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.

Meet Your Future Team

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.

Key Activities

- 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

Future Projects

- 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 vendors, industry peers, and department leadership to monitor industry trends and changes, and integrating appropriate changes into our long‑term strategy
- Seeking out tasks and requests that create disproportionate demand on department capacity, and making appropriate changes to reduce their impact
- Redeveloping existing solutions to work for broader audiences to support our evolution as a global enterprise

Qualifications

- 5+ years in support technology with 3+ years of formal people leadership experience in a service desk domain
- Experience leading service desk operations in a multi‑site enterprise environment
- Experience in retail technology support across multiple time zones
- Communication skills to understand the needs of the departments that depend on us, as well as the listening skills to understand the needs of your team
- Hands‑on scripting experience with PowerShell and/or ScriptRunner for Jira to automate service desk workflows, reporting, and integrations across enterprise toolsets
- Familiarity with ITIL or a similar service management framework–asset, you understand incident, request, and problem management practices and can apply them pragmatically in a fast‑moving environment
- Track complex budgets, projects, and key performance indicators to inform stakeholders and deliver success
- Balance day‑to‑day operations with significant tasks of team leadership and development
- Hands‑on experience with service desk platforms such as Jira Service Management, ServiceNow
- Proactively identify opportunities,



and enact change in a way that delivers value and includes your team in that success
- Adjust plans to react to changing needs, and develop a team culture that can respond effectively to those changes
- Believe in technology as a force multiplier for colleagues and excited to see the results of providing these tools to people around you
- Guide creation of clear documentation, set expectations with your team to follow documented procedures, and update documentation as solutions evolve
- Work well under tight deadlines and surges in demand while maintaining a collaborative attitude and quality of work
- Passion for work is paralleled by passion for getting outside and living

Compensation

The salary range for this role is CAD$125,000 - CAD$164,000.

Total Rewards

Most new team members join between the start and midpoint of the range, where you can contribute right away while continuing to grow your craft, your collaborations, and your impact at Arc’teryx. This range reflects market alignment and the scope of the role. Individual pay is determined by your skills, experience, and level of responsibility.

We’re committed to fair, equitable, and competitive pay, reviewed regularly to ensure internal alignment and market relevance. Transparency is part of how we follow through on our commitments and how we honour the value you bring to our team.

In addition to base pay, Arc’teryx supports people through benefits designed to sustain both work and life:

- Health & wellbeing - Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender‑affirming care and a 24/7 Employee Assistance Program (EAP).
- Financial wellbeing - RRSP matching and eligibility for Arc’teryx Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable.
- Time & flexibility - Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore).
- Family support - Parental leave top‑up and a nesting period for new parents.
- Growth, community & gear - Professional development opportunities, Arc’teryx Academies (outdoor skill‑building events), Employee Belonging Councils, and access to employee discounts and Pro Deals (exclusive discounted pricing on gear).

*Eligibility for certain programs may vary by role.

Equal Opportunity

Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.

Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.

All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

📌 Manager, Technology Operations, Service Desk (Vancouver)
🏢 Arc’teryx group
📍 Vancouver