Senior Manager, Service Desk

Opentext - The Information Company
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
The Opportunity
The Senior Manager, Service Delivery will oversee Service Desk operations within the Americas region. The team consists of Leaders and staff located in Canada, including company headquarters (Waterloo, ON) and hence this role is located at our Waterloo office.
This role provides strategic and tactical leadership to support the end-user community while ensuring the delivery of consistent quality customer service across the organization. This role demands hands-on support and technical expertise and acts as a point of contact for escalations beyond the Service Desk.
You Are Great At

• Benchmark, evaluate and flag areas of opportunities
• Build internal competency and subject matter expertise in support of key infrastructure, operations, and service deliverables
• Oversee activities within our Canadian offices to ensure timely deployment, return, refurbishment, and re-use of IT equipment. This includes monitoring inventory and usage patterns to avoid shortfall
• Event support for company sponsored events
• Team resource management - manage staff allocation (internal and external resources) to ensure appropriate staffing of projects and required skillset. Lead the interview and selection process of new team members
• Assisting in complex ticket requests, procurement of IT equipment and resolving escalations directly or in collaboration with subject matter experts
• Establish relationships with key local and regional stakeholders and regularly collaborate with IT, HR, Facilities, and other enterprise colleagues to: support strategic goals, help develop/achieve tactical objectives, apply policy, standards, and protocols to meet operational and regulatory requirements
• Contribute in the development, implementation and delivery of service metrics with an emphasis on quality
• Audio/Visual support, boardrooms/meeting rooms within the office
• Develop and lead the execution of service programs such as Asset Tracking, Dashboards, Customer Satisfaction Surveys, and other Key Performance Indicators (KPIs)
• Provide leadership to ensure the successful integration of acquired companies
• Manage, train, and develop staff - lead by example to motivate and challenge team members to perform their best
• Provide regional strategic leadership, direction, and management of IT resources in accordance with Corporate IT strategy and in coordination with regional IT leadership

What It Takes

• Attract, develop, and retain top talent
• Good understanding and technical knowledge of systems including but not limited to: Windows 10/11, MAC OS, Active Directory, SCCM, INTUNE, JAMF, WorkspaceOne, Android/iPhone, Cisco, Microsoft Products (Office 365, WIN 365, TEAMS, etc.)
• Communicate effectively across all levels of the organization
• Professional communication (both written and verbal) and presentation skills (English
• Interface confidently with executive staff, external customers, and vendors
• Ability to solve problems and make effective decisions
• Ability to thrive in a fast-paced, rapidly changing environment
• Strong project management and prioritization skills, including leading and coordinating multiple initiatives, influencing non-direct reports and peers, and ensuring on-time delivery
• Take ownership, demonstrate sense of urgency, and drive operational excellence
• Organized with an ability to recognize changing priorities and “pivot” accordingly

Work Environment

• Minimal travel may be required
• Standard 40-hour work week with regular business hours of 8:30am– 5:00pm ET
• After-hours work may be necessary due to schedules, deadlines and / or reliability issues
• This role is based in Waterloo, ON (Company Headquarters)
• There may be a requirement to manage email outside of business hours for business needs

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact [email protected].