Manager, IT Services - Remote Eligible

Manager, IT Services

Reporting to the Director of Information Technology, the Manager, IT Services will oversee the delivery, performance, and continuous improvement of IT services within the organization. This role will lead and manage a team of internal service desk staff and external service providers to provide IT Support to the Spark Power Employee base in North America. The Manager, IT Services, will assist the Director of Information Technology in creating and maintaining the IT service management operating policies. The Manager will promote and ensure the team's understanding and compliance with operational, security, and governance processes within the organization and the IT Service Management function.

What will you do as a Manager, IT Services?

• Manage and lead the planning, implementation, and delivery of IT services
• Oversee detailed investigations of incidents to evaluate root causes and ensure implementation of intentional and value-added remediation plans
• Manage a team of internal staff and external service providers to provide IT Support and escalation as required
• Participate and assist in the development of policies, processes and procedures in support of IT services
• Manage and maintain the IT Service Management Platform
• Build, review and maintain the Spark Power Knowledge Base documentations and promote the teams' usage
• Review and maintain new hire Onboarding and Offboarding procedures
• Act as a point of contact with third-party vendors and service providers
• Promote awareness and compliance to data protection and cybersecurity best practices across the organization
• Provide after-hours support as required for high priority incidents and issues
• Foster a strong working relationship with other teams in the organization
• Appropriately plan and ensure coverage on the service desk per SLA as defined
• Produce monthly IT support KPIs and ticket trend reporting to leadership
• Implement continuous improvements related to IT Services that can better support the organization
• Provide mentorship, training, and performance evaluations for team members

Spark Power Employee Benefits and Perks:

• Diverse customer base-including: industrial, commercial and institutional
• Competitive wages and commission, and bonus structure
• Excellent benefits package with flexible options and wellness spending accounts
• RRSP
• Hands-on and supportive leadership team
• Continuous training and skills improvement including Spark U and external training
• Employee referral bonus program
• Corporate discounts (hotels, travel, insurance, retail..)
• Tool Allowance
• ...much more

Do you have the Spark? Here's what we're looking for:

• Excellent interpersonal, team leadership, customer relationship and negotiation skills
• Strong analytical, verbal, and written communication skills.
• Experience with service desk tools, RMM systems, and ITSM platforms
• Experience in supporting VOIP phone system solutions
• Experience in IT ticket queue management
• Demonstrated experience troubleshooting IT services including hardware, software, and processes
• Demonstrated knowledge of laptop, mobile and portable device technologies
• Demonstrated knowledge of the Microsoft ecosystem including Autopilot and Intune
• Ability to manage budgets, small projects and cross functional coordination
• Ability to perform well under high volume conditions and provide leadership to team members to resolve issues in a timely manner
• Operate with strong attention to detail and a focus on the standard of service delivery quality
• Self-motivated with a high level of initiative and accountability
• Able to multi-task and prioritize appropriately in a fast-paced environment
• Bachelor's or post graduate degree in Computer Science, IT, business or related field.
• 8+ years in IT Service Desk, IT Operations or similar
• 2+ years of People Leadership experience
• Strong knowledge of ITIL or other IT service management frameworks

Who is Spark Power?

Spark Power is the leading independent provider of end-to-end electrical services and operations and maintenance services to the industrial, utility, and renewable asset markets in North America. We work to earn the right to be our customers' Trusted Partner in Power™. Our highly skilled and dedicated people, located in the communities we serve, combined with our knowledge of the power industry, technology expertise, and commitment to safety, ensures we deliver the right solutions that keep our customers' operations up and running today and better equipped for tomorrow.

Spark Power welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.