Job Description
Take on a leadership role in IT operations with Rates.ca in Welland, Ontario, while traveling to Toronto as needed. Your expertise in IT service quality and incident management will be pivotal.
In the role of Senior Manager, you'll spearhead initiatives that ensure the functionality and reliability of IT services. This position requires strong foundational knowledge in incident response, the implementation of ITIL processes, and a commitment to operational improvement. You will lead the Help Desk, coordinate major incidents, and leverage technology, including AI, to streamline operations.
Key Responsibilities:
• Own all aspects of Help Desk services and access management
• Define, publish, and manage service catalogues
• Lead incident triage and command for major incidents
• Champion SLAs and monitor compliance across services
• Establish and maintain ITIL practices and KPIs
Requirements:
• Over 7 years in IT support or related operational fields
• Direct ...
In the role of Senior Manager, you'll spearhead initiatives that ensure the functionality and reliability of IT services. This position requires strong foundational knowledge in incident response, the implementation of ITIL processes, and a commitment to operational improvement. You will lead the Help Desk, coordinate major incidents, and leverage technology, including AI, to streamline operations.
Key Responsibilities:
• Own all aspects of Help Desk services and access management
• Define, publish, and manage service catalogues
• Lead incident triage and command for major incidents
• Champion SLAs and monitor compliance across services
• Establish and maintain ITIL practices and KPIs
Requirements:
• Over 7 years in IT support or related operational fields
• Direct ...
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