Senior Manager, End User Support

4 weeks ago

Golden Horseshoe, Canada Woodbine Entertainment Full time

Our rich history is a big part of who we are. With historic roots dating back over 135 years, Woodbine is steeped in tradition. We have been the engine that drives the Ontario horse racing industry, creating winning experiences for all our guests.

We are also currently on an amazing 20-year journey to ‘build a city within a city’ and transform the largest privately held land in Toronto into one of Canada’s premiere entertainment destinations. This journey will unlock the value of approximately 700 acres of land, leading to job creation and the revitalization of our communities, while enhancing our ability to share the thrill of horse-racing and cementing our place as an entertainment powerhouse.

We also take care of our PEOPLE. Here are some of the things we offer:

Full Group Benefits Plan

Pension

Paid Vacation

Discounts on Food

Ontario Attractions Discount

Free Parking

Opportunities for Advancement

Social Responsibility Initiatives

We need dedicated people to join our cause. Be part of Woodbine Entertainment and get inspired to make work awesome

The Senior Manager, End-User Support role is to oversee all Service Desk staff and ensure that end users are receiving the required assistance. This includes managing the process related to identification, prioritization and resolution of incidents, including triage of incident management. This role is responsible for planning the organization’s service desk according to best practices, ensuring customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. This role is responsible for lifecycle management and procurement of end-user devices and administration of corporate cellular technology.  Accountable for onboarding and offboarding of new employees as well as oversight of deployment of point of sale and payment processing in compliance with PCI regulations.  This role also contributes to escalated problem resolution, providing in-person, hands-on support to end users when necessary.

·Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems

·Plan and conduct performance appraisals of Service Desk staff

·Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.

·Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.

·Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.

·Ensure appropriate training initiatives for new and existing staff.

·Communicating financial and goal results and key performance indicators to direct reports

·Facilitating goal-level creation for the broader function and working with managers to ensure the goals cascade to all workers

·Ensuring clarity around priorities and goals for the entire functional area

·Develop and enforce request handling and escalation policies and procedures.

·Track and analyze trends in Help Desk requests and generate statistical reports.

·Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

·Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.

·Oversee the development, implementation and administration of service desk staff training procedures and policies.

·Train, coach and mentor Service Desk Technicians and other junior staff.

·Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

·Attend Change Advisor Board (CAB) meetings.

·Monitor incident trends and anticipate potential problems for proactive resolution.

Key Success Factors

·Solid relationship management and performance management skills.

·Ability to motivate and direct staff members and subordinates.

·Proven analytical and problem-solving abilities.

·Ability to effectively prioritize and execute tasks in a high-pressure environment.

·Good written, oral, and interpersonal communication skills.

·Exceptional interpersonal skills, with a focus on listening and questioning skills

·Ability to present ideas in business-friendly and user-friendly language

·Highly self motivated and directed.

·Keen attention to detail

·Team-oriented and skilled in working within a collaborative environment

·Solid relationship management and performance management skills.

·Ability to motivate and direct staff members and subordinates.

·Proven analytical and problem-solving abilities.

·Ability to effectively prioritize and execute tasks in a high-pressure environment.

·Good written, oral, and interpersonal communication skills.

·Exceptional interpersonal skills, with a focus on listening and questioning skills

·Ability to present ideas in business-friendly and user-friendly language

·Highly self motivated and directed.

·Keen attention to detail

·Team-oriented and skilled in working within a collaborative environment

Diversity, Equity, Inclusion and Belonging

Be Yourself.

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.

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