Job Description

At Westport Fuel Systems, we are driving innovation to power a cleaner tomorrow. We are inventors, engineers, manufacturers and suppliers of advanced clean fuel systems and components that can change the way the world moves. Our products and technologies deliver performance, fuel efficiency and environmental benefits to address the challenges of global climate change and urban air quality. Headquartered in Vancouver, Canada, we serve our customers in more than 70 countries with leading global transportation brands.

Powerful trends in greenhouse gas ("GHG") emission reduction regulations have created a compelling opportunity for gaseous-fuel product solutions powered by natural gas, propane, renewable natural gas, and hydrogen. With our strategic partners, we are turning our business plan into reality. We share a common objective: to create clean transportation solutions that meet existing and future emissions regulations and targets for GHG reduction.

Overview

The Service Desk Manager will be responsible for the management of the Support team and the delivery of IT services to Westport employees and contractors in North America. Ensuring IT is meeting SLA's for incidents and service requests while also delivering superior customer service is essential to success in this role. The ideal candidate will also be able to foster a continuous improvement mindset to streamline efficiency in IT operations.

Position Responsibilities

• Management of support team and prioritization of workload which includes regular maintenance of systems as well as project associated work
• Ownership of the corporate ServiceDesk tool (ServiceDesk by ManageEngine Plus Cloud)
• Prioritization and project management of infrastructure projects
• Leadership and collaboration with department leads and team members
• Ensuring compliance and updates to procedural documentation
• Monthly metrics and reporting
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
• Development of Standard Operating Procedures & Processes
• Stay abreast of trends in service desk operations, management, technologies, policies, procedures and other external changes
• Responsible for the development and management of Service Levels, ensuring IT services are delivered accordingly
• Project Management of application upgrades and infrastructure projects

Health & Safety responsibilities:

• Promote Westport's H&S culture by leading by example in relation to Environmental, H&S policies and procedures and understand your obligations and responsibilities as it relates to applicable H&S Acts and Regulations
• Enforce Westport's H&S policies and procedures, encourage safe work practices, correct unsafe acts or conditions, conduct formal and informal workplace inspections
• Immediately respond to, investigate and take action from reports of unsafe conditions and/or behaviors

Position Requirements

• Bachelor's in computer science or related field, or equivalent work experience.
• Minimum of 5-8 years' experience in an IT technical support role
• ITIL certification preferred
• Minimum 3+ years direct experience leading a team of support staff
• Service Delivery experience with customer satisfaction focus
• Familiar with desktop and network technologies
• A collaborative spirit when delivering technology to the business
• Security conscious and familiar with governance requirements
• Office 365 Administration experience is desirable
• Cyber Security Focused and familiar with best practices around managing risk
• ServiceDesk Plus Cloud by ManageEngine experience is a bonus
• Demonstrated experience in establishing standard processes
• Excellent verbal, written and presentation communication skills
• Exceptional customer service mindset, with a sense of urgency
• Continuous improvement mindset