YVR is a place of connection, bringing together people, places, and cargo while ensuring a safe and efficient experience for everyone.
Position overview
We have an opportunity for a permanent, full-time Manager, Technology Services in the Innovation and Technology Department. Reporting to the Director, Innovative Travel Solutions the Manager, Technology Services will lead YVR’s 24x7x365 IT Support Desk function.
The role is accountable for delivering reliable, responsive, and high-quality support services, while advancing the team’s capability to resolve issues at first point of contact and reduce reliance on escalation. This includes ensuring effective incident response, adherence to established support processes, and the continuous development of knowledge, procedures, and tools that enable consistent and efficient service delivery.
Key responsibilities include:
- Lead day-to-day Support desk operations, ensuring timely and effective resolution of incidents and service requests.
- Act as the primary point of contact for handling escalations and conducting service reviews for IT support services across all corporate business units, airlines, government agencies and stakeholders, ensuring clear communication and strong engagement.
- Lead, coach, and develop a high-performing service desk team, fostering a culture of accountability, curiosity, and continuous improvement.
- Develop team capability to increase first-contact resolution and reduce reliance on Tier 2/3 support.
- Establish the service desk as a centralized, service-oriented function that improves efficiency and user experience.
- Introduce AI-enabled tools to support incident resolution, knowledge retrieval, and service automation.
- Drive employee engagement and retention by creating a respectful, supportive, inclusive, and high-performing work environment.
- Align team capacity and skills to evolving service demands, ensuring the service desk can scale and adapt as new services are integrated.
Key qualifications include:
- Minimum 5+ years of experience in IT service delivery or support operations, including experience in a 24/7 or mission critical environment, with minimum of 3 years of people management, preferably in a unionized environment.
- Post-secondary education in Information Technology, Engineering, Business, or a related discipline or an equivalent combination of education and relevant experience, including demonstrated expertise in IT service delivery, operational systems, or technical environments.
- Strong understanding of operational systems, dependencies, and safety considerations in a live environment.
- Proven ability to translate operational knowledge into effective technology support and service delivery improvements.
- Strong knowledge of IT service management principles and support operations.
- Excellent customer service, communication, and incident coordination skills.
- Budgeting skills to oversee operating budgets.
Although not required, French language skills are an asset as we are committed to providing bilingual services to our visitors and passengers. This helps us meet federal language obligations while ensuring welcoming experience. Candidates who do not speak French are still strongly encouraged to apply.
This position is open to Vancouver Airport Authority employees only. Previous job performance will be taken into consideration for all internal candidates that apply for this position.
As part of our recruitment process, shortlisted candidates may be required to participate in an assessment process.