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ABOUT US:

McDougall Energy Inc. (“McDougall Energy”) is a Canadian, privately owned, family business serving energy customers since 1949. McDougall Energy is a marketer and distributor of heating oil, propane, gasoline, diesel fuel and commercial lubricants, as well as an Esso™ and Shell® branded retailer. McDougall Energy is proud to be a Platinum Club member of Canada’s Best Managed Companies, having retained its designation consecutively since 2011. Now in its third generation of ownership, the energy company serves communities across regions of Ontario and Western Canada. The company is headquartered in Sault Ste. Marie, Ontario.

Our success is driven by an uncompromising commitment to provide the highest quality customer service to each and every customer. We recognize that our employees are our most valuable resource and offer opportunities for development for personal and career growth.

ABOUT THE OPPORTUNITY:

McDougall Energy is looking for a IT Services and Support Manager to join our Information Technology team. The IT Services and Support Manager will be responsible for maintaining a high level of customer satisfaction through service performance reporting and continuous improvement. Reporting to the Director, Information Technology, the IT Services and Support Manager will:

• 
  Manage corporate IT support and operational services.
• Lead continuous improvement of IT service delivery through effective utilization of the Service desk workflow ticketing platform.
• Work with IT team members, third party vendors and stakeholders to define service and operational level agreements.
• Adhere to ITIL framework principles and processes.
• Mentor, coach, and support team of IT Operation Analysts in day-to-day workload.
• Manage team of external service providers for Tier 1 support.
• Strive to align with ITIL best practice and act as a Service Design and IT Operations Manager to strengthen and manage corporate IT support and operational services.
• Triage and troubleshoot with staff and external vendors when required to remediate issues.
• Measure and establish service satisfaction levels and monitoring critical system(s) health.
• Assist with IT equipment sourcing, budgeting, and procurement.
• Serve as primary point of contact for all IT Operational and Service level discussions.

ABOUT YOU:

The ideal candidate will have:

• 
  Minimum of five (5) years’ experience in an IT related role; experience in a customer service 1st or 2nd line IT support role in a medium to large corporate environment.
• Minimum 3 Year College Degree in an IT Related Field. Bachelor’s degree in Business Computer Information Systems or related field preferred.
• Ability to demonstrate knowledge of ITIL 4 (preferred) and capability to write technical policies and procedures.
• Working knowledge of IT Controls (ITIL4, COBIT, Six Sigma, CI, etc.)
• Ability to work outside of regular working hours to resolve critical operational and support issues or to perform project tasks
• Experience managing vendors in related to service delivery and adherence to Service Level Agreements (SLA’s)
• Experience with broad range of corporate services from Active Directory, ERP’s, File Shares, productivity and other systems
• Strong analytical, communication and troubleshooting skills
• Strong motivational experience to strive to build IT Service and Operational Excellence
• Ability to physically lift and install computer hardware and devices into racks and perform cable management designs
• Valid ‘G’ class driver’s license

WHAT WE OFFER:

• 
  Competitive Compensation
• 4 weeks paid vacation
• Employer Health Benefits
• Defined Contribution Pension Plan
• Employee Family Assistance Program
• Healthcare & Lifestyle Spending Account

We strongly encourage applications from qualified professionals from a variety of industry backgrounds.

Apply on-line at www.mcdougallcareers.com.

McDougall Energy is committed to an inclusive, barrier-free recruitment process and work environment. Applicants needing to make any accommodation requests, for the application or interview process known in advance by contacting the Human Resources Department at (705) 941-9365.

Confidentiality of all applicants assured. We thank all applicants, however only those under consideration will be contacted.