Your Prospect at ARC'TERYXAs our next Manager, Technology Operations, Service Desk, you are responsible for leading the 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 TeamThe 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 ResponsibilitiesManaging 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 employeesLeading senior technical team members, team leads, and specialized staff, including guiding their careers, managing their performance, and coordinating their effortsUnderstanding the evolving demands on the systems and services, investigating systems and processes to address those demands, and executing projects to implement those solutionsCollaborating with other operations teams to address common challenges and projects, and integrate workflows as appropriateMonitoring team performance KPIs and tracking solution effectiveness against enterprise-appropriate SLAsOrganizing team efforts within the department project delivery framework,



and ensuring coordination of those projects alongside relevant departmentsBuilding and owning a department budget to ensure funding is used efficiently and effectively to meet company objectivesManaging 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 recordsInforming, creating, and socializing best practices, department codes of conduct, incident response plans, and other documentation core to department functionalityEngaging with Amer Sports IT counterparts to leverage support materials, standards, and documentation while adapting them to reflect Arc'teryx's brandTaking 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 pressureFuture WorkEvolving the Technology Service Delivery model as the organization grows with programs such as regional support, executive support, and increasing service user experiencesExpanding the Service Delivery model to incorporate emerging support domains—including eCommerce channels and guest-facing applicationsWorking with solution vendors, industry peers, and department leadership to monitor industry trends and changes, and integrating appropriate changes into our long-term strategySeeking out tasks and requests that create disproportionate demand on department capacity, and make appropriate changes to reduce their impactRedeveloping existing solutions to work for broader audiences to support our evolution as a global enterpriseQualifications5+ years in support technology with 3+ years of formal people leadership experience in a service desk domainExperience leading service desk operations in a multi-site enterprise environmentExperience in retail technology support across multiple time zonesCommunication skills to understand the needs of the departments that depend on us, and listening skills to understand the needs of your teamHands‐on scripting experience with PowerShell and/or ScriptRunner for Jira to automate service desk workflows, reporting, and integrations across enterprise toolsetsFamiliarity with ITIL or a similar service management framework is an asset; you understand incident, request, and problem management practices and can apply them pragmatically in a fast-moving environmentAbility to track complex budgets, projects,



and key performance indicators to inform stakeholders and deliver successAbility to balance day‐to‐day operations with important tasks of team leadership and developmentHands‐on experience with service desk platforms such as Jira Service Management, ServiceNowProactive identification of opportunities, and enact change in a way that delivers value and includes your team in that successAdaptability to reacting to changing needs, and development of a team culture that can respond to those changing needs effectivelyPassion for technology to be a force multiplier for your colleagues; excited to see the results of providing these tools to the people around youAbility to guide creation of clear documentation, and set expectations with your team to follow documented procedures and update as solutions evolveWorks well under tight deadlines and surges in demand while maintaining a collaborative attitude and quality of workPassion for work is paralleled by passion for outdoor lifeCompensationThe salary range for this role is CAD$125,000 – CAD$164,000.Total RewardsMost 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.BenefitsHealth & 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 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).Equal OpportunityArc'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. #J-18808-Ljbffr

📌 Manager, Technology Operations, Service Desk (North Vancouver)
🏢 Arc'teryx Equipment
📍 North Vancouver