Role Purpose

Own the reliability, responsiveness, and quality of RIMEX’s day-to-day IT services worldwide. Lead the service desk and field support, keep endpoints compliant and protected, manage identity and access, coordinate networks/telephony/CCTV, and drive ITIL practices (Incident/Request/Change/Problem/Asset). This role frees the Director to concentrate on enterprise cybersecurity, modernization, and TyreSense technology roadmap.

Key activities:

The key activities and areas of responsibility:

World-class service operations: Stabilize SLAs (response, resolution), reduce backlog/MTTR, and lift CSAT across regions. Ticketing is centralized via our help desk portal.
Endpoint health at scale: Raise patch compliance and device compliance; standardize imaging, joining, and policy baselines for Windows and mobile.
Identity & access hygiene: Tighten joiner/mover/leaver execution with HR and regional managers; eliminate stale access and unused shared mailboxes.
Resilient sites & branches: Stand up and maintain branch kits (network, Wi‑Fi, firewalls, phones, printers, CCTV) for new or expanding sites.
Telephony & collaboration: Keep VOIP provisioning and changes flowing quickly and accurately, with approvals routed to the right stakeholders.
Security operations partnership: Ensure endpoint protection coverage and enforce security policies and password‑manager adoption; provide audit‑ready operations evidence.
Policy implementation: Operationalize controls and access procedures in line with regional laws and RIMEX policies.
Program support: Provide operations support to ERP and TyreSense integration work (access, environments, device/app readiness, cutovers).

Working Model

Hybrid with regional flexibility; support a global footprint and occasional after‑hours for cross‑time‑zone changes; limited travel for branch builds and audits.

Education and Training

Completion of IT-related post-secondary certificate or diploma program
IT related training or certifications
Advanced certifications and/or university degree considered an asset

Technical Skills

Service leadership & people management:

Lead the global IT service desk and field support; coach analysts, manage schedules/on‑call, and handle escalations.
Establish and run ITIL processes (Incident/Request/Change/Problem) and asset lifecycle. Drive SOPs and knowledge base quality.

Endpoint, identity, and collaboration:

Own varies of OS deployment standards, patching cadence, device compliance, and secure configuration baselines.
Manage identity & access, shared resources, and mailbox health; reduce generic mailboxes and mailbox quota issues.

Network, telephony, and site technology:

Coordinate branch networks (switching/Wi‑Fi) and firewalls; stage ‘branch‑in‑a‑box’ kits for new locations and expansions.
Administer VOIP numbers, users, and devices under business approvals and cost controls
Oversee printers/MFDs and secure printing posture with reporting (not per‑job approvals) to control cost without friction.
Coordinate CCTV rollout/maintenance and ensure footage access is restricted per policy.

Security & compliance collaboration:

Partner with security on endpoint protection coverage, vulnerability/patch cadence, and evidence generation for audits.
Enforce acceptable‑use practices and support regional legal/policy adherence in daily operations

Vendor, tooling & cost management:

Administer help desk/ticketing licenses and vendor access; track utilization and recommend pruning or reallocations to control spend.
Coordinate quotes, POs, and logistics with suppliers for site builds and replacements; keep stakeholders CC’d by location.

Projects & enablement:

Provide the operational spine for ERP transformation and TyreSense program work: access, device readiness, user onboarding, and environment logistics across time zones.
Support training/rollouts (e.g. device constraints for specialized tooling).

Success Metrics (Examples):

First‑response and resolution SLAs by priority met

95%; backlog <10% of monthly volume. Patch compliance 95% within SLA; device compliance
95%. Endpoint protection coverage
99%; zero critical coverage gaps. Onboarding lead time 5 business days from approved request; leaver access removal
24 hours.
Site readiness: new/expanded branches delivered to run‑book standard on time Ticket CSAT
4.6/5 across regions.

Qualifications

Must‑have

3-5+ years in IT operations with 1+ years leading a service desk or field support team in a multi‑site environment.
Hands‑on depth with modern endpoint management, identity, and collaboration (Identity, mobile management, patching, imaging).
Practical network/firewall/Wi‑Fi, printers/MFDs, and cloud telephony administration in production settings.
Proven ITIL process execution and KPI ownership.
Strong stakeholder communication across operations, HR, finance, and regional branch leadership.

Nice‑to‑have

Exposure to endpoint protection platforms and working with security counterparts.
Experience supporting ERP programs and/or product/OT integrations.

Career Attributes

In combination with excellent technical skills, team members demonstrate the following attributes:

An excellent problem solver
Practices an attitude of professionalism, working as a team member and providing excellent customer service
Takes ownership of assigned work, completing tasks thoroughly and efficiently
Ability to take on projects through to completion
Thrives on helping people resolve technical issues
Understands and values best practices and standards
Follows established procedures and methodologies
Embraces new and advanced challenges
Committed to professional development
Reliable and motivated when working independently
Proactive and readily takes initiative
Demonstrates sound judgment and makes good decisions
Has strong written and oral English communication skills

Work Environment

Standard office setting with frequent access to an industrial environment
Available to work irregular hours when required
Occasional travel to branches in Canada & USA as required
Vehicle and valid drivers’ license required

Benefits

Great company culture
Family owned with Family values
RRSP Program
Performance Incentive Program
Competitive wages
Company paid events
Gift cards
Extended health coverage
Dental & Vision care
Travel Medical insurance
Employee assistance program
Life Insurance / Accidental Death
Health Care Spending Account

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