Manager, Technology Operations, Service Desk

Your Opportunity at ARC’TERYX

As our next Manager, Technology Operations, Service Desk, you are responsible for leading a Technology Operations department to ensure it meets the needs of the organization. The core focus of this role is leading the Technology Service Delivery function, the team responsible for L1 and L2 support across Retail and Corporate Technology. Empowering a unified, high‑performing service desk that scales with the organization.

You are responsible for understanding and balancing the demands on the department by connecting with department leadership and the departments that depend on us. You build a department strategy that aligns with department goals, break that strategy into projects for your team, and deliver on those projects effectively. You create a department culture of effectiveness, collaboration, and professional development. You take ownership and pride in the services and tools you deliver to the company and equip your team to evolve and improve those offerings as demands evolve.

This role combines hands‑on involvement with people leadership and connect with stakeholders across an exciting organization to empower them with the technology they need.

This role is based out of our North Vancouver office and is open to hybrid remote work. Candidates must be eligible to work in Canada.

The Technology Operations department at Arc’teryx is dedicated to delivering a seamless and enterprise‑level technology experience for users across our organization, no matter their role. By providing intuitive and reliable equipment, connectivity, software, and support, we empower professionals to focus on excelling in their craft. Our team ensures that employees have access to the devices, productivity tools, and connectivity solutions they need, whether they’re working in our offices or remotely across the globe.

We are committed to developing tailored support solutions to meet the unique needs of our diverse workforce.

• Managing the Technology Service Delivery model–leading L1 and L2 support across Retail and Corporate Technology to deliver a consistent, premium service experience for Arc’teryx employees
• Leading senior technical team members, team leads, and specialized staff members, including guiding their careers, managing their performance, and coordinating their efforts
• Understanding the evolving demands on systems and services your team provides, investigating systems and processes to address those demands, and executing projects to implement those solutions
• Collaborating with other operations teams to address common challenges and projects, and integrate workflows as appropriate
• Monitoring team performance KPIs and tracking solution effectiveness against enterprise‑appropriate SLAs
• Organizing team efforts within the department project delivery framework, and ensuring coordination of those projects alongside relevant departments
• Building and owning your department budget to ensure funding is used efficiently and effectively to meet our company objectives
• Managing technology hardware inventory and procurement for Retail and Corporate users and overseeing the timely ordering and replacement of equipment through established procurement processes, maintaining accurate asset records
• Informing, creating, and socializing best practices, department codes of conduct, incident response plans, and other documentation core to department functionality
• Engaging with Amer Sports IT counterparts to leverage support materials, standards, and documentation while adapting them to reflect Arc’teryx’s brand
• Taking a hands‑on leadership approach by stepping in alongside the team during high‑demand periods, troubleshooting complex issues, and providing direct support to ensure continuity of service and team success under pressure

• Evolving the Technology Service Delivery model as the organization grows with programs such as regional support, executive support, and increasing service user experiences
• Expanding the Service Delivery model to incorporate emerging support domains—including eCommerce channels and guest‑facing applications
• Working with solution…