Manager End User Services

Join to apply for the Manager End User Services (IT Support) role at Workplace Safety and Insurance Board (WSIB). This role requires the successful applicant to commit to an in-office work arrangement up to 5 days a week beginning in 2026. About WSIB We help injured or ill workers receive wage-loss benefits, medical coverage and support to return to work. Funded by businesses, we provide no‑fault liability insurance and health and safety information. WSIB covers over five million people in more than 300,000 Ontario workplaces. Opportunity Explore many career paths and follow your passion. Continuously learn and grow professionally. Be recognized for the great work you do. Participate in programs that support health and wellbeing. You’ll also receive a competitive salary, a comprehensive benefits package and a defined‑benefit pension plan. Salary Grade N09 From: $110,594.16 To: $138,243.00 Job Summary This role oversees a team of 7 direct reports and manages 10–15 specialists from external partners. The ideal candidate brings certified experience in Microsoft Teams Apps and Power Platform, Microsoft Teams Phone, Microsoft Copilot Apps, Microsoft 365 Fundamentals, Microsoft Intune and Windows 365. Responsibilities include delivering end‑user computing solutions and support services that provide value to WSIB business areas and staff, ensuring device, application and data security, and leading technology adoption. Major Responsibilities Plan, manage, and control section activities, including annual project planning, resource allocation, recruitment, performance reviews, and guidance to staff. Provide expertise and direction to the team. Identify and address blockers, inefficiencies, and other issues to ensure effective service delivery. Participate in branch management and develop branch goals aligned with divisional objectives. Evaluate performance and motivate staff to deliver excellent customer service. Direct end‑user computing and support functions to align with IT Shared Services objectives. Research and identify emerging industry practices for implementation at WSIB. Design, implement, measure, and improve end‑user computing strategy, roadmap, and governance framework. Own process inventory, perform service‑management process ownership, develop operational documents and controls, define data requirements for ServiceNow, and lead analysis of critical processes. Manage performance, quality, and compliance; lead process and tool improvement initiatives. Define and manage KPIs to support optimal IT service delivery to service level targets. Lead cross‑matrix teams and influence daily operations across multiple providers and technology disciplines. Lead RFx and supplier management processes for end‑user computing services, including hardware, software, outsourced service providers, and supplier performance management. Achieve consistent service levels for operational activities, including hosting weekly operational meetings, reviewing maturity practices, acting as SME for principals, and providing advanced data analysis. Set vision and execute the Microsoft Office 365 suite roadmap, expand collaboration offerings, and ensure digital workplace tools align with IT Shared Services objectives. Own and deliver complex‑user computing technology projects from planning through execution. Oversee hardware and software inventory, develop multi‑year technology refresh plans, test new products, and develop service‑request reports. Develop disaster recovery and business continuity plans for end‑user computing support services. Education & Experience Post‑secondary education with relevant work experience. Undergraduate degree in a business or STEM‑related discipline preferred. ITIL Foundation certification. COBIT Foundation certificate preferred. 8 years’ work experience in information technology. 3 years’ people‑management experience. 2 years’ ServiceNow ITSM experience or related ITSM tool. Preferred Level 8 years’ management experience with information technology and progressive leadership responsibility. 2 years’ experience with Artificial Intelligence, analytics and associated capabilities. 2 years’ experience in Customer Engagement and Business Relationship Management. 2 years’ experience with Knowledge Management. Additional Information Certified experience in Microsoft Teams Apps and Power Platform, Microsoft Teams Phone, Microsoft Copilot Apps, Microsoft 365 Fundamentals, Microsoft Intune and Windows 365. Equity, Diversity and Inclusion We respect and value diversity, create an where employees can be themselves, and celebrate differences. Conflict of Interest Disclosure Employees must disclose any circumstance that could result in a conflict of interest. Contact the Talent Acquisition Centre for disclosure questions. Privacy Information WSIB collects personal information from your resume, application and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre will use this information to assess your qualifications and for recruitment purposes. If you have questions, contact the WSIB Privacy Office. Application Instructions Please submit your application by the closing date. #J-18808-Ljbffr