| Position Type: | Full-time |
| Location: | London, ON |
| Date Posted: | Mar 13, 2025 |
Job Description
IT Help Desk Manager
Libro is growing – and Libro is hiring.
Our expansion plans include a series of new hires across the organization. Take a look.
www.libro.ca/careers
Who We Are
Imagine working for an organization where every employee and customer is an Owner.
No matter whether a customer Owner or employee Owner, everything we do at Libro is about helping people prosper. We recruit and develop high-quality candidates like you who are ready to offer the best possible advice, coaching and service, when and how our Owners need it.
Libro invests heavily in the development and career ambitions of our staff. Our hiring philosophy is focused on finding candidates who carry a positive attitude, a desire to learn, and a passion for helping our staff and Owners (customers) grow financial confidence. We commit to teaching and supporting you as you learn the skills you need.
What Opportunity Awaits?
As we continue to grow, Libro is on a mission to find a passionately accountable full-time IT Help Desk Manager supporting our Information Technology department.
The IT Help Desk Manager is responsible for managing the framework and tools used to oversee help desk operations, ensuring efficient workflows and effective escalation processes. While this role does not oversee the staff who triage tickets, it focuses on maintaining a robust structure for escalating issues from Level 1 to subsequent levels within shared services or platform teams. The manager is responsible for optimizing service delivery, improving the user experience, and ensuring data collection supports analysis and continuous improvement. By aligning processes and tools with organizational needs, this role enhances overall service efficiency and effectiveness. Ultimately, the Help Desk Manager drives improvements that benefit end-users, IT teams, platform teams and shared services.
The successful candidate will:
- Oversee the development, implementation, and maintenance of frameworks and tools to ensure efficient ticket management, escalation workflows, and data collection processes.
- Establish and manage robust workflows for escalating issues from Level 1 support to subsequent levels within IT, shared services (outside of IT), and platform teams.
- Identify and recommend the need for policies and procedures to the appropriate team or person to support consistent, effective, and seamless operations across all support areas.
- Require a balance of real-time troubleshooting and strategic analysis. When urgent situations arise through help desk requests, it will involve immediate fact-finding and escalation of complex issues. Additionally, post-incident analysis will be essential to refine or develop policies and processes that improve efficiency and prevent future occurrences.
- Continuously assess and improve processes to enhance service quality, reduce resolution times, and improve the overall user experience.
- Develop and manage Service Level Agreements to set clear expectations and measure the performance of help desk operations.
- Regularly follow up with customers to identify areas for improvement and gather actionable insights.
- Provide customer feedback to the appropriate internal teams to drive enhancements in tools, workflows, and service delivery.
- Ensure accurate data collection, analyze trends, and provide insights to drive strategic decisions and identify areas for improvement.
- Identify and recommend training solutions to ensure staff are equipped to handle their responsibilities effectively.
- Do you have a passion that aligns with Libro’s Purpose? We want to strengthen financial well-being for a better tomorrow and we’re looking for people to join us in making a difference to people, businesses, and communities.
- Do you display the Libro values of Accountability, Courage, High Performance and Inclusive Mindset?
- Do you have a Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field. (Equivalent work experience may be considered.)
- 5+ years of experience in IT support, help desk operations, or service management roles.
- Strong knowledge of Service Level Agreements and Key Performance Indicators for service delivery.
- Proven experience in implementing or managing frameworks, workflows, or escalation processes within IT or shared services environments.
- Strong service quality experience with excellent interpersonal and communication skills (written and verbal).
- ITIL Certification (Foundations or higher) to demonstrate knowledge of IT service management best practices preferred.
- Certifications in relevant technologies or platforms used (e.g., Microsoft, Azure, etc.) are an asset.
- Competitive salaries and employee pension plans.
- Comprehensive benefit package, with all premiums paid for by Libro!
- Generous vacation time.
- Employee wellness programs.
- Staff accounts and staff rates on products and services.
- Staff appreciation programs and awards.
- Career development opportunities including tuition assistance.
- Many great perks and rewards; fitness club discounts, technology offers, travel and entertainment deals, just for being part of our great team!
With a purpose beyond profit, Libro Credit Union is proud to be a Certified B Corporation, joining leaders of a global movement of people using business as a force for good©.
Libro is committed to fostering a safe, healthy, and inclusive work environment that inspires respect. As an inclusive employer we are committed to providing a fully accessible recruitment process. Email us at careers@libro.ca an
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