controls and in annual audits processes & procedures
Knowledge and understanding around financial management and contracts.
Excellent communication skills, in both French and English (spoken & written); knowledge of Spanish is considered an asset
Excellent interpersonal communications and presentation skills at the senior executive level
Team work and oriented to internal customer service.
ITIL certification considered an asset.
Focus on details, process-oriented and analytical.
Available to travel as required (3-4 times / year)