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Manager, Desktop Support

 

Aurora Cannabis is looking for a Manager, Desktop Support to join our Information Services team in the fast-paced cannabis industry.  The successful applicant will be detail oriented, highly innovative, and enjoys working in a fast-paced team environment. They will manage a team of highly talented desktop support leads who are responsible for supporting end-users at all Aurora facilities and offices across Canada. The manager will need to build strong relationships with the Aurora user community and strive to exceed client expectations – always with a positive attitude.

 

RESPONSIBILITIES:

 

  • Provide leadership and direction to the team that analyzes and resolves a wide variety of technical issues from desktops, infrastructure, to large business systems
  • Measure customer satisfaction and report to the Director, IS Operations and work closely with other members of the IS senior leadership team.
  • Assist in the development and maintenance of service desk processes, including but not limited to beginning of service, end of service, and all ITIL processes 
  • Act as a senior technical resource and escalation point for front-line IT Support resources
  • Provide operational and process-related analysis and support
  • Develops, manages, and controls departmental expenditures against the operating expense and capital budgets.

 

SKILLS REQUIRED:

 

  • Strong management and relationship building skills
  • Ability to work with limited supervision
  • Excellent communication skills (oral, written, and presentation)
  • Proven ability to work collaboratively in a team environment and collaborate on projects
  • Strong analytical, troubleshooting, and technical skills
  • Demonstrated ability to quickly adapt; maintain focus and a high degree of accuracy while working in a complex environment with ever-changing deadlines, priorities and requirements
  • Exceptional customer service skills and proven ability to provide a high-level of customer satisfaction
  • Advanced experience in computer imaging and software packaging and deployment
  • Advanced experience with the suite of O365 applications
  • Manage mobile devices (iPhone and Android)
  • Perform user and security group administration using Active Directory
  • Work with key business stakeholders to define operational SLAs
  • Work with enterprise ticketing systems such as ServiceNow
  • Strong background in Windows and/or Mac operating systems environment
  • Strong understanding of application maintenance and troubleshooting application issues
  • Ability to troubleshoot network connectivity issues and has basic LAN Administration knowledge
  • Ability to travel is required

 

EDUCATION & EXPERIENCE:

 

  • Bachelor’s degree or diploma in computer science or information technology
  • 10+ years of experience in the IT industry
  • 7+ years managing teams (local and remote) in large enterprise environments
  • 5+ years of experience with service desk software and processes
  • 5+ years of experience working on IT projects
  • 3+ years working with the Microsoft O365 suite of tools
  • Experience building and adhering to operational process using frameworks such as ITIL or COBIT.
  • Experience working on an enterprise service desk and/or desktop team
  • Experience with projects involving multi-disciplinary teams operating in a fast-paced, innovation driven environment.
  • Experience building an operating budget in large organization
  • Knowledge of the emerging cannabis industry would be considered an asset.
  • Proven ability to manage teams working in multiple locations
  • Proven ability to motivate and keep team highly engaged

 

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