Information Technology - Manager, Service Desk

Team Lead, IT Service Desk

The mission of the Technology Service Excellence Department is to ensure best-in-class service at all levels and enable acquisition of technology assets.

Aritzia is growing, and our Service Desk team in our Technology Service Excellence Department is growing with it. This is a unique opportunity to be part of the team that is the first and single point of contact for all IT incidents and requests across boutiques, offices, and distribution centers. As the Team Lead, IT Service Desk, you will manage the day-to-day operations of Aritzia's IT service desk and focus on supporting the team reach established service level agreements (SLAs) while onboarding and training new IT Service Specialists. You will be responsible for ensuring all incidents are handled according to process, with special attention provided to major incidents. With the skills you gain in this role, the opportunities are endless – from a rewarding career in Service Excellence to continued growth and development with Aritzia.

As the Team Lead, IT Service Desk, you will:

• Lead the reactive support and resolution for level 1 incidents taking place across office, boutique, and DC technology, inclusive of hardware, software, and software-as-a-service, with a goal of reducing or minimizing threats and vulnerabilities
• Lead the continuous improvement of Aritzia's IT single-point-of-contact processes, and monitor and maintain KPIs relevant to the Service Desk
• Triage and fulfill technology related requests within defined SLAs
• Identify and escalate recurring issues as problems for resolution, and ensure we have reasonable workarounds in place to minimize impact to the business
• Proactively develop, gather, analyze, store and share knowledge and information to end-users and the Service Desk team
• Support with onboarding new IT Service Specialists to ensure they have the correct tools and processes for after-hours support in all basic troubleshooting and level 1 IT skills

The Team Lead, IT Service Desk has:

• Proven skills, education, and/or applicable certifications required to be successful in this role
• A commitment to learn and apply Aritzia's Values, Business and People Leadership principles
• The ability to collaborate fluently with cross-functional partners
• A commitment to quality and investing in results that add value to the business

The typical hiring range for this position is $100,000 - $150,000 CAD per year. The final agreed upon salary may vary based on factors such as job-related knowledge, skills and experience.

We are always looking for top talent. If your qualifications differ from those listed above, the scope of work and final agreed upon salary may be adjusted to reflect your individual qualifications.

Aritzia's Everyday Luxury compensation package goes beyond the base salary with endless growth and recognition opportunities through our pay-for-performance philosophy. With comprehensive benefits, aspirational workspaces and elevated employee perks and experiences — we provide it all.

Some of the industry-leading benefits you will receive working at Aritzia:

• Product Discount — Maybe you've heard of our famous product discount? Or our exclusive private shopping events? You have now.
• A-OK Commissary & Cafe — Everyday Luxury dining, exclusive to Aritzia. Our in-house bistro and cafe is a private oasis where employees can enjoy curated, subsidized Everyday Luxury dining.
• The SET — Our in-office fitness studio and gym with state-of-the-art equipment, custom-created classes and optional personal training. Open 7 days a week, it works out well.
• Aritzia Virtual Wellness — Because your health, happiness and safety matter, we provide 24/7 resources to support you in your wellbeing goals, whether they're physical, mental, social or financial.
• Aspirational Workplace — Our offices are specially designed to be spaces of creativity, productivity and inspiration. They're also dog friendly. Woof.
• Amenities — Additional amenities include a private parent's room, shower facilities with elevated complementary conveniences, bike rooms and more.
• The Extras — We also offer a multitude of other perks like dry-cleaning, hotel and restaurant discounts, self-care promos and on-site medical care.

Aritzia is an Equal Employment Opportunity employer. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can enjoy a successful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic. Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and during employment by contacting our People & Culture Team.