Manager, IT (CMC) Helpdesk

Work location:

City:

What you will do:

We’re looking for a proactive, people-focused Manager, IT (CMC) Helpdesk to lead our first-level support team. If you're excited by the idea of building strong processes, fostering a collaborative team culture, and ensuring outstanding service delivery, this is the role for you.

As the Manager of our IT Helpdesk, you’ll be the driving force behind a high-performing support team which includes first level helpdesk support, specialists, Helpdesk Team Leads and the Major Incident Manager. Reporting to the Director, End User Support, you’ll provide day-to-day leadership, coaching, and strategic oversight to ensure that our internal and external customers consistently receive world-class IT support. And you’ll assist in the rollout and deployment of new cinema theatre systems. This role is hybrid, with 3 days in office.

Key Responsibilities:

• Lead & Inspire: Manage, train, and motivate the first-level Helpdesk team to achieve daily, weekly, and long-term goals.

• Champion Customer Experience: Ensure a consistently positive and professional customer service experience through regular coaching and feedback.

• Document & Optimize: Develop and maintain clear internal process documentation to ensure consistent, efficient service delivery.

• Measure What Matters: Create and deliver key performance metric reports on Helpdesk activity and call management for senior leadership and key stakeholders.

• Project Support: Collaborate with internal teams to provide technical support on projects as needed.

• Vendor Management: Oversee external IT vendors, ensuring service-level agreements are met and issues are proactively managed.

Qualifications We’re Looking For:

• 5-7 years of proven IT related experience, with 2+ years of experience as Team Lead and/or managing a 24/7 schedule IT helpdesk or technical support team

• 2+ years of hands-on experience with ServiceNow reporting, including dashboard creation, performance metrics, and trend analysis

• Self motivated learner with a positive attitude, able to acquire an in-depth knowledge of multiple custom applications quickly

• Strong interpersonal and leadership skills with a passion for coaching and team development

• Excellent organizational, customer service, problem-solving, and communication skills

• Ability to work effectively with stakeholders across departments and with third-party vendors

Why You’ll Love Working Here:

• A people-first culture that values your growth and development

• Opportunity to make a real impact in how IT support is delivered across the organization

• Supportive leadership and collaborative teams

• Competitive salary, benefits, and professional development opportunities

Join us and be part of a company that values innovation, collaboration, and customer service excellence. Apply now to make a difference in how we support and empower our teams through technology.

Inclusion & Diversity

Cineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable. 

Accessibility

We are committed to improving access and opportunities for all individuals, including those with disabilities by identifying and removing barriers that may prevent, inhibit, or restrict their access to employment oporunities. If you require accommodation at any stage of our hiring process (application, interviews, assessments, and placement), please contact us at 416-323-6600 or via email at [email protected].

While we appreciate all interest, only those candidates selected for an interview will be contacted.