Support Desk Manager

Overview

Fountain Tire is seeking a knowledgeable and dedicated IT professional to lead our dynamic team as a Support Desk Manager, based at our South Edmonton Corporate Head Office!

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.

What do we offer at Fountain Tire?

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.

• Competitive salary: $96,000 to $107,000 per year
• Comprehensive benefits including health, dental, and vision care, along with life insurance and short/long term disability programs
• A Short-Term Incentive Program with a target incentive of 15% to recognize your contributions to the organization
• Competitive RRSP matching program, helping you plan for a secure and successful retirement
• 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
• Discounts for you and your family on tires, parts and services at all Fountain Tire locations
  
  

Key Responsibilities:

• 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.
• Working with IS Management, lead the redesign of Support Desk workflows by intentionally shifting routine work to automation and AI.
• Set clear direction, aligning teams to enterprise priorities, developing talent, and fostering a culture of accountability, collaboration, and continuous improvement.
• Provide continual coaching, mentoring, feedback, and recognition.
• Manage budgets and execution activities, provide monthly budget updates including variance reporting.
• Lead day-to-day Support Desk operations.
• Ensure that the SD Analysts are completing effective frontline troubleshooting.
• Deliver a consistent, high-quality end-user experience.
• Own and continuously improve the ServiceNow platform to support effective incident, request, knowledge, and automation workflows, including leveraging AI capabilities (., chatbot/Spanner).
• Establishing and clarifying performance expectations.
  
  

What does it take to get on track?

• 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.
• A minimum of 3 years of call center leadership experience for enterprise business users is required.
• Experience with cloud platforms (Azure) and Saas applications (Microsoft Dynamics 365, Anaplan, & UKG) is a considerable asset.
• Hands on experience with ServiceNow, including configuration, knowledge article management, and use of AI/chatbot capabilities (. Spanner) would be viewed as an asset.
• Strong understanding of ITIL practices (Incident, Problem, Change).
• Understanding of AI and automation in ITSM, with the ability and curiosity to identify and apply opportunities to improve service delivery and user experience.
• Strong people leadership, coaching, and communication skills.
• Strong business and communication acumen.
  
  

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.

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!

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.