Senior Manager, CMC Helpdesk



Toronto, Canada
Full Time
3y ago

Company Description

Life at Cineplex:

Cineplex is synonymous with entertainment. Known as Canada’s largest and most innovative film exhibitor, we’re so much more than movies - operating The Rec Room, Canada’s favourite destination for ‘Eats & Entertainment’ and Playdium, specially designed for teens and families.

At Cineplex, change and disruption are nothing new. Infusing innovation into everything we do has fueled our evolution as a fully-integrated, diversified and growing organization with exciting career opportunities in our locations and corporate functions. Grow with us, and explore roles in operations, food services, hospitality, digital commerce (, digital (Cineplex Digital Media) and cinema media (Cineplex Media), consumer loyalty (SCENE), finance, human resources, technology, amusement solutions (Player One Amusement Group), and more.

Proudly recognized as having one of the country’s Most Admired Corporate Cultures, we rally behind our values of Teamwork, Innovation and Excellence. 

We are creative, curious and love thinking big. The next evolution of Cineplex starts here, with you. 

Learn more about our businesses through the links below. 

Cineplex | Cineplex Digital Media |  | Cineplex Media | Cineplex Store | Player One Amusement Group | Playdium | The Rec Room | SCENE 

Inclusion & Diversity:

Cineplex is an equal opportunity employer with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable. 

Job Description

The Helpdesk Managers role is responsible for managing the first level helpdesk within the Cineplex Monitoring Centre (CMC). The Helpdesk Manager plays a large part in leading, motivating, coaching and monitoring the activities of all first level helpdesk, specialists, Helpdesk Team Leads and the Major Incident Manager.  In addition, the Helpdesk Manager will assist in the rollout & deployment of new theatre systems.

What You Will Be Doing

  • Leading, Managing, training, and motivating the first level Helpdesk on a day-to-day basis to achieve goals and milestones
  • Ensure the Helpdesk is providing a positive customer service experience to all internal and external customers through regular coaching
  • Develop and maintain internal process documentation ensuring a consistent delivery of service
  • Develop key metric reports for both Helpdesk service and call management, utilizing a variety of software tools to be distributed to Sr. Management and Stakeholders
  • Provide Support for Projects as required
  • Manage external vendors ensuring service levels are managed and adhered to


What You Need

  • University / College education in a computer related course of study or equivalent experience required
  • 2 years minimum within a Manager role

Who You Are

  • Experience with incident management software ServiceNow is advantageous

  • Experience with Genesys Cloud is an asset

  • O365 and Windows based environments is needed

  • MAC and Linux experience an advantage

  • Must be proactive and possess strong interpersonal, customer service, communication, and organizational skills

  • Must possess excellent written and verbal presentation skills

  • Must be self motivated with a “can do” attitude

  • Must be able to quickly acquire an in-depth knowledge of multiple custom applications

  • Must be proficient with Window Operating Systems, MS office, and support tools

  • Must be able to handle multiple priorities and manage available resources accordingly in a fast-paced environment

What Sets You Apart

  • Formal training in helpdesk / contact centre management / ITSM tools
  • 5 to 7 years of I.T. related experience
  • Experience with Service Now

Additional Information

Interested applicants, please apply today.

While we appreciate all interest, only those candidates selected for an interview will be contacted. As part of Cineplex Entertainment’s standard recruitment process, suitable candidate(s) will be required to undergo pre-employment screening as a condition of employment or promotion.

No Agency Calls Please


Apply for this job

Click on apply will take you to the actual job site or will open email app.

Click above box to copy link
Get exclusive remote work stories and fresh remote jobs, weekly 👇
View all remote jobs
Onkar By: Onkar