Manager, End User Service Desk

3 months ago


Toronto, Canada LCBO Full time

Location Address:
100 Queens Quay East, 9th Floor, Toronto

Number of Openings:
1

Pay

$72,205.00 - $130,012.00

Job Posting Description:
This is a hybrid role #LI-Hybrid

The End-user Service Desk Manager is an important role within the IT department. You will be responsible for overseeing the efficient operation of the service desk functions that support both LCBO's retail and enterprise environments. Reporting to the Senior Manager of Technology, you will lead a team responsible for providing essential technical support to ensure seamless user experiences across the organization. You will oversee and strategize a comprehensive asset management program. This program is designed to ensure the deployment, monitoring, and maintenance of IT assets. You will also collaborate with partners to design and complete asset lifecycle strategies that align with our financial and operational goals.

If you are a leader who is looking to join a best-in-class company, then this is the role for you

About the Role

Strategy & Planning (35%)
- Develop a comprehensive strategy for End-user Technology operations that aligns with LCBO's strategy. Provide leadership by shaping and building a strategic roadmap for End-user Technology operations. Use industry trends, in-depth knowledge, and user insights to lead the development of a forward-looking service strategy
- Collaborate with direct report managers to create a strategic roadmap for the entire End-user Technology portfolio, ensuring understanding of our goals. Practices for incident management, problem resolution, and escalation procedures.
- Business Case Development: Develop and present compelling business cases for End-user Technology programs; communicate the value and effect of proposed projects. Collaborate with peers in other IT groups to support their business case development.
- Define software models, metrics, and asset management best practices
- Manage external technology partners, ensuring their performance aligns with LCBO's goals.
- Define and monitor KPI's to measure service desk performance, customer satisfaction, and efficiency.
- Present regular reports to senior leadership, highlighting achievements, challenges, and improvement opportunities.
- Build relationships with teams and partners to understand their technology needs and provide appropriate support solutions.
- Stay current on new technology trends as they pertain to End-user Service Desk operations and establish a technology evaluation rhythm based on upcoming solution needs guided by business and programs.

Service Desk and Software Operations Portfolio Management(35%)
- Oversee the activities of teams responsible for Service Desk, and POS Helpdesk Retail (level 1), Tech bar support (level 2 support), Asset and licensing management
- Accountable for all End-user Technology hardware and software assets. Establish and maintain asset tracking for both hardware and software assets. Ensure all services agreements are documented and updated as services changes.
- Responsible for the Enterprise-wide end-user computing licensing strategy ensuring cost-effective license compliance.
- Implement software strategies such as co-terming agreements.
- Provide direction to and consultation with software product owners regarding processes related to software procurement, new products, agreements, renewals, and amendments.
- Oversee the service desk operations, including POS Helpdesk for retail environments and Service Desk for enterprise users.
- Establish and maintain operational Service level agreements in-conjunction with LCBO’s service management teams.
- Establish performance and capacity monitoring capabilities to improve Service level agreements and reduction in frequencies of major incidents.
- Assess new technologies to improve technology

Leadership & People Development (20 %)
- Monitor expectations of performance for 3rd party partners to ensure they are meeting LCBO’s support requirements and Service level agreements.
- Build and manage a Customer-Centric Quality Services team, delivering excellence and supporting personal and team growth while removing obstacles for success
- Provide direction and coaching to the department team, guide resource and capacity management to support projects and distribution of assignments. Lead the development of training and succession plans and seek input from team members to enhance technical, analytical, and business capability across the team

Project & Financial Responsibility (10%)
- Manage the financial aspects of the End-user Service Desk operations, including budget allocation, expense tracking, and cost optimization.
- Collaborate with the Senior Manager of Technology to maintain the annual budget for the service desk functions.
- Ensure compliance with financial procedures, procurement guidelines, and reporting requirements.
- Produce regular financial reports detailing budget use, expenses, and variances for senior leadership review.

About You

M


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