Who is Grand & Toy?

We provide solutions which maximize efficiency, safety, and productivity for our customers wherever they work. We are one of the largest Canadian B2B solution providers for different lines of business including technology, facilities, safety supplies, furniture, and more. We have our own Canada wide integrated supply chain, and we partner with leading suppliers to make sure our customers get the best solutions backed by our brand.

The IT team at Grand & Toy provides an agile, customer-centric, innovative, and exciting place to work for professionals who want to make a difference, challenge the norm, develop themselves, and enable transformation. Our culture is grounded on 5Cs: Customer, Creativity, Caring, Commitment and Change.

We seek teammates who deliver value, who see opportunity where others don’t, who truly put the customer first and help solve their problems. So, if this quick overview caught your attention, read on…

About the role

We are looking for an individual with a proven track record in managing a service desk and field support resources. With strong people management, problem solving and technical skills, you can inspire and enable our employees to achieve a new level of productivity through their workplace technology toolkit.

This is a hands-on role, reporting to the Director, I&O and manage a team of 4 employees plus outsourced partners. The team is collectively responsible for supporting, deploying, managing, and ensuring the smooth operations of end user technology across each of our Canadian locations.

What you get to do

Plan, organize, direct and prioritize the work of a team of support analysts. Develop and grow the people in your team. Develop and maintain Internal SLA/SLOs, knowledgebase and SOPs.
Lead the team with technical skills and expertise including hands-on execution. Manage escalation of support incidents to the infrastructure team and assist in problem solving
Lead metrics and reporting initiative for the overall Service Desk team to ensure customer results are reviewed/published/actioned. Maintain Metrics on incident, productivity gains.
Accountable to lead, mentor, coach and ensures results, set priorities and resources to align with daily/weekly volumes.
Manage the onboarding, offboarding and security compliance for our 3rd party vendors supporting end-user technologies.
Stay abreast of Service Desk advancements. Maintain current knowledge in broad areas of computer and information technology.
Contribute to IT security awareness program implementation and delivery.
Project Manager on special projects supporting our end user community.
Ensure systems and processes align with corporate PCI & SOX security compliance objectives.
Participate in disaster recovery planning and execution.
Reconcile periodic reporting of associates and their access rights

What you bring to the role:

Post-secondary degree/diploma in IT or related fieldand equivalent technical support industry experience.
Strong Organizational Skills and Task Reporting
Knowledge of Incident Tracking Systems
Fundamental IT technical troubleshooting
Ability to mentor, coach technical staff in new processes and technology
2+ years managing a technical team
ITIL Certification / PMP Certification are assets
Excellent verbal and written communication skills.
Microsoft Windows 7/10 desktop management
Windows Server Administration/ System Patching and Reporting
Project and Task Management Experience

To excel in this role, you’re a “hands-on” people and project manager. Do you enjoy coaching and developing teams? Are you curious about new technologies that will improve workplace productivity? Have you deployed end-user technologies? Tell us about yourself – wow us with your story.

What we offer you:

An opportunity to play a critical role in our family.
An opportunity to join a team that is going places, delivering new and exciting technology, transforming a company.
A culture that is actively committed to innovation and challenging the status quo.
Cool digs. Check it out for yourself here.
Health benefits coverage, employer matched retirement savings plans, employee discount programs.
Be part of a company that gives back to the community

Grand & Toy offers competitive compensation and benefits packages based on education and experience. We proudly provide comprehensive training for all new associates, along with incentives such as our associate/corporate discounts and rewards programs for management positions. We celebrate employment equity and diversity. We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs.

Grand & Toy

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