Senior End User Services Manager

2 weeks ago

St John's, Canada Standard Aero Full time

Senior End User Services Manager

Location: Winnipeg MB CA OR St. John's NL CA

Build an Aviation Career You're Proud Of

At StandardAero, we use our ingenuity and know-how to find solutions for the simple to the most complex challenges in aviation. Together, we get the job done and done well. Our stability, resources, and respectful culture supports you in building a solid career with a great team you can count on day in and day out for the long term.

As a Senior End User Services Manager you will provide overall leadership and supervision to the Service Desk team, as well as other operational areas related to end-user services and hardware and software lifecycle. The Senior End User Services Manager is responsible for implementing the planning, design, and enhancement of Service Desk processes based on industry best practices while ensuring a high level of customer service across all of our locations worldwide.

What you'll do:

  • Develop and implement Service Desk policies, processes and procedures to include responsibility for effectively communicating the status of all Service Desk operations.
  • Establish and manage processes to ensure effective support coordination between the IT Service Desk and other IT teams.
  • Develop Service Desk management strategies and needs, identifying staff, tools, and support requirements as necessary to ensure that Service Desk operations and support processes are working as expected.
  • Oversee problem resolution to identify trends or problem areas and ensure that support procedures are followed; identify opportunities to eliminate issues.
  • Administer the annual budget and help control costs.
  • Ensure Service Desk analysts are providing quality customer service and quick incident resolution.
  • Coordinate effective projects and knowledge transitions.
  • Serve as point of contact for escalation on major service disruptions to all locations and ensure appropriate communication channels are used effectively to notify end users and stakeholders.
  • Build and continually develop relationships with the teams across the organization.
  • Evaluate key metrics, KPIs, perform analysis, and provide reporting to leadership to drive consistency and an understanding of incident trends.
  • Build objectives and key results for the Service Desk team per the needs of the business.
  • Improve hardware distribution strategy and lifecycle practices.
  • Work towards our best version of white glove support amongst technicians.
  • Direct and oversee the work of Service Desk professionals, including training, mentoring, and ensuring professional development.
  • Establish continual service improvement plans, manage and track the progress of plans.
  • Manage vendor relationships, negotiate contracts and ensure compliance with SLAs and other agreements.
  • Provide regular reports to senior management on projects and initiatives.
  • Drive operational excellence leveraging ITIL practices, and maintain a current document library.
  • Lead IT Help Desk support operations for Level 1 and Level 2 support.
  • Drive a Lean culture/mindset. Require standard work for all processes including leadership accountabilities and communication.

What skills you will require:

  • Bachelor's degree in computer science, information technology, or related field.
  • At least 5 years of experience in a management role for a large organization.
  • Strong leadership and people management skills, with the ability to motivate and inspire a team.
  • Excellent analytical and problem-solving skills, with a process-oriented approach to management.
  • Proven experience in managing complex projects from conception to implementation.
  • Familiarity with security best practices and compliance regulations, such as PCI, HIPAA, GDPR, MACRED and NIST.
  • Excellent communication skills, both verbal and written.
  • Ability to work well under pressure and meet tight deadlines.
  • Some International travel required (typically 5% of the time).

Preferred characteristics:

  • Strong understanding of ITIL framework and best practices for IT service management or relevant certifications. ITIL Practitioner preferred.

Benefits that make life better:

  • Comprehensive Healthcare
  • 5% RRSP Matching
  • Paid Time Off
  • Bonus Opportunities
  • Short- & Long-Term Disability
  • Life & AD&D Insurance
  • Learning & Training opportunities

Raising the Standard of Excellence since 1911

With over a century of proven excellence, StandardAero has become an industry leader in MRO services and customized solutions in the aerospace field. Our shared values and learning-based culture inspire our team to exceed their potential and power our customers' missions worldwide. With on-the-job training, advancement opportunities, and excellent benefits, StandardAero invites you to experience a fulfilling and meaningful career with us.

Inclusivity Is Our Standard

StandardAero offers equal employment opportunities for all. Our supportive environment celebrates diversity with no room for harassment or discrimination of any kind. We invite you to bring your authentic self to our team and experience our welcoming culture.

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