Senior Manager, Technology Support Services
3 weeks ago
Aviso Wealth is seeking a highly skilled Senior Manager, Technology Support Services to join our Information Technology team. As a key member of our team, 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.
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.
- 8-10 years of progressive experience in information technology management with a focus on end-user technologies and disciplines is required.
- 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.
- Competitive compensation package that rewards and recognizes individual contributions.
- Excellent health, dental, and insurance benefits to meet the diverse needs of our employees.
- Generous vacation time, fitness benefit, parental leave top-up options.
- Matching contributions to our retirement program.
- Commitment to the continuous improvement of our staff through learning and development and an education assistance program.
- Regular social events to foster teamwork.
Aviso Wealth welcomes and encourages applications from all qualified individuals, including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
No recruiters or agencies, please.
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