Support Desk Manager

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    "datePosted": "2026-05-06T04:00:00.000Z",
    "description": "<h2>Overview</h2>\n<p><strong>Fountain Tire</strong> is seeking a knowledgeable and dedicated IT professional to lead our dynamic team as a <strong>Support Desk Manager</strong>, based at our South Edmonton Corporate Head Office!</p>\n<p> </p>\n<p>The Support Desk Manager is responsible for leading and overseeing the day-to-day operations of the IT Support Desk. This role ensures the delivery of high-quality technical support services, effective incident and request management, and a positive end user experience. This role provides people leadership, operational oversight, and continuous improvement of service management processes aligned with business and IT objectives.</p>\n<p> </p>\n<p><strong><u>What do we offer at Fountain Tire?</u></strong></p>\n<p>At Fountain Tire, we’re committed to supporting our Associates’ well-being and financial future. Together, the following benefits reflect our core purpose: helping people get there – safely, sustainably, and successfully.</p>\n<p> </p>\n<ul>\n <li>Competitive salary: $96,000 to $107,000 per year</li>\n <li>Comprehensive benefits including health, dental, and vision care, along with life insurance and short/long term disability programs</li>\n <li>A Short-Term Incentive Program with a target incentive of 15% to recognize your contributions to the organization</li>\n <li>Competitive RRSP matching program, helping you plan for a secure and successful retirement</li>\n <li>Policies and programs that support a balanced lifestyle and an easy commute to our office located close to the Calgary Trail and Southside Anthony Henday</li>\n <li>Discounts for you and your family on tires, parts and services at all Fountain Tire locations</li>\n</ul>\n<p><strong><u>Key Responsibilities:</u></strong></p>\n<ul>\n <li>Drive the evolution of the Support Desk into a proactive, data-driven capability by building new skills (automation, knowledge management, AI), and integrating the function more closely with other IS teams.</li>\n <li>Working with IS Management, lead the redesign of Support Desk workflows by intentionally shifting routine work to automation and AI.</li>\n <li>Set clear direction, aligning teams to enterprise priorities, developing talent, and fostering a culture of accountability, collaboration, and continuous improvement.</li>\n <li>Provide continual coaching, mentoring, feedback, and recognition.</li>\n <li>Manage budgets and execution activities, provide monthly budget updates including variance reporting.</li>\n <li>Lead day-to-day Support Desk operations.</li>\n <li>Ensure that the SD Analysts are completing effective frontline troubleshooting.</li>\n <li>Deliver a consistent, high-quality end-user experience.</li>\n <li>Own and continuously improve the ServiceNow platform to support effective incident, request, knowledge, and automation workflows, including leveraging AI capabilities (e.g., chatbot/Spanner).</li>\n <li>Establishing and clarifying performance expectations.</li>\n</ul>\n<p><strong><u>What does it take to get on track?</u> </strong></p>\n<ul>\n <li>The ideal candidate will have a college diploma in a related discipline and 5 to 7 years of IT experience; an equivalent combination of education and experience may be considered.</li>\n <li>A minimum of 3 years of call center leadership experience for enterprise business users is required.</li>\n <li>Experience with cloud platforms (Azure) and Saas applications (Microsoft Dynamics 365, Anaplan, & UKG) is a considerable asset.</li>\n <li>Hands on experience with ServiceNow, including configuration, knowledge article management, and use of AI/chatbot capabilities (E.g. Spanner) would be viewed as an asset.</li>\n <li>Strong understanding of ITIL practices (Incident, Problem, Change).</li>\n <li>Understanding of AI and automation in ITSM, with the ability and curiosity to identify and apply opportunities to improve service delivery and user experience.</li>\n <li>Strong people leadership, coaching, and communication skills.</li>\n <li>Strong business and communication acumen.</li>\n</ul>\n<p>As part of our commitment to safety and integrity, successful candidates will be required to complete a background check and credit check prior to employment.</p>\n<p> </p>\n<p><strong>At Fountain Tire, you would have a great place to work! If you’re a proactive and skilled IT Management professional looking to make a difference in a supportive and dynamic environment, we encourage you to apply online today!</strong></p>\n<p> </p>\n<p>We use automated technology-assisted tools to help streamline our hiring process. These tools operate under strict privacy and fairness standards. Final decisions are always made by our hiring teams. </p>",
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