Supervisor, IT Operations

4 months ago

Barrie, Canada GroupHEALTH Benefit Solutions Full time

**WHO ARE WE?**

The GroupHEALTH Family of Companies is a leading Canadian provider of employee benefits, made up of GroupHEALTH Benefit Solutions, GroupSource, Manion Wilkins & Associates Ltd, and Disability Management Institute and an additional 7 operating companies.

GroupHEALTH holds substantial controlling interest of the above companies and is a wholly owned subsidiary of Munich Re New Ventures, a division of Munich Re—one of the world’s leading providers of reinsurance, primary insurance, and insurance-related risk solutions.

**YOUR ROLE**

This is a hands-on role that will lead, supervise, schedule, implement, coordinate, direct and monitor work and resources that contribute to accomplishing the goals, activities, and projects for IT operations at the GroupHEALTH Family of Companies (FoC). **This role may require travel between our Barrie ON office and our Etobicoke ON office.**

**WHAT TO EXPECT**
- Within 90 days:_
- Acquire a comprehensive understanding of GHFoC's IT Operations to effectively deliver IT services providing a high-level customer service and support Establish connections and build relationships with key personnel within the Family of Companies and across relevant departments to facilitate smooth cross-functional collaboration and information sharing
- Develop a strong familiarity with the various departments and business operations of GroupHealth Family of Companies, ensuring a solid grasp of the overall company's structure and business.
- Collaborate closely with other department team members and peers to actively engage in knowledge transfer sessions, gaining insight into typical day-to-day tasks, processes, and best practices
- Establish strong technical leadership and build trust among direct reports (Associate System Engineers) and extended team.
- Take ownership of technology operations, driving innovation and improvements such as automating onboarding and offboarding processes, enhancing efficiency
- Review, establish and maintain departmental and company-wide SLA targets for the service desk
- Vendor relationship management

**YOUR IMPACT**
- Performance manager supervising and leading IT personnel and day to-day issues that may arise and assists with hiring and terminations as needed
- Lead, assign, manage and prioritize Help Desk queues and tasks
- Review ongoing support requests to ensure priority and SLA’s are met
- Develop and maintain wiki guides and documentation including knowledge base for end users and internal staff
- Responsible for reporting/tracking and meeting or exceeding the agreed upon Service Level Agreements
- Oversee efficiency of operational processes and develop new processes, documentation and strategy for best-in-class IT support
- Collaborate with cross-functional teams working closely with departments to align and achieve business goals
- Responsible for Key Performance Indicator (KPI) metrics for assigned workload and in particular, IT help desk
- Plan and execute software upgrades and install software patches in coordination with security and infrastructure teams
- Oversee and ensure associates maintain thorough documentation within tickets for historical reference or escalation
- Supervise the management and updating of the IT asset inventory for accuracy and completeness
- Facilitate collaboration with vendors and other IT personnel to resolve issues effectively
- Responsible for lifecycle management of technical assets and develop plans for upgrades, technology replacement and sun-setting including defining budgetary requirements
- Assist with schedules and resources for the infrastructure projects
- Review and approve personnel administrative duties, such as weekly timekeeping, vacation scheduling, overtime, and assists with performance evaluations, annual reviews, etc.
- Facilitate training, coaching, and counseling to subordinates for continuous improvement
- Provide feedback to IT leadership team on performance of assigned staff and on-going efforts
- Assist in budget development and continual capital monitoring and operational expenses
- Support on-call for afterhours requirements as needed
- Travel and in-office attendance in a hybrid working scenario required
- Provide guidance across the IT team to help support the company's mission, vision and values
- Other duties as assigned.

**THIS IS YOU**
- 3-5 years of overall IT experience
- 3 years of experience in a direct customer support position
- 1-3 years of experience managing / supervising IT professionals
- Advanced skills with Office365 (SharePoint, Exchange, OneDrive, Teams), Windows 11 and Intune endpoint management
- Experience providing troubleshooting up to and including the Executive level
- Very strong interpersonal and customer relationship skills
- Vendor management including procurement and support escalations

**THIS IS NICE**
- Azure Cloud computing experience is an asset
- Information Technology Infrastructure Library (ITIL) knowledge and experience a plus
- Pre

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