Director, End User Services

**Aviso Wealth**:
**The Opportunity**:
We’re looking for a Director, End User Services to join our Information Technology team.

Your role will be required to regularly perform essential duties on behalf of the company from your assigned Aviso office. Your role is considered medium flexibility, requiring you to work onsite 1-3 days per week at our office at 1111 West Georgia St, Vancouver, BC.

Reporting to the VP, IT Operations & Support the Director, End User Services is responsible for leading a geographically dispersed team supporting multiple business users across Canada, providing 1st and 2nd level operational and engineering support for desktop and mobile technology platforms including Windows 10 implementation, Mobile Device Management, Endpoint Management, Productivity Suites and Secure Remote Access and onboarding/offboarding.

**Who you are**:

- **Service** - You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
- **Execution** - You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
- **Collaboration** - You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
- **Leadership** - You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

**What your day looks like**:
Leadership and Strategy:

- Develop and implement the strategic vision for the End User Service department in alignment with company goals
- Provide leadership and guidance to a team of three Senior Managers, each overseeing specific areas of the department
- Lead, mentor, and develop a high-performing team of professionals, fostering a culture of collaboration and continuous improvement
- Collaborate with Senior Managers to set performance expectations, conduct regular performance reviews, and provide professional development opportunities

Operational Oversight:

- Provide hands-on oversight of the Service Desk, ITSM Service Delivery, and End User Services, ensuring that each operational component aligns with established service level agreements (SLAs) and key performance indicators (KPIs)
- Collaborate closely with the Senior Managers to monitor daily operations, address challenges proactively, and implement strategic improvements

ITSM Service Delivery:

- Lead the IT Service Management (ITSM) functions, emphasizing Major Incident Management, Problem Management, and Change Management
- Drive the development and execution of incident response and resolution procedures, ensuring timely and effective resolution of critical issues

Service Level Agreements (SLAs):

- Define, implement, and manage comprehensive SLAs to meet client expectations for incident response, resolution times, and service request fulfillment
- Regularly review SLAs to ensure alignment with evolving business needs and industry standards

Performance Monitoring:

- Implement robust monitoring mechanisms to track SLA adherence and promptly address any deviations
- Provide regular reports to stakeholders, highlighting performance against SLA metrics and areas for improvement

Continuous Improvement:

- Collaborate with the service desk team to identify opportunities for process improvements, aiming to enhance SLA compliance and overall service quality
- Conduct regular SLA performance reviews and adjust processes accordingly

L1/L2 Support:

- Lead the L2 support team, focusing on providing efficient first-level technical support for incidents and service requests
- Develop training programs to enhance the technical skills of L2 support staff
- Implement effective ticket triage procedures to ensure the timely assignment and resolution of incidents and service requests
- Collaborate with L2 and L3 support teams to facilitate swift escalation of complex issues
- Oversee the development and maintenance of a comprehensive knowledge base to empower L1/L2 support staff to resolve common issues independent