Every WestJet journey has the potential to enrich lives; a career with us is no exception. 

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now were going global. 

Join us, this is where your career story takes off.

Overview

The IT Desktop Support Manager will be responsible for overseeing and managing the desktop support team to ensure the timely and effective resolution of technical issues. This role involves developing and implementing desktop support policies and procedures, monitoring and analyzing support metrics, managing IT assets, and allocating IT resources to meet business needs. The manager will also be expected to have a strong technical background with experience in ServiceNow, Active Directory, and Intune.

Key Responsibilities:
1. Team Management:

• Oversee and manage the desktop support team, ensuring high performance and adherence to company policies.
• Provide mentorship and training to team members to enhance their skills and performance.
• Conduct regular performance reviews and implement improvement plans where necessary.

2. Support Operations:

• Ensure timely and effective resolution of technical issues reported by end-users.
• Develop and implement desktop support policies and procedures to improve service delivery.
• Monitor and analyze support metrics to identify areas for improvement and implement corrective actions.

3. Asset Management:

• Manage the lifecycle of IT assets, including procurement, deployment, maintenance, and disposal.
• Maintain an accurate inventory of hardware and software assets.
• Ensure compliance with licensing agreements and company policies.

4. Resource Management:

• Allocate and manage IT resources to meet business needs and project requirements.
• Develop and maintain resource plans and schedules.
• Monitor resource utilization and adjust allocations as necessary.

5. Technology Expertise:

• Utilize ServiceNow for IT service management, including incident, problem, and change management.
• Customize and configure ServiceNow modules to meet organizational needs.
• Manage and maintain Active Directory infrastructure, including user accounts, groups, and permissions.
• Implement and enforce security policies and access controls.
• Deploy and manage devices using Microsoft Intune.
• Configure and enforce mobile device management (MDM) policies.

Qualifications:

• Bachelors degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT service management or a related role.
• ITIL certification or equivalent is highly desirable.
• Proven experience with ServiceNow, Active Directory, and Intune.

Skills:
Technical Skills:

• Strong understanding of IT systems, networks, and software applications.
• Proficiency in IT service management tools and best practices.
• Ability to troubleshoot and resolve complex technical issues.

Management Skills:

• Excellent organizational and project management skills.
• Ability to manage multiple tasks and priorities effectively.
• Strong analytical and problem-solving abilities.

People Skills:

• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team.
• Strong customer service orientation.
• Ability to build and maintain relationships with stakeholders.
• Conflict resolution and negotiation skills.

The benefits of being a WestJetter:  

WestJet provides all WestJetters with a competitive total rewards package.  On top of that, we offer:   

• A fun and friendly culture with colleagues who work together to win  
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs  

Think we are a fit?  Apply now!  

About WestJet Group of Companies  

Together with WestJets regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.   

Our Safety Promise  

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.  

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJets operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJets Alcohol and Drug Policy.   

Our Commitment to Diversity and Inclusion 

We embrace what makes us each unique, and what makes us uniquely WestJet – and that is our people. WestJet is committed to creating an inclusive workplace that celebrates our differences by way of diversity, equity, and inclusion. As an equal opportunity employer, we want to you bring your full self to work and feel appreciated for your contributions.

At WestJet, we welcome unique skills, experiences, and backgrounds - if you’re passionate and excited about this role, we encourage you to apply even if you do not meet every single qualification in the posting. We are committed to inclusivity, equity, and accessibility in the selection process. If you require an accommodation during the recruiting process, please let our Talent Acquisition team know.

We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.

For more information about everything WestJet, please visit WestJet.com.  

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