Senior Manager, Technology Support Services

1 month 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. 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.
Requirements
  • 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.
What We Offer
  • 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 & development and an education assistance program.
  • Regular social events to foster teamwork.

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