Manager, Global IT Service Desk

The Atlas Corp. and Seaspan teams are goal-driven and share a high-performance culture, focusing on building services offerings to become a leading asset manager. Seaspan provides many of the world's major shipping lines with alternatives to vessel ownership by offering long-term leases on large, modern containerships and pure car, truck carriers (PCTCs) combined with industry leading ship management serves. Seaspan's fleet has evolved over time to meet the varying needs of our customer base. We own vessels in a wide range of sizes, from 2,500 TEU to 24,000 TEU vessels. As a wholly owned subsidiary of Atlas Corp, Seaspan delivers on the company's core strategy as a leading asset management and core infrastructure company.

Position Description:

The Manager, Global IT Service Desk is responsible for team leadership of the Service Delivery function including tier 1 and 2 support levels that are servicing corporate and vessel IT environments globally. The position coordinates IT service desk and support services to users both on shore and at sea experiencing technical problems and IT issues involving business applications, workplace productivity tools, desktop, laptop, telecommunications, and network services. This includes providing second line support, problem tracking, diagnosis, replication, resolution, escalation, and system / application support documentation development, and acting as an escalation point for service desk related issues.  

The Manager, Global IT Service Desk uses proven communication, analytical, and problem-solving skills to ensure client satisfaction with both operational and project related issues.  

The Manager, Global IT Service Desk also manages project support transition services and strives to achieve timely closure of project implementation issues and ensure a positive synergy exists between project and support teams as well as end users.

Job Responsibilities:

• Recruit, train and manage the Global Service Desk team.  
• Provide guidance and leadership to Service Delivery Specialists including scheduling of team members to ensure appropriate support coverage for 24/7 business operations.  
• Manage the global ticketing system including reporting and statistics. 
• Manage the 24/7 emergency pager support system 
• Work with the business to define service level agreements (SLA)   
• Have oversight of support ticket queue management and assignment of tickets to technical resources within the department  
• Manage ticket workflows, analyze and improve support procedures to reduce response and resolution times 
• Focus on customer satisfaction, periodically seek feedback and when necessary, adjust approach and procedures 
• Conduct root cause analysis based on statistics and reporting, liaise with key contacts and IT resources on recurring application and system issues for full resolution or workarounds. Document the action plan to resolve and hand over for support (e.g., user training, FAQ's, hardware fixes, software upgrades, etc.). Train peers on the resolution of common application issues.   
• Create and maintain support documentation and document operational processes as related to the operations of the Service Delivery team 
• Manage vendors and coordination of equipment, services, on-site attendance, software, licensing, and support levels being provided to Seaspan as it relates to corporate end users  
• Prepare monthly reporting on service desk function such as closed tickets per line of business per month, backlog of open tickets, # tickets closed by team member, aging of open / closed tickets, others as needed 
• Manage Office365 including Exchange Online, Teams, OneDrive, SharePoint administration & governance  
• Voice & telephony infrastructure, services and applications management including mobile devices and MDM  
• Manage related administration tools and utilities used to manage user endpoints for corporate equipment and mobile device management 
• Provide operating and administration functions including endpoints with user onboarding/offboarding, configuration and management for systems and business applications 
• Support moves, renovations and improvements for Seaspan offices around the world

Requirements:

• Minimum of 5 – 7 years of experience in an IT environment providing leadership in a customer service-oriented role 
• Background in a Help Desk environment tiers 1 & 2 
• Ability to lead a team and provide supervision and mentoring 
• Understanding of Incident, Problem and Change Management and ability to follow Seaspan’s process, procedure, standards, and methodologies 
• Experience with administration, setup, and maintenance of a global service desk ticketing system (ServiceNow preferred) 
• Understanding of supporting Infrastructure, Business Applications, and Service Desk processes and procedures 
• Working knowledge of Microsoft Active Directory and related user management tasks  
• Working knowledge of Microsoft Intune or similar 
• Well-developed practical operating knowledge of common desktop / laptop hardware and application software, specifically, Microsoft Windows, MS Office Suite, iOS configuration, workstation imaging processes and print services and printers, system application, systems management 
• Constant and clear communication including good presentation authoring skills 
• Experience working cohesively with related IT teams  
• Understanding of the project management life cycle  
• Strong with information gathering, analyzing, and providing trending analysis 
• Strong interpersonal skills and the ability to adapt in a complex and changing environment

Additional Desired Qualifications:

• Microsoft certifications such as Windows MCP, Active Directory or Intune 
• Familiar with ITIL change, problem and incident management  
• Working knowledge with ServiceNow (preferably) or similar service desk ticketing system including workflow, business rules and approval process implementation and setup 
• Deductive reasoning skills as they pertain to Service Desk activities, such as troubleshooting focused on determining hardware vs. software, hardware vs. firmware, software vs. operating system, network vs. application/systems, and patterned vs. non-repeatable problems, FAQ vs news article  
• Experience with detailed technical information and hands-on technology experience

Job Demands and/or Physical Requirements

• Required to travel to Seaspan offices or attend vessels as needed 
• Must have a valid passport with at least six months validity  
• No known restrictions preventing entry into foreign countries  
• Able to lift 10 kg 
• Sufficient mobility to complete cabling and setup tasks  
• This is a 24/7 environment and availability via mobile device outside of office hours is occasionally required

Compensation and Benefits package: 

Seaspan’s total compensation is based on our pay-for-performance philosophy that rewards team members who deliver on and demonstrate our high-performance culture. The hiring range for this position is $105,000 - $133,000 CAD per annum. The exact base salary offered will be commensurate with the incumbent’s experience, job-related skills and knowledge, and internal pay equity. In addition to base salary, we offer a competitive total rewards package which includes an annual performance-based bonus, a comprehensive benefits package (extended health, dental, life and disability insurance), retirement savings plan matching and other company-provided rewards.  

Atlas Corp. and Seaspan Corporation are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, colour, religion, gender, sexual orientation, gender identity, national origin, disability, or protected Veteran status. We thank all applicants in advance. If your application is shortlisted to be included in the interview process, one of our team will be in contact with you.