Supervisor, IT Service Delivery & Customer Experience

Description Job Overview: Reporting to the Manager, IT Services & Customer Experience, the Supervisor, IT Services & Customer Experience is responsible for the day-to-day leadership and execution of IT support operations across all High Liner Foods sites. This role serves as the primary people leader for the IT Services & Support Specialists and Coordinator, providing direct coaching, scheduling, and operational direction to ensure service delivery is consistent, timely, and aligned with defined standards. The Supervisor acts as the operational escalation point, during and after business hours, for incidents and service requests, owns end-user asset lifecycle execution, and drives standardization and continuous improvement in support processes across all locations. Essential Duties and responsibilities Lead and oversee day-to-day IT support operations across multiple sites, including team leadership, workload management, coaching, scheduling, and operational escalations. Manage end-to-end IT service delivery, including incident, request, and ticket management, ensuring SLA compliance, service quality, root cause analysis, and minimal business disruption. Administer and maintain Microsoft 365 environments, including Active Directory, Exchange Online, SharePoint, Teams, and OneDrive, while supporting cybersecurity and business continuity initiatives. Oversee IT asset lifecycle management, device provisioning, licensing, onboarding/offboarding coordination, and standardization of operational procedures to improve efficiency and user experience. Coordinate releases, deployments, vendors, managed service providers, after-hours support, and operational readiness activities, ensuring effective escalation management and support continuity. Drive continuous improvement, automation, AI adoption, documentation management, and customer satisfaction initiatives to enhance operational performance and service delivery. Qualifications Undergraduate degree or college diploma in Information Technology or a related field. 3+ years of leadership/supervisory experience combined with hands-on IT support experience, preferably within a CPG environment. Strong experience supporting and troubleshooting Microsoft 365 applications, including Outlook, SharePoint, OneDrive, and Teams. Solid technical knowledge of infrastructure, data centers, servers, networking, and Windows Server technologies including Active Directory, DNS, DHCP, and Group Policies. Proven ability to manage multiple incidents, requests, and priorities effectively within a fast-paced, dynamic environment. Experience with vendor management, audits, risk assessments, IT gap analysis, and the development of operational documentation, policies, and procedures. Strong analytical, troubleshooting, and workflow improvement skills, with the ability to communicate technical concepts clearly to non-technical stakeholders. Self-motivated and adaptable team player with exceptional attention to detail; ERP support experience, including Oracle JDE, is considered an asset. Demonstrated passion for putting customers and consumers at the heart of their work Strong ‘all hands on deck’ mentality, knowing that as a team we can strive and win as a team Current employees please note: this position is referral bonus eligible! See our policy for more details. What's in it for you? Join High Liner Foods for a career where you shape your path, backed by great benefits, flexible work, and a culture of diversity, innovation, and sustainability. Immerse yourself in opportunities to make a real impact and grow with us in our mission to nourish lives. Start your adventure where endless possibilities to thrive together await. Competitive Salary Heath, dental & vision coverage Pay for performance incentives Employee & Family assistance programs Wellness Programs Retirement Planning Supplemental Parental Leaves Disability Support Family friendly Flex policies & Summer hours Volunteer hours Learning and mentorship opportunities Safety focused work environment About High Liner Foods Founded in 1899 in Lunenburg, Nova Scotia, High Liner Foods has grown from a small salt fish company into a leading North American processor and marketer of value-added frozen seafood. Our trusted brands — including High Liner, Fisher Boy, Mirabel, Sea Cuisine, C.Wirthy & Co, Mrs. Paul’s, Van de Kamp’s, and Icelandic Seafood — are enjoyed by families, restaurants, and institutions across Canada and the United States. Guided by our purpose of Reimagining Seafood to Nourish Life, we combine over a century of expertise with innovation, consumer insight, and responsible practices to deliver high-quality seafood people can trust. At High Liner Foods, we are a people-first organization. We invest in our employees through development opportunities, collaborative teamwork, and a culture where safety, well-being, and growth are priorities. Whether in our offices, plants, or distribution teams, our people work together to deliver excellence and drive the future of seafood. Our Values Serve with Purpose – We put our customers and consumers at the heart of everything we do, creating quality products that help to nourish lives and foster connections that go beyond the plate. Do the Right Thing – We lead with integrity, act responsibly, and make choices that support our people, our partners, and our planet. . Innovate & Reimagine – We challenge the norm, embrace fresh ideas, and turn innovation into impact. All Hands on Deck – Powered by people and driven by purpose, we lead with courage, hold one another accountable, and celebrate as a team Ready to make waves with us? Join High Liner Foods and help shape the future of seafood. To learn more please visit our our Career / LinkedIn / Indeed page #HLSJ