Manager, IT

Job title: Manager, IT

Job description: Manager, IT

Join Livingston and grow your career in the constantly changing world of international trade. Livingston is a market leader offering customs brokerage, international trade consulting, compliance and freight forwarding services around the world. Livingston has over 3,000 employees at more than 90 key border crossings, sea ports, airports and other strategic locations in North America, Europe and Asia.

Our fast-paced and collaborative environment offers you the opportunity to work with leaders in the industry, receive recognition for achievements and develop your expertise in the complex and evolving world of trade. Learn how you can make an impact at Livingston.

Job Type: Full Time

Location: ON Fort Erie – CN050, VA Sterling – US070

JOB SUMMARY

The Manager, IT coordinates and supervises the activities related to incident and change management. This includes managing and supporting activities related to troubleshooting, resolving, and escalating incidents; assessing and prioritizing resolutions based on level of business impact, and escalating more complex issues to the appropriate IT groups.

KEY DUTIES & RESPONSIBILITIES

• Manages the day-to-day operations of the EUC & SD teams of our outsourced business partner which includes coaching and providing performance feedback.
• Reviews existing EUC & SD Support processes and provides recommendations for ITIL process improvements.
• Receives escalated issues from the Livingston user community and drives issue resolution by leveraging the outsourced business partner.
• Communicates critical information and updates regarding system interruptions and problems to our users.
• Performs other related duties as assigned by management. Adheres to established policies and procedures.
• Leads Change Management process and facilitates change advisory board meetings.
• Supports Director of ITSM in leading service delivery activities, ticketing and workflow through the use of ServiceNow.
• Responsible for outsourced business partner performance and SLA management and reporting.
• Ensures continuous improvement and customer satisfaction is being achieved.

KNOWLEDGE & SKILLS

• Awareness and use of ITIL processes
• Deep knowledge of computer applications, hardware and software
• Ability to lead and motivate a team
• Ability to troubleshoot and resolve telecommunications and PC issues
• Ability to assess the situation, determine level of impact to the business and prioritize resolution appropriately.
• Proven analytical and problem solving abilities
• Strong customer service orientation
• Strong communication skills

WORK EXPERIENCE – MINIMUM REQUIRED

3 years of related experience

EDUCATION

Required: Bachelors Degree or equivalent in Information Systems

CERTIFICATIONS DESCRIPTION

COMPETENCIES

Customer First Focus

Agility

Accountability

Leading and Developing

Inclusion and Collaboration

Business Acumen and Straight Talk

Livingston is proud to be an equal opportunity workplace.

For Canada: Livingston is an equal opportunity employer and committed to creating and sustaining an inclusive environment in which all individuals are treated with dignity, respect and one which reflects the diversity of the community in which we operate. Accommodations are available for applicants and employees with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.

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