Manager of Employee Technology Support

2 weeks ago

Toronto, Ontario, Canada Morningstar Full time

The Team

The Role


As the Manager of Employee Technology Support, you are primarily responsible for managing all aspects of the local support team based in Toronto; currently 1500 people.

You will drive the improvement of our services and ensure excellent customer service is delivered to a high level to our employees.

This role reports to the Senior Manager of Employee Technology and is based in our Toronto office.

Job responsibilities:

  • Be the point of contact for high priority problems and issues, making sure they are resolved as quickly and efficiently as possible, and proactively working on solutions to eradicate repeat problems for the future
  • Have a deep understanding of available technology and research to learn about innovative solutions and new releases
  • Motivate and instill a professional ethic and pride within the team
  • Provide continuous improvements from customer feedback
  • Manage day to
- day operations, conduct regular one-to-one meetings with the team members to drive performance

  • Ensure development of and team adherence to processes and policies
  • Monitor and prioritize team workload to ensure work is being allocated and resolved according to SLAs
  • Ensure the team is meeting its objectives both within the business and for the Excellent Employee Experience
  • Maintain, analyze and provide ongoing training for the team, advising on career planning
  • Identify and resolve gaps in the support process
  • Managing the support of all local Zoom/AV conference rooms and ensuring all are operational
  • Ensure assets are being managed by the team according to policy
  • Ensure monthly, quarterly, and annual IT asset audits in are carried out and delivered on time
  • Hold regular meetings with the Employee Experience Manager to follow up on customer feedback
  • Work with the Global Data Reporting Manager to improve team performance
  • Work closely with other Global Employee Technology managers on IT projects

Qualifications:

  • At least 3 years' experience in managing a Employee Technology support team in an organization of at least 5,000 employees with multiple locations
  • Previous experience in carrying out HR processes (reviews, compensation, recruitment)
  • Good knowledge of ITIL framework including ITIL Foundation Certification V
  • A high level of accountability and the ability to prioritize and delegate is essential
  • Ability to meet tight deadlines
  • You must be able to demonstrate the ability to thrive within a fast paced, demanding support environment whilst maintaining high standards and a customer centric approach
  • You must be a selfmotivated professional with excellent communication and documentation skills and be very well presented as you will be an ambassador for the company
  • Strong leadership and decisionmaking skills
  • Excellent problemsolving skills
  • Outstanding customer service skills
  • Experience of supporting and using Windows 10 Enterprise, Active Directory, Microsoft Office 365 and Cybereason Endpoint Protection
Morningstar is an equal opportunity employer.

100_MstarResCanad Morningstar Research, Inc. (Canada) Legal Entity

Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week.

We've found that we're at our best when we're purposely together on a regular basis, at least three days each week.

A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

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