IT Workplace Service and Innovation Manager

Join Riverside Natural Foods Ltd., a $300 million+ Canadian-based, family-owned, and globally operating business, committed to leaving the world better than we found it. As a B-Corp certified, Triple-Bottom Line company, we proudly manufacture nutritious, 'better-for-you' snacks such as MadeGood and GOOD TO GO. We value teamwork, humility, respect, ownership, adaptability, grit, and fun.

We're on an ambitious mission to double our business by 2027, and we need talented individuals like you to help us reach new heights. At Riverside, you'll have the opportunity to chart your own path to success while contributing to ours. We believe anything worth doing is worth doing right, and our values will guide us through the rugged terrain - and yes, it will get rough. But that's what makes the journey worthwhile.

So, lace up your boots and let's tackle the climb together. Join us as our IT Workplace Service and Innovation Manager.

You can learn more about us at www.riversidenaturalfoods.com.

Position Summary:

The Workplace Service and Innovation Manager, who is a member of the IT Infrastructure team, leads the IT Helpdesk operations to serve all Riverside users. The quality of the service is evaluated by service reliability, user satisfaction, and asset efficiency.

Riverside IT Helpdesk is staffed by both permanent employees and 3rd party service providers. The helpdesk supports Riverside users to use workplace technologies and solutions. The users are based at sites in GTA, Calgary, Chicago, Europe and at home offices. Helpdesk support is provided during regular business hours and after hours. The workplace technologies and solutions that are utilized at Riverside include computers and peripherals, printer, RF scanner, VoIP phone, cell phones, tablets, Microsoft Office 365 applications, such as Outlook, Teams, OneDrive, etc., MFA, Adobe, DocuSign, Shared Drive, websites and domains, AWS, Azure cloud, ITSM, and other desktop and Cloud based solutions.

Primary Responsibilities:

• Responsible for the establishment and continuous improvements of the Helpdesk process.
• Defining the workflow, roles and responsibilities, and SLA with all the parties involved in the process.
• Continuously looking for opportunities to improve the process.
• Responsible for the procurement, deployment, tracking, maintenance and decommission of workplace technologies and solutions.
• Responsible for the delivery of the user-training of the workplace technologies and solutions.
• Maintain comprehensive and up-to-date knowledge and documentation of the workplace services and solutions.
• Responsible for the management of the IT part of the on-boarding and off-boarding process.
• Responsible for the budgeting and tracking the costs associated with the IT workplace services and solutions.
• Leads contract negotiation and regular SLA reviews with 3rd party service and solution providers.
• Leads projects to implement new or to improve existing workplace services and solutions.
• Engage stakeholders regularly to gain firsthand insight on service quality and improvement opportunities.
• Explore, experiment, recommend and deliver workplace technologies and solutions innovations.
• Provide service reports regularly.
• Manage and mentor team members.
• Collaborate with other members of the IT Infrastructure team to implement new or to improve existing IT infrastructure solutions, such as SOC, NOC, Disaster and Recovery Plan of IT infrastructure etc.
• This is a full-time on-site position.
• The role requires traveling in Canada and USA up to 4 times a year. Requires working occasionally outside of the regular business hours due to project work or IT emergencies
• Other duties as required.

Reporting Relationships

• This position reports to the Director of Technology and Innovation
• This position will have direct reports and will manage 3rd party service and solution providers.

Qualifications

• Post-Secondary diploma in Information Technology related fields.
• Minimum of 5 years of experience in a leadership position of an IT Helpdesk of a company with >500 employees.
• Must have experience in managing IT projects that involve 3rd party IT service and solution providers.
• Must have hands-on experience in using and supporting common IT hardware, such as computer, printer, tablets etc.
• Must have hands-on experience in using and supporting key Microsoft 365 applications, such as Outlook, OneDrive, Teams etc.
• Must have Microsoft 365 administration experiences. Microsoft 365 administration certification preferred.
• Must have experience in using common ITSM solutions. ITIL or other ITSM certifications strongly preferred.
• Certification in Cybersecurity strongly preferred.
• AWS training, certification is an asset.
• PASSIONATE and has a desire to learn, roll-up their sleeves and set an example as a "doer".
• Ability to prioritize and multitask multiple projects at the same time.
• Ability to work autonomously.
• Ability to work well under pressure in a fast-paced environment.
• Strong problem-solving skills and attention to detail and accuracy.
• Excellent interpersonal and collaboration with a proven ability to successfully deal with complex issues working within the context of cross-functional teams.
• Strong verbal, written and interpersonal skills.
• Exceptional time management and organizational skills, self-starter with a high level of initiative and ADAPTABILITY
• TEAM player with a positive attitude.
• Demonstrates HUMILITY throughout the company on a daily basis.
• Aptitude to exhibit, RESPECT and protect Riverside's Core Values in a changing environment

What we expect:

• Values-led: You'll be a member of a thoughtful and compassionate team that prioritizes respect, teamwork and resourcefulness along with a good dash of fun. Sometimes, even making granola bars is hard, and life's too short to take ourselves so seriously that we don't enjoy the journey.
• Unparalleled experiences and opportunities: We're still determining who we are and what we can be. Help us shape what this organization will look like and what we'll offer the world, into the future. This means rolling up your sleeves and sometimes building the process - fast! - while employing it. At Riverside, progress occasionally means proceeding imperfectly, and we're okay with that, as long as we're staying true to our values and learning and improving along the way.
• Access to everyone: We're a flat organization with few silos which means you'll have full access to everyone from our founders to our production staff. Even when employees dress up, they wear steel-toed shoes. So don't be shy. Speak up, share your ideas and go places you normally wouldn't - like the plant, or the boardroom.
• Personal development: We'll support and empower you to chart your own path and reach any heights you set for yourself. Career paths at Riverside are carved by the people walking on them, not dictated by leaders. Count on us to give you the training and tools to grow and progress.
• Gratitude: As a growing business, we can't always offer formal recognition like awards programs, but we do show our true gratitude and appreciation. At Riverside, we're all in this together and we value you.

What We Offer:

• Values-led: We don't cut corners or step on anyone or anything on our way to our summit. There is no winning at all costs here. Every step you take must align with our values, no compromises.
• Courageous determination: As a family-run, rapidly growing business, we are often challenged to find ways to deliver that aren't obvious or easy. You must be willing to try, ask and answer challenging questions, test and learn, turn over every stone, keep moving forward and help us find a way through. Resourcefulness and grit will be your constant companions at Riverside and will serve you well.
• Humility: We're a small (but growing) fish in a sea of whales and sharks. We know the products we offer are some of the healthiest and most sustainable, but we don't brag about it, and know we have a steep path ahead. We pride ourselves in being respectful and supportive of others while shining brightly through our innovative, high-quality products. There isn't one superstar at Riverside. We take turns leading the way as we climb to the summit.
• Continuous improvement: As a learn-as-we-go organization, we rely on each other to continuously improve everything we touch to make it better, more efficient, more sustainable, and more endearing to customers, consumers, employees, vendors, partners and the community. We own our mistakes and learn from them as we wind our way to the top.

Wait! There's more!

• Immerse yourself in our comprehensive benefits program, with Riverside taking care of the costs!
• RRSP matching or IRA matching for an empowered financial journey
• Join Employee-Led Resource Groups (ERGs) championing mental health, sustainability, diversity, women, and LGBTQ+ rights
• Develop your career further through our Riverside University program and with our Tuition Reimbursement Program
• An open concept work environment that embodies our Values

How to Apply:

If you have the commitment to excellence, the energy, the attitude and experience we need, then please submit your resume to careers(AT)riversidenaturals.com with the subject line IT Workplace Service and Innovation Manager or click the apply button!

Riverside Natural Foods Ltd. is committed to providing an inclusive and accessible environment for everyone. If you have a disability and require accommodation in the interview process, please let us know when you apply. We thank all applicants for their interest; however, due to volume, please note that only candidates selected for an interview will be contacted.