The Organization
The Winnipeg Airports Authority (WAA) is a community-based, non-share capital corporation that operates, manages, maintains, and invests in the Winnipeg Richardson International Airport and affiliate businesses.
WAA is a critical player in the development of one of Canada’s strategic transportation hubs. As a perennial “Manitoba Top Employer”, WAA prides itself as an organization that attracts engaged employees with the right combination of skills, values, and attitude to help us achieve our mission of connecting communities. http://www.waa.ca.
The Opportunity
Reporting to the Director, Information Technology, the Manager, IT Service Desk is accountable for the effective delivery of front-line technology and business systems support to WAA corporate users and Airport Terminal Building common-use system users, including airlines. The role leads and develops Service Desk employees, establishes departmental priorities aligned with WAA’s strategic direction, and monitors performance to support efficient and effective service delivery.
The Manager oversees the day-to-day deployment, maintenance, and support of technology, systems, and applications, including escalation to Tier 2 support and external vendors. The role also ensures staff are trained on applicable IT policies and procedures, maintains accurate asset and technology information, assesses the operational risks of system failures, and recommends improvements to the Director, Information Technology.
Working closely with the IT Planning and Projects team, the Manager contributes to the planning, budgeting, and implementation of larger technology initiatives while remaining accountable for the successful delivery of Service Desk-related activities. The role builds strong relationships with WAA stakeholders and exercises discretion in making operational decisions within its area of responsibility.
Responsibilities include:
- Lead front-line technology and business systems support operations, including Service Desk delivery, incident escalation, vendor coordination, staffing, and resource allocation
- Develop departmental plans, priorities, service levels, processes, and performance measures to achieve business objectives and improve service quality and customer satisfaction
- Act as incident commander or escalation authority for major and high-impact technology incidents and make operational decisions related to service continuity and disaster recovery
- Lead, coach, and manage employees and contractors, including hiring, training, performance management, workforce planning, and disciplinary action in consultation with Human Resources
- Analyze complex technology and service-delivery challenges, develop practical solutions, and recommend improvements to departmental plans, policies, standards, and practices
- Prepare and manage the departmental operating budget and monitor hardware, software, licensing, vendor-support, and inventory costs
- Develop total-cost-of-ownership, lifecycle, procurement, deployment, maintenance, and support strategies for corporate and airport technology
- Oversee IT asset and software-license management, including entitlement tracking, renewals, license compliance, SaaS subscriptions, and unmanaged software spending
- Manage the lifecycle and operational support of corporate devices, mobility technology, meeting-room equipment, displays, kiosks, bag drops, and other common-use passenger-processing systems
- Work with Facilities, Airport Operations, and Security to define responsibilities where IT-managed infrastructure intersects with operational technology, such as baggage systems, boarding bridges, CCTV, and building systems
- Partner with Cybersecurity to manage incidents involving compromised devices or accounts, phishing, social engineering, identity verification, patching, system configurations, and access controls
- Protect sensitive information and ensure supported systems comply with WAA policies, security standards, privacy legislation, accessibility requirements, and recognized IT service-management practices
- Build relationships and communicate effectively with internal departments, airlines, tenants, government agencies, peer airports, and technology vendors
- Represent WAA in vendor negotiations, contract management, stakeholder briefings, and industry discussions related to common-use and business systems technology
- Evaluate and guide the adoption of automation, self-service, and AI-assisted support capabilities
- Participate in an on-call rotation and provide support outside regular business hours during significant incidents, system changes, and peak operational periods
Selection Criteria Include:
- A university degree in Computer Science, Information Technology, Business Administration, or a related field, or an equivalent combination of education and experience
- More than 10 years of progressively responsible experience in information technology, IT service delivery, business systems support, or a related field
- ITIL 4 Foundation certification or higher, or equivalent formal IT Service Management training, is preferred
- Significant experience leading technical teams, including hiring, coaching, performance management, resource allocation, and employee development
- Strong knowledge of IT Service Management practices, including incident, problem, change, service continuity, disaster recovery, knowledge, assets, and software-license management
- Experience managing major technology incidents and coordinating technical teams, vendors, and stakeholders in a time-sensitive operational environment
- Demonstrated ability to analyze complex issues, assess operational and financial impacts, and develop effective plans, practices, and solutions
- Experience developing and managing operating budgets, vendor contracts, service-level agreements, performance indicators, and technology lifecycle costs
- Strong knowledge of end-user technology, business applications, common-use or passenger-processing systems, mobility platforms, and related support practices
- Understanding of cybersecurity practices, including incident response, endpoint protection, identity verification, multi-factor authentication, and least privilege access
- Knowledge of applicable privacy, accessibility, data security, and regulatory requirements, including the Personal Information Protection and Electronic Documents Act (PIPEDA), the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), the Accessible Canada Act, and Web Content Accessibility Guidelines (WCAG)
- Excellent leadership, relationship-building, negotiation, and communication skills, with the diplomacy and flexibility required to influence decisions, resolve competing interests, and communicate during major incidents
- Ability to exercise sound judgment and considerable discretion when making operational, staffing, vendor, financial, and service-delivery decisions
- Availability to participate in an on-call rotation and respond outside regular working hours when operationally required
- Ability to work in both office and operational airport environments, including standing and walking for periods of time and occasionally lifting or handling equipment weighing up to 10.5 kg (23 lbs.)
Work with us!
- Highly competitive salary
- Full Benefits package, including Health, Dental & Vision.
- DC Pension Plan
- Healthcare Spending Account to use on additional benefit expenses
- Lifestyle Spending Account to use on Wellness expenses such as health and fitness.
- Employee Assistance Program
- Supported Training & Development opportunities
- Opportunity to work with a high functioning team of professionals working on a diversified portfolio
- Proud to be named one of Manitoba’s Top Employers annually since 2011
Conditions of employment include the ability to obtain and maintain an Airport Restricted Area Identification Card (RAIC) and Transportation Security Clearance (TSC), inclusive of approval for U.S. Preclearance.
Winnipeg Airports Authority is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility. We encourage all qualified applicants experiencing barriers to equity to self-identify in their application.
Accommodations are available upon request during the assessment and selection process.
