Manager - IT Service Center

The Manager - IT Service Centre leads a team of internal IT Support Specialists that provide end-user service and equipment provisioning to the organization. This role is responsible for establishing and upholding technical support best practices while regularly evaluating the team’s productivity. The ideal candidate will have supervisory experience and the ability to troubleshoot a wide variety of technical issues. The IT Help Desk Manager will also oversee the daily operations of the IT Service Desk team, ensuring efficient and effective technical support for all end-users. This position requires strong leadership skills, technical expertise, and a commitment to providing exceptional support to internal and external stakeholders.
This opportunity has the option to be based out of Winnipeg, Edmonton, or Campbell River. This is an in-office position only.

Your contributions to the team:

• Working manager role, supervising Team Leads and providing leadership and mentoring.
• Continuously communicating with the CIO about areas for improvement.
• Troubleshooting to detect and solve technical problems and mentoring and guiding team leads.
• Proactively providing hands-on solutions.
• Supporting a wide range of technologies that support the business.
• Participating in cross-functional projects.
• Responding to user requests and providing technical guidance and timely solutions.
• Escalating unresolved issues in a timely manner.
• Deploying, upgrading, and refreshing equipment and devices.
• Ensuring continuous improvement of on-site service delivery.
• Managing support tickets and delivery SLAs.
• Coordinating support across diverse IT and business teams.
• Monitoring and analyzing help desk performance metrics to ensure service level agreements (SLAs) are met.
• Collaborating with other IT departments to resolve complex technical issues.
• Maintaining up-to-date knowledge of industry trends and technologies.
• Fostering a customer-focused culture within the service desk team.

What you need to be successful:

• Minimum 5 years of experience in user support
• Proven experience in a help desk or technical support role, with at least 3 years in a supervisory or management position
• Able to work efficiently as part of a team as well as independently
• Strong time management skills, multitasking skills and the ability to prioritize tasks with minimal supervision
• Strong technical knowledge of IT systems, software, and hardware.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze data and metrics to drive performance improvements.
• Customer service-oriented mindset with a focus on delivering high-quality support.
• Experience with Microsoft Active Directory and Office 365 administration required
• Experience with Microsoft SCCM and/or Intune considered an asset
• Experience with Ubiquiti products considered an asset

The perks:

• Employer paid extended health, vision, and dental coverage (including family)
• Employee and Family Assistance Program
• Yearly health and wellness benefit
• RPP eligibility after one year
• Employee recognition program
• In-house professional development opportunities

Why Broadstreet?

Broadstreet Properties Ltd. is a family owned and operated property management company, partnered with Seymour Pacific Developments, that manage multi-family residential communities. We are a growing organization made up of diverse team members who are motivated to continuously innovate our approach to asset management. We consider employee wellbeing a priority and are dedicated to protecting the health and safety of our teams while ensuring a workplace that is respectful of everyone.

Broadstreet Properties Ltd. practices equal opportunity hiring and onboarding processes to ensure equal access and participation for everyone. We understand that we have a responsibility for ensuring a safe, dignified, and welcoming environment and we are committed to creating an inclusive environment for all employees irrespective of race, colour, religion, sexual orientation, gender identity, or any other status protected by law. We believe in integrating people with disabilities into our workforce by removing barriers and meeting accessibility needs.