Senior Manager, Technology Support Services

4 weeks ago

Toronto, Ontario, Canada Aviso Wealth Full time

About the Role:

We are seeking a highly skilled Senior Manager, Technology Support Services to join our Information Technology team at Aviso Wealth.

This is a leadership role that requires you to work onsite 3-4 days per week at our office in Toronto, ON.

As a Senior Manager, Technology Support Services, you will be responsible for delivering world-class support of information technology services across all lines of business and driving Aviso's expansion with enterprise grade, best-in-class information technology.

This role will lead and own all aspects of end user computing functions and will solve key operational and scaling challenges in a hybrid-remote workforce setting.

You will ensure the team is achieving service targets through providing strong team mentorship, building strong business relationships, and enabling timely resolution to incident tickets.

In partnership with the End User Services leadership team, you will also lead the reporting and publishing of metrics dashboards and trends.

Key Responsibilities:

  • Develop and document support strategies, processes, knowledge base articles and escalation procedures, including incident management and hardware/software asset management
  • Collaborate with the IT leadership team and other departments to develop and implement initiatives to streamline processes, improve customer service, and meet budgetary goals
  • Manage software versions, upgrades and patches to meet service level agreements for all hardware and operating systems, ensuring compliance with corporate policies
  • Provide access to and educate our user community on corporate devices, tools and applications
  • Provide leadership and support to the IT team related to incident prioritization, tracking, and resolution of end user requests to maintain SLA and service expectations
  • Lead, mentor, and coach a team that delivers system support services and manages access for internal and external users to various internal applications
  • Foster and encourage a team environment with the necessary depth of commitment to dynamic deadlines and priorities
  • Identify and implement opportunities for automation of technology remediations and processes
  • Ensure that asset management inventory, workstation procurement, and purchasing requests and processes are optimized and maintained and dispose of end-of-life equipment in a cost effective and secure manner
  • Support project deployment activities within the End User Services teams
  • Constantly evaluate industry trends and the product landscape to determine how they apply to the end user experience
  • Lead metrics and trend reporting, including delivering/publishing a monthly executive metrics dashboard
  • Review incident trends to identify systemic issues and establish opportunities for technology automation and knowledge transfer
  • Ensure customer satisfaction survey results are reviewed, published, and actioned

Requirements:

We are looking for a candidate with 8-10 years of progressive experience in information technology management with a focus on end user technologies and disciplines.

Strong understanding of desktop technologies, end user productivity applications, and unified communications, virtualization, and collaboration services is required.

Experience with ITIL service management framework is preferred.

Experience managing third-party services agreements as related to commercial IT systems is required.

Strong team leadership skills and ability to provide direction, constructive feedback, and employee coaching is required.

Knowledge of applicable data privacy regulations is required.

Thorough understanding of large corporate structures, divisional focus, and departmental responsibilities is required.

Proven track record of leading a team to deliver high quality customer experiences is required.

Strong negotiation and delegation skills are required.

Strong organizational and administrative skills are required.

Demonstrated ability to work independently and within a team environment is required.

Financial or Insurance industry experience is an asset.

Fluent communication skills in English are required and bilingual skills in French are an asset.

Why Aviso Wealth?

Aviso Wealth is a leading wealth management and investment services provider for the Canadian financial industry, with over $130 billion in total assets under administration and management, and over 1,000 employees.

We're building a comprehensive, technology-enabled, client-centric wealth services ecosystem.

Our clients include our partners, advisors, and investors.

We're a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers.

Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry.

Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors.

Our asset manager, NEI Investments, specializes in investing responsibly.

Our online brokerage, Qtrade Direct Investing, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios, serves investors who prefer a hands-off approach.

Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms.

We have offices in Toronto, Vancouver, Montreal, and Winnipeg.

Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins.

We're proud to power businesses that empower investors.

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development.

Salary:

This position is posted with an expected salary range of $110,000 - $131,000 CAD annually.

Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.

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