What You'll Do As a Deskside Support Manager, you will lead a team of skilled support technicians to ensure the smooth operation of our IT infrastructure. You will be responsible for overseeing the day-to-day activities of the deskside support team, ensuring that all technical issues are resolved promptly and efficiently. Your role will involve coordinating with other IT departments to implement and maintain best practices, as well as providing strategic direction to enhance the overall user experience. In this role, you will also be tasked with developing and implementing support policies and procedures, managing escalations, and ensuring that service level agreements (SLAs) are met. You will play a key role in driving continuous improvement initiatives and fostering a culture of excellence within the support team. Additionally, you will be responsible for endpoint deployment and mobility, with experience in Bring Your Own Device (BYOD) being an asset. + Proven experience in an IT service desk or IT management role + Strong leadership and team management skills + Excellent problem-solving and troubleshooting abilities + Ability to manage multiple priorities and work under pressure + Strong communication and interpersonal skills + Experience with ITIL or other IT service management frameworks + Knowledge of hardware and software troubleshooting techniques + Ability to develop and implement support policies and procedures + Experience with managing escalations and ensuring SLAs are met + Commitment to continuous improvement and fostering a culture of excellence + Experience in supporting both retail stores and corporate environments + Ability to drive cost reduction through automation + Modernize and evolve the End User Support Model What you bring + Proven experience in a deskside support or IT management roles + Strong leadership and team management skills + Excellent problem-solving and troubleshooting abilities + Ability to manage multiple priorities and work under pressure + Strong communication and interpersonal skills + Experience with ITIL or other IT service management frameworks + Knowledge of hardware and software troubleshooting techniques + Ability to develop and implement support policies and procedures + Experience with managing escalations and ensuring SLAs are met + Commitment to continuous improvement and fostering a culture of excellence + Experience in endpoint deployment and mobility + Bring Your Own Device (BYOD) experience is an asset + Experience in software deployment + Detailed knowledge of Microsoft 365 and Intune About Us Canadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here. Our Commitment to Diversity, Inclusion and Belonging We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better. Accommodations We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.