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