Chef, Centre de Soutien TI / Manager, IT Service Desk

January 11 2022
Industries Agriculture, Forestry, Fishing, Hunting
Categories Call Center manager, Executive, CTO, Help Desk, Information Technology, Installation, Maintenance, Repair
Montreal, QC • Remote


Position title: Manager, IT Service Desk

Location: Montreal

Reports to: Senior Manager, IT Infrastructure Service Delivery

Domtar is a leading provider of a wide variety of fiber-based products including communication, specialty and packaging papers, market pulp and air laid nonwovens. Domtar’s principal executive office is in Fort Mill, South Carolina and Domtar is part of the Paper Excellence group of companies.

With approximately 6,000 employees serving more than 50 countries around the world, Domtar is driven by a commitment to turn sustainable wood fiber into useful products that people rely on every day. Through our values of agility, caring and innovation, we constantly find better ways to serve our customers, support our employees and strengthen our communities.

The IT Service Desk provides to the employees a unique point of contact for all incidents and service requests. It aims to be a trusted IT partner to provide a quality customer experience and an accurate and timely resolution. Working closely with other IT teams, the Service Desk enables users of IT services to successfully perform their daily tasks.

Reporting to the Senior Manager, IT Infrastructure Service Delivery, you will lead a team of technical resources responsible for Service Desk operations, efficiency, and quality of service. You will be responsible for delivering effective team management, employee development, and coaching, to ensure Service Desk performance goals and commitments are met and employees continually grow their skills. You will also be responsible for driving service evolution and cost effectiveness, including building and maintaining close relationships with key business stakeholders to define, develop, and evolve Service Desk processes, strategies, and roadmaps for continuous improvement and service evolution.

Job Responsibilities/Accountabilities:

  • Manage and lead a team of IT Service Desk professionals, through:
    • effective recruiting & onboarding;
    • ongoing talent development and career-pathing, coaching, and performance management;
    • inspiring collaboration and creativity of ideas;
    • mentoring staff, particularly the Senior Analysts towards future leadership roles;
    • ensuring all staff acquire the technical knowledge and have access to accurate and up-to-date Knowledge Base information

  • Ensure effectiveness and high quality of service of the Service Desk by leading the team to:
    • Deliver quality support to meet customer needs/expectations & aligned with service requirements;
    • Identify and prioritize incoming work requests to deliver against SLA’s and response commitments;
    • Seek and identify service improvement opportunities raised through daily operations;
    • Actively manage and improve current workflows, incident response, and problem management;
    • Lead efforts to diagnose and resolve complex service issues, identify key risks and mitigation strategies, and actively participate in problem resolution;
    • Ensure IT processes are understood and adhered to;
    • Provide KPI metrics, analyze workflows & identify trends that drive up tickets/contact volumes;
    • Put the necessary controls in place to meet Audit requirements and achieve service levels.

  • Ensure Service Desk committed response times and business/customer needs are continually met by:
    • Continuously evaluating and adapting schedules and work assignments to align with customer contact patterns, ticket volumes, and ad hoc projects needs;
    • Monitoring work and evaluating & reporting on key metrics, including service level, cost, response time, and other relevant KPI’s;
    • Establishing and maintaining a customer and business partner feedback mechanism to continuously evaluate and align Service Desk performance against needs and expectations.

  • Deliver continuous improvement and support implementation of new projects by:
    • Leading an improvement program to improve the Service Desk performance, maximizing staffing and budget allocations to deliver optimal service levels;
    • Identifying and proposing new opportunities in technologies, service, and process improvements, as well as cost reductions and productivity improvements;
    • Ensuring effective Service Desk participation in new projects or improvement activities to make sure new solutions being developed/deployed will be efficiently and effectively supportable by the Service Desk in the current state and for the foreseeable future.

Key Skills:

  • You demonstrate great leadership and coaching skills;
  • You are able to handle stressful situations;
  • You are result-oriented and able to deliver on improvement and strategic actions;
  • You have strong communication skills and presentation skills;
  • You are recognized as being able to manage critical circumstances and to ensure the business requirements will be met.

Professional Experience/Qualifications:

  • You hold a Bachelor or College’s Degree in Computer Sciences or equivalent coupled with a minimum of 5 years of experience in IT management, preferably some experience in a Service Desk environment;
  • You have a good understanding of the ITIL processes;
  • Spoken and written, English & French is essential.

You must successfully complete a selection process that includes interviews, aptitude tests (for some positions) and reference verification.

Domtar is an equal opportunity employer. We invite women, Aboriginal peoples, persons with disabilities and members of visible minorities to apply.

Our offer:

  • A downtown location (Place-des-Arts metro)
  • Alternative Work Arrangements; hybrid remote work and flextime;
  • A modern, spacious and dynamic environment;
  • Competitive compensation, including annual bonus plan;
  • An extended flexible insurance plan (life, medical, dental);
  • An employee assistance program;
  • A pension plan with matching company contributions to help make planning for your retirement easy;
  • Employer-paid development and continuing education;
  • A childcare Centre on location.

Apply now!