A career that gives you purpose. A company that stands up for you. A team where you can be yourself. Sound too good to be true? This is life at Houle. We believe in empowering communities through local projects that positively impact people's lives. We're a passionate group of people who love collaborating on innovative and challenging projects.
About this role
We are recruiting for a Manager, Helpdesk Support to join our Burnaby Head office.
Lead and manage the helpdesk support team in delivering exceptional technical support to internal users. This role is responsible for overseeing daily help desk operations, managing a team, and ensuring timely resolution of IT issues to maintain business continuity and user satisfaction.
Here's how your role will strengthen our team.
Your responsibilities
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Conduct regular 1:1 meetings with direct reports to provide coaching, feedback, and mentorship for development support of IT support technicians
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Proactively initiate conversations with team members for regular guidance, coaching and performance feedback to help team members grow professionally and improve service delivery
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Conduct one-on-one meetings, performance reviews, and development planning sessions for team members
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Foster a visible, collaborative and inclusive team environment that encourages continuous learning and accountability
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Lead team meetings, set clear expectations, and ensure alignment of goals and deliverables
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Oversee the daily operations of the IT helpdesk, ensuring SLAs and KPIs are met
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Monitor ticketing systems to ensure timely and effective resolution of incidents and service requests; proactively address issues with team as needed
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Develop and implement helpdesk policies, procedures, and best practices
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Provide hands-on support for escalated technical issues
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Collaborate with other IT teams to ensure seamless support and system integration
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Analyze support trends and generate reports to identify areas for improvement
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Coordinate onboarding and offboarding IT processes for employees
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Manage inventory of IT assets and software licenses
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Ensure compliance with security policies and data protection standards
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Deliver training and support documentation for end-users
Your experience and skills
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Bachelor's degree in information technology, Computer Science, or equivalent education and experience
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5+ years of demonstrated experience leading and providing performance feedback to a team of employees supporting their development
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Proven success coaching and developing high-performing teams
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Confident, excellent problem-solving, communication, and interpersonal skills to engage with team and address issues proactively
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Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, and enterprise applications (ERP, SharePoint, Cloud Based Systems, ticketing systems)
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Familiar with remote support tools and mobile device management (MDM) and experience supporting remote work environments
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Strong customer service orientation and a continuous improvement mindset
About Houle
As BC's leading electrical contractor and systems integrator, we believe in delivering safe, reliable power for the future. From hospitals and universities, to airports, shipping terminals and shopping centres, our electrical and technology professionals proudly provide innovative solutions that create value for our customers every day.
Since 1944, we've been dedicated to our craft, committed to quality workmanship, and building teams that thrive. Driven by purpose and connected through collaboration, our focus on people guides our success in delivering some of the most exciting infrastructure projects in the province.
As a certified Great Place to Work, recognized Best Workplaces for Women, and one of Canada's Best Managed companies, we have been recognized for our efforts in creating a safe and inclusive work environment.
Why join our team?
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We emphasize having a work-life balance - We embrace work-life balance and offer flexible work arrangements including hybrid work options for eligible roles, and a competitive vacation policy.
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Continuous development is a top priority – Whether you're looking for a corporate career or a career in the field, you are supported with access to tools and training for development and growth.
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Our employee benefits prioritize your financial, physical, and mental well-being – From RRSP matching to health and wellness reimbursements and additional Houle days off, we've got you covered.
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We have many exciting project opportunities – With many projects on the go around BC, we're certain you will find countless ways to bring communities to life.
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We have fun! Connection is key at Houle, from industry events to themed office gatherings, we never miss an opportunity to celebrate. Join us for our summer bbqs, potlucks, charity fundraisers, community volunteering, and many more fun events!
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A safe space for everyone – We celebrate diversity and are proud to be an equal-opportunity employer. We're committed to diversity and inclusion and strive to foster, cultivate and preserve a culture of belonging for all employees.
Salary range: $80,000-$100,000 per year plus a competitive total compensation package. Actual salary will be commensurate with experience, skills and overall match to the position offered. Let's chat throughout the hiring process and determine the best fit.
Sound like a match? We'd love to connect.
Please visit https://www.houle.ca/careers and click on the listing for Manager, Helpdesk Support. The opportunity will remain open until it has been filled.
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Houle will not be accepting unsolicited resumes from recruitment firms sent to HR, our managers, or employees directly without a signed agreement within the last 12 months. Unsolicited resumes sent to Houle will not be accepted or obligate our organization to pay any fees if the candidate is hired through alternate contacts.
