Director Global Service Desk

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you!

Background

The global service desk director is responsible for managing and advancing the first-level service and support of end-user service requests and computing issues. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

WHAT’S IN IT FOR YOU?

• Competitive matched retirement savings program
• Competitive health and benefit plan
• The opportunity to work with a global industry leader
• Competitive salary
• The opportunity to join a continuously growing organization with a focus on Diversity and Inclusion

WHEN YOU JOIN US YOU WILL BE;

• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Be an active member of the change, release, asset, and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
• Advance the use of a knowledge repository to share information among all levels of IT service and support.
• Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity.
• Develop a strategy for leveraging social networking to capture support activities, increase business communication and help support end users.
• Perform trend analysis and develop action plans for improving service timeliness and reducing costs.
• Manage the staff of the service desk, including motivating them, hiring, and firing, writing reviews, preparing overall performance evaluations, and training. Candidates should be skilled at managing large global teams.
• Perform end-user satisfaction surveys (transactional and periodic) and develop action plans to address areas needing improvement.
• Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.
• Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
• Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures, and other external changes that could have an impact on service desk services.
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
• Prepare cost analysis, budget plans and proposals as needed.

OUR IDEAL CANDIDATE;

• Additional background investigations or probes may be conducted as part of the hiring process
• Must be a critical thinker, with strong problem-solving skills
• An elevated level of personal integrity, as well as the ability to professionally handle confidential matters and show an appropriate level of judgment and maturity
• ITIL certification will be considered an asset
• Proven troubleshooting skills
• Capacity to lead by example and develop strong personnel performance goals
• Ability to drive process improvement to continually improve service and reduce costs
• Strategic leader and builder of both vision and bridges, and able to energize the appropriate teams in the organization.
• College degree or equivalent in computer science(required)
• Adherence to IT policies and processes to ensure consistent quality of service
• Proven record of redesigning and improving service desk environments
• Knowledge of IT service desk tools and best practices
• Excellent written and verbal communication skills, interpersonal and collaborative skills, and reporting skills
• High degree of initiative, dependability, and ability to work with little supervision while being resilient to change
• Minimum of five to seven years of experience managing a global IT service and support function in an environment with over 4,000 users, multiple locations, multiple time zones, multiple languages
• A focus on customer satisfaction, with strong interpersonal skills and responsiveness

Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee's sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.

Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

IKO is a leading manufacturer of residential and commercial roofing systems operating in Canada, the United States and multiple global markets. Our 70+ years of success has been enabled by the dedication of our employees. We would welcome the opportunity to consider you for one of our great opportunities!

We respect the privacy of candidates for employment. This Privacy Notice sets forth how we will use the information we obtain when you apply for a position through this career site. If you do not consent to the terms of this Privacy Notice (https://www.iko.com/privacy-policy/) , please do not submit information to us.

Privacy Notice (https://www.iko.com/privacy-policy/)