What You'll Do As an IT Service Desk Manager, you will oversee the support operations for both our stores and corporate workers, ensuring that all IT-related issues are resolved promptly and efficiently. You will lead a team of skilled service desk technicians, providing guidance and support to ensure a high level of customer satisfaction. Your role will involve coordinating with other IT departments to implement best practices and improve service delivery, as well as managing escalations and ensuring that service level agreements (SLAs) are met. In this role, you will also be responsible for developing and implementing support policies and procedures, driving continuous improvement initiatives, and fostering a culture of excellence within the service desk team. You will play a key role in strategic planning and project management, contributing to the overall success of the IT department. Additionally, you will be accountable for continuously improving the end user experience, ensuring that all interactions with the service desk are positive and efficient. You will also be required to drive cost reduction through automation where possible. Role Requirements + 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 + 5+ years’ experience in a technology environment with progressive leadership roles + Ability to exercise effective independent judgment to deliver business results in a fast-moving, high-pressure environment with competing priorities + Strong interpersonal, communication and influencing skills to build credibility and collaboration, including developing effective cross-organizational and vendor relationships + Ability to inspire and coach technical teams to reach their full potential + Comfortable using data to inform decision-making process and ability to translate business objectives into technical solutions + Top candidates will have knowledge of retail and/or banking and/or automotive applications and related hardware platforms, ITIL operations support best practices, and cybersecurity experience Hybrid We value flexibility. We have adopted a hybrid work model whereby employees use a combination of working in office and virtually in service of outcomes. Each leader is empowered to decide what work is best achieved in person based on the unique needs of their team. 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.