Job Title: IT Service Delivery Manager (SDM)

Location: Toronto – ONSITE for first 3 months, after which a HYBRID arrangement will accommodated

Job Type: Contract – 12 months, possible extension

Reports to: Director of Information Technology

Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist

who moved to Canada to follow his dreams. From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo. Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world. At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder's incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.

If you're passionate about travel and innovation, we invite you to be a part of our exciting

journey!

Key Responsibilities:

• Strong emphasis on customer service, and the need for experience with managing or leading an IT helpdesk, or service delivery team. and operations functions. Strong knowledge of the Microsoft Suite, Email and end-user compute.
• Manage Technical Support Team: lead and mentor a team of L1 and L2 technical support representatives, providing guidance, coaching and performance feedback
• Act as an escalation point for complex issues, providing hands-on support to customers when necessary
• Ensure timely and efficient resolution of customer inquiries, issues, and incidents, creating a high level of confidence in our service delivery capabilities
• Have ownership all support processes, workflows and incidents
• Collaborate with cross-functional teams to solve service delivery issues, and establish protocols for efficiency and improvement
• Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides and best practices, to empower both the support team and customers
• Build, train and cultivate a high performing team that provides strong Support that ensuring team performance aligns with company goals
• Continuously evaluate and enhance support processes to increase efficiency, effectiveness and customer satisfaction

Qualifications:

• 5-10 years of experience in technical support within a Microsoft environment

• Strong knowledge of Microsoft 365 services (Exchange Online, SharePoint, Teams, OneDrive) and configurations, optimizations, and troubleshooting.
• Proven experience managing and leading a technical support team
• Strong technical background and ability to troubleshoot complex issues
• Passion for delivering a great support experiences and a drive to ensure customer issues are solved; even when the resolution requires assistance outside of your Support Team
• Solid understanding of support metrics and experience in driving team performance towards set goals
• Strong analytical and troubleshooting skills, with the ability to assess client requirements as well as incidents
• Experience in IT Service Management tools
• ITIL certification would be an asset

Preferred Qualifications:

• Certifications such as Microsoft, ITIL, ITSM
• Experience with workflow design, asset management, configuration management
• Familiarity with network technology and its implementation in cloud and hybrid networks.
• Experience with cloud services like M365, AWS, or Azure.

Working Conditions:

• Full-time contractual position with occasional after-hours troubleshooting or emergency support
• In-office presence is required for the first 3 months of the contact, after which remote is possible.

The Goway Advantage:

We're more than just a company—we're a close-knit family that values inclusivity, diversity, and innovation. Here, we don't just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world.

We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide RRSP employer matching and ongoing training to help you stay ahead in the industry. Our comprehensive health benefits package ensures you're well-supported, and we offer opportunities for discounted worldwide travel. You'll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.

How to Apply:

If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let's grow together. Click Apply Now today!

Please note: Goway Travel will never reach out to you on WhatsApp to proactively recruit you for any kind of work. We will also never ask you to create an account or install an app during recruitment. If you receive a message of this nature, please disregard and block the sender, and report it to Goway.

*All candidates will be afforded equal opportunity through the recruiting process. Please be advised only those candidates selected for interviews will be contacted