Specialist, End User Services

**Description** **Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.** The purpose of Service Management is to unify Air Canada's IT services delivery for consistency and quality across its internal and sourced environment to ITIL/ITSM best practices. The Specialist, End User Services, is responsible for Air Canada's Device Management (Laptops, Desktops, Mobile devices) via tools including Microsoft Endpoint Manager, SCCM, Jamf, and to ensure successful availability, continuity, and security of the services. In addition, this role will play a key role in the team's efforts to modernize the workplace. This position will be reporting to the Manager, End User Services. **Responsibilities**: - Promote use of self service and review service catalogue to reduce service cost & enhance user experience. - Act as first point of contact into IT organization. - Monitor critical systems, and support resolution of critical/non-critical incidents. Act as point of contact for level 3 support and escalation for issues relating to Microsoft Endpoint Management and SCCM. - Management of endpoints via Mobile Device Management tools (Intune, SCCM, Jamf, etc.) - Application packaging and cataloguing - Core OS management (Base configuration & Security policies) - Configure complex installations and quickly resolve all defects found within the installation - Collaborate with cross-functional teams to solve development constraints and deployment issues. - Maintaining and updating technical documents and procedures. - Lead requirement and systems analysis efforts, including translating business requirements. - Provide management with economic impact and compliance issues surrounding key business decisions. - Define and maintain methods, techniques, and calculations for identifying ways to improve business/technical processes. - Provide business and technical inputs to Business Governance and Operational Management Committees, as appropriate. **Qualifications** - A relevant University degree/technical certification, and/or relevant experience commensurate to the role - 9-12 years of IT technology, operations, and people leadership experience in a large company. - Proficiency in PowerShell scripting a strong asset. - Knowledge of Microsoft Intune (MDM) a must - Knowledge of Microsoft SCCM a strong asset - Knowledge of Apple MAC OS X an asset - Ability to handle high level of technology complexity and drive autonomous decision making, as it relates to adoption of technology best practices. - Demonstrate significant technical depth to lead strategic technology priorities. - Adaptability and Flexibility - The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation. Openness to different and new ways of doing things; willingness to modify one's preferred way of doing things. - Accountability and Credibility - Takes responsibility for the results and future direction of the organization. Demonstrated concern that one be perceived as responsible, reliable, and trustworthy. - Customer Orientation - Demonstrated concern for satisfying one's external and/or internal customers. - Results Orientation - Focusing on the desired end result of one's own or one's unit's work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them. - Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies. - Fostering Teamwork - As a team member, the ability and desire to work cooperatively with others on a team. As a team leader, interest, skill, and success in getting groups to learn to work together cooperatively. - Analytical Thinking - Approaching a problem by using a logical, systematic, sequential approach. - Interpersonal Effectiveness - The ability to notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others". **Conditions of Employment**: **Linguistic Requirements** **Diversity and Inclusion** Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.