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 build a department strategy that aligns with department goals, break that strategy into projects for your team, and deliver on those projects effectively. 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.

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. If you were in the Manager, Technology Operations, Service Desk role now, here are some of the core activities you would be doing: 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, and team leads, and specialized staff members, including guiding their careers, managing their performance, and coordinating their efforts Understanding the evolving demands on the 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 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 vendors, industry peers, and department leadership to monitor industry trends and changes, and integrating appropriate changes into our long-term strategy Redeveloping existing solutions to work for broader audiences to support our evolution as a global enterprise Are you our next Manager,



Service Desk? ~ You have 5+ years in support technology with 3+ years of formal people leadership experience in a service desk domain ~ You have experience leading service desk operations in a multi-site enterprise environment ~ You have experience in retail technology support across multiple time zones ~ You have 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 is an asset, you understand incident, request, and problem management practices and can apply them pragmatically in a fast-moving environment ~ You can track complex budgets, projects, and key performance indicators to inform stakeholders and deliver success ~ You have hands-on experience with service desk platforms such as Jira Service Management, ServiceNow ~ You can adjust your plans to react to changing needs, and develop a team culture that is able to respond to those changing needs effectively ~ You truly believe in the potential of technology to be a force multiplier for your colleagues and are excited to see the results of providing these tools to the people around you ~ You work well under tight deadlines and surges in demand for your time while maintaining a team-oriented attitude and maintaining the quality of your work. ~ The salary range for this role is CAD$ 125,000 - CAD$164,000 We’re committed to fair, equitable, and competitive pay, reviewed regularly to ensure internal alignment and market relevance. 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).

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). *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.

Join us in creating positive change in ourselves, our communities, and the world.

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