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Job Details


Help Desk Lead (2628024104)





Mississauga, Ontario, Canada

Who we are

Mother Parkers Tea & Coffee is a leading customer solutions provider, manufacturing and supplying quality coffee and tea to some of North America’s largest retailers and foodservice chains. Our fast-growing EcoCup® brand of single-serve pods makes it easy for consumers to recycle through 3 easy steps of separation. Combining state-of-the-art technology and new product innovation with more than 100 years of business success, Mother Parkers continues to grow. We take pride in delivering a better beverage experience for customers and consumers, and a better employment experience for our people! We operate multiple manufacturing facilities in both Canada and the U.S.

We are committed to doing what’s right for the planet, people, and the communities in which we operate. From farm to cup, we’re engaged locally and at the industry level in ensuring a sustainable future for our customers and consumers.

At Mother Parkers, we will give you every opportunity to voice your ideas, own what you do, , and share your passion for people, our products and our customers. We live by our mission to provide a better beverage experience for our customers; and as a fourth-generation family-run company, we know that starts with great teams and innovative thinkers. We empower our people to turn their ideas into solutions, execute with integrity, deliver with quality, and take pride in their work. In turn, we foster a culture built on our values that supports everyone to be their best.

Who we need

We're looking for a leader of people, services and change in an IT organization to join us as a Help Desk Lead. You will play a critical role in overseeing the Service Desk's day-to-day operations that deliver top-quality front-line IT support services to our clients. You will champion end user services and best practices across a dynamic enterprise based on ITIL foundations. In addition, you will contribute to the development and execution of a transformation roadmap that leverages innovation to create and lead a modern North American Service Desk function.

What's in it for you

Exposure and professional development. You will make an impact as an effective leader in a global business environment characterized by variety and complexity. You will be part of an organization working with exciting technology, continuously innovating, and undergoing digital transformation. This is a place with the growth and scale to take your career in the most satisfying direction for you.

What you will do:

  • Be strategic. You will collaborate with the technical operations team to convey trending issues and aid in developing strategic plans to eliminate problems. You will work with team members, decision-makers, and stakeholders to define business requirements and systems goals.
  • Manage technology assets. You will execute purchases of authorized equipment and software and ensure the accuracy of all systems' hardware and software asset listings.
  • Oversee security management. You will ensure smooth and timely execution of hire/retire processes, including security privileges, distribution group access, and authorizations. You will monitor and escalate malware/virus/phishing compromises to high analyst tiers for mitigation and remediation.

Operational Management

  • Spearhead operational management. You will lead and oversee the Service Desk and User Device Management team; and identify and implement end-to-end improvements that result in a superior end-user experience. You will:
    • Lead all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the Service Level Agreement requirements; regularly communicating service performance levels to key partners.
    • Seek out and implement opportunities to automate repeatable tasks to streamline Service Desk operations.
    • Identify and develop targets, metrics and reports that measure the quality and effectiveness of services.
    • Supervise the daily volume of tickets generated and help prioritize contacts to ensure timely resolution of issues with the highest impact.
    • Participate in resource management meetings to identify department resource requirements and ensure optimal productivity levels are achieved.
    • Proactively handle communications about technical support, operations, changes, outages and issues.
    • Be a key point of contact for all matters related to the Service Desk, including implementation of Service Desk strategy and initiatives, escalations, reporting, and productivity.
    • Supervise and mentor all team members, assigning duties and preparing and delivering performance reviews.
    • Develop an engaging team environment with opportunities for continuous personal and professional development that includes reflecting our values and actively seeking opportunities to lead by example.
    • Participate in after-hours support (weekend shifts, holidays, & evenings) as needed.

What you bring to the role:

  • The education and experience. You may have a diploma in Computer Science, I.T., or a related field. You have 3 -5 years in Service Desk Management, working with Microsoft Active Directory (AD), M365, Enterprise Mobility Management (EMM) platform(s) and macOS.
    • Intermediate ITIL certification and Solarwinds ServiceDesk knowledge preferred.
  • The leadership. You have direct experience spearheading the direct and daily work of a team. You can organize and act on business and technical priorities in the face of competing demands, engage in transformation, and empower your team.
  • The strategic and hands-on knowledge. You have experience in creating, implementing and driving continual service improvement plans, including a Shift-Left strategy, as well as designing and implementing workflow automation. You have introduced a variety of best practices including PMP, Agile, Lean, Six Sigma, etc.
  • The customer service. You take pride in helping people engage with technology. You are empathetic with exceptional levels of patience and can convey a sense of urgency, diffusing stressful situations. You have outstanding communication skills and can work closely with technical and non-technical teams.
  • The accountability. You strive for better. Better solutions, better efficiency, better collaboration. You are proactive and innovative. You have the ability to conduct research into systems issues and products as required. You can quickly analyze issues and determine the best course of action based on analytics and insights.
  • The flexibility. You have the flexibility to work outside of core business hours as part of a 24/7 support team. You are excited about a hybrid work model that allows you to work from home, as well as interact with team members on site 2-3 days a week.

What we offer you:

  • We want you to feel appreciated. We provide a competitive Total Rewards package, including health benefits from Day 1, employer matched retirement savings plans, and optional Health or Wellness Spending Account. In addition, many of our team members enjoy flex hours and the opportunity to work from home.
  • We value continuous learning, skills development, and career growth and we offer a Tuition Assistance Program for learning outside our environment.
  • We want you to take your work home. While you don’t have to drink coffee to work here, we have an employee discount on our tea and coffee products.

If you want to join our mission of creating a better beverage experience as an integral and valued member of our team, and you have 70% or more of the qualifications we are looking for, we invite you to express your interest here. While we can’t guarantee an interview, we do promise to review your resume and see if this might be a good fit for both of us.

Mother Parkers is committed to providing accommodations for persons with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process.