IT Store Systems Service Manager (Hybrid)

As the IT Store Systems Service Manager, you will be responsible for the effective and efficient day-to-day operations of the IT Store Systems Support team across Canada and the United States. Your goal will be to ensure delivery of exceptional customer support and efficient resolution of technical issues. You will lead a team of IT Support Analyst focused on incident resolution and problem management, while maintaining high standards of operational integrity and reliability for technology across the Irving North American Convenience Retail and Fleet environment.

What We Offer:

• Work Environment - Be a part of a collaborative environment that cultivates individual growth
• Hybrid Work Model - Allows for a blend of in-office and work-from-home days
• Competitive Compensation - Including an annual bonus plan, 401k/ pension plan
• Flexible Benefits Plan - Including medical and dental benefits that are both in effect from day one
• Paid Vacation - Plus an annual option to purchase additional vacation, too
• Wellness Support - With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program
• Opportunity to give back to some amazing causes in our community - Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program

Your Responsibilities:

• Manage, mentor, and develop a team of IT Support Analysts. This includes conducting regular performance reviews, providing coaching, and fostering a collaborative team environment
• Oversee the handling of all incidents and requests, ensuring timely and effective resolution in accordance with established SLAs. Escalate critical issues as necessary and coordinate with other IT teams for resolution
• Analyze metrics and trends to identify areas for improvement. Implement and refine processes and procedures to enhance efficiency and service quality
• Develop and deliver training programs for new and existing staff. Keep the team updated on the latest point-of-sale technologies, tools, and best practices in IT support
• Liaise with third-party vendors and service providers to manage contracts and ensure compliance with service level agreements. Coordinate with external partners for support and escalation as needed
• Oversee the creation and maintenance of a knowledge base for frequently asked questions, common issues, and solutions. Ensure documentation is accurate and up to date
• Work with relevant IT and Business stakeholders as part of broader technology initiatives and implementations playing a service deployment role such as OS upgrades, security software upgrades, major app rollout, hardware upgrades, and onboarding of new Retail and Fleet sites
• Provide inventory control and lifecycle asset management for point-of-sale hardware. Participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and execute asset procurement activities
• Must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. You must be available to work, as required, in the event a Major Incident is identified requiring resolution facilitation and/or communications

Your Skills:

• Recognized as a leader, results and quality-oriented person
• Highly initiative-taking and directed. Strong attention to detail
• Proven analytical, evaluative, and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation. Extensive experience working in a team-oriented, collaborative environment
• Proven ability to maintain good working relationships with stakeholders including senior leaders
• Strong verbal and written communication skills

Your Experience:

• 10-15 years of work experience
• 5 years in a leadership or managerial role
• Proficient with service desk software and ticketing systems
• Experienced in IT Infrastructure & Operations support and possesses knowledge of ITIL practices and IT service management
• Medium to large enterprise experience with providing end user support with computer hardware & software technologies, including point-of-sale technologies, to Retail stores
• Knowledge of the Convenience Retail sector and experience with point-of-sale systems would be an asset

#LI_Hybrid

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that's created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone's responsibility.​

Job Requirements - Work Experience

Job Requirements - Education