Helpdesk Manager - Hybrid

Advantages
Our team members have access to:

Defined-benefit pension plan;
Firm-paid health and dental benefits;
Health spending account;
Personal spending account (wellness);
Time for you:
Including vacation, personal and sick days.
Balancing life:
Work from home / Flex work options available for many team members.
Our Team - we can't say enough about our people! You will be part of a collaborative, collegial, respectful and caring team; and,
Have the opportunity to participate in a variety of teams including Collective Social Responsibility, Wellness, Diversity, Equity & Inclusion, Special Events and so many more!

Responsibilities
As a Helpdesk Manager, you will:

Providing coaching, supporting and guidance to team members while fostering professional growth;
Assigning team priorities and managing schedules for coverage;
Implementing processes for incident and request management in line with ITIL v3 standards;
Enhancing knowledgebase documentation for consistent issue resolution;
Identifying improvement opportunities and analyzing client issues to continually enhance client service;
Tracking metrics to measure team effectiveness and efficiency;
Managing vendor relationships and ensuring hardware and software compliance; and,
Must be available for occasional after-hours work; travel within the Atlantic Provinces will be required on a quarterly basis.

Qualifications
Bachelor's degree in Computer Science, Information Technology, or a recognized post-secondary technical diploma in a related field;
Minimum of eight (8) years of related IT experience including business/client support and team leadership;
Knowledge of automation technologies such as PowerShell, Power Automate or Boomi;
ITIL v3 Foundation Certification;
Extensive experience with core software applications, Microsoft 365 Office Applications, including Microsoft Teams, and iManage Work considered an asset;
Excellent problem-solving skills and attention to detail;
Strong communication and collaboration abilities including presentations to clients and senior business and technical members; and,
Ability to manage expectations with peer teams and clients and handle high-pressure situations with tight deadlines.

Summary
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Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.