Manager, TechCare

Location: Markham, Ontario

Job Description:

Position: Manager, TechCare

Type: Full-Time | Permanent | Hybrid

Location: Markham, ON

Reports to: VP, Enterprise Applications and Operations

About Us

Pet Valu is Canada’s leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley’s, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities.

What is the role?

The Manager, TechCare, who will be responsible for overseeing the daily operations of the IT Service Desk, ensuring efficient and effective support for all IT technical issues. This role involves managing the service desk team, establishing policies and procedures, monitoring performance, and working closely with other IT teams to ensure a seamless support experience.

What will you do?

• Lead, mentor, and develop the service desk team, ensuring high levels of motivation and performance.
• Oversee the recruitment, onboarding, and training of new service desk staff.
• Conduct regular performance reviews and provide feedback to team members.
• Manage day-to-day operations of the IT service desk, ensuring all support requests are logged, tracked, and resolved in a timely manner.
• Develop and implement service desk policies, procedures, and service level agreements (SLAs).
• Ensure proper documentation and escalation processes are followed.
• Serve as the primary point of contact for escalated technical issues.
• Monitor and analyze service desk performance metrics, ensuring continuous improvement in service delivery.
• Collaborate with other IT teams to resolve complex technical issues.
• Develop and implement service desk strategies aligned with the company’s overall IT goals
• Identify and implement new technologies and tools to enhance the efficiency and effectiveness of the service desk
• Manage the service desk budget, including forecasting and tracking expenses.
• Ensure that all users receive prompt, professional, and courteous support.
• Prepare regular reports on service desk activities, performance, and trends.

What will you need to succeed?

Skills, Experience, Education, Certifications

• University or College Degree or equivalent experience.
• 5+ years’ technical and operational support experience in a Help Desk environment
• 3+ years’ support experience at a supervisory/manager level in a Help Desk environment
• ITIL Certification desirable
• Retail experience a must
• Experience in managing remote and on-site teams
• Familiarity with helpdesk software, ticketing systems, and IT Service Management (ITSM) practices
• Strong demonstrated analytical skills
• Strong analytical and reporting capabilities
• Exceptional Customer Service Skills
• Vendor, Project and Team management abilities
• Understanding of networking, hardware, software, and cloud technologies and how the IT ecosystem works and how to troubleshoot issues.
• Expertise in handling and prioritizing incidents, problem-solving, and ensuring minimal downtime.
• Clear and effective communication, both with technical and non-technical staff, to ensure issues are understood and resolved efficiently.

Technologies Used

• Microsoft Office
• Freshworks (Fresh Service) Service Management

Compensation:

The targeted salary range for this position is $90,000-$110,000 annually. The final offer will be based on factors such as market location, relevant skills, experience and internal equity.

Ready to join the team?  

We’re looking for passionate people who bring strong skills and live our core values of safety, compassion, expertise, and efficiency every day. If you’re energized by doing meaningful work, taking pride in what you deliver, and making a real impact for pets, people, and communities, you’ll feel right at home here. Join us and build a career where purpose, care, and excellence come together - because love lives here™.

Why work for us? 

At Pet Valu, our people are at the heart of everything we do. We’re passionate about creating an environment where you feel supported, included, and empowered to grow - both personally and professionally. Some of the perks of working with us include:

• Hybrid, Flexible Work Options 

• Comprehensive health and dental benefits 

• Employee Share Purchase Plan with company matching 

• Learning and Development support tailored to you 

• An inclusive, collaborative culture where your voice matters  

• Fun company events that keep us connected 

• Preferred rates for car rentals, hotels, phone plans and gym discounts 

• Generous employee discounts on our products  

Pet Valu is an equal opportunity employer committed to inclusion and accessibility. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA).

At Pet Valu, we are committed to transparency and fairness in our hiring practices. This posting is for an existing vacancy. Pet Valu may use AI enabled technology to assist in the recruitment process for positions. The use of AI helps us ensure we are providing an equitable and streamlined recruitment experience for all applicants. While AI tools support our recruitment process, all decisions throughout the process are made exclusively by Pet Valu’s hiring team. At no stage does AI determine recruitment outcomes.