Manager, End User Experience

Duties and Responsibilities:

- Attracts, retains and develops leaders and employees and promotes continuous learning and career development for all. Drives change and leadership best practices. Draws upon and supports corporate programs to bring consistency to our people strategy. Provides input and direction on future talent programs. Supports Diversity Equity and Inclusion while establishing trust and transparency in a safe and productive work environment.
- Creates a desired employee experience and evolve a modern, safe and efficient technology environment to allow team members to maximize their potential. Ensures that our people possess the required skills, are properly aligned, and are provided with the resources to do the job.
- Service Desk_
- Oversee the day-to-day organization and operation of the Service Desk environment to support staff IT incident and request management processes with high first call resolution rate.
- Acts as the escalation point for staff/end-user issues, specifically related to reactive technical support and escalates appropriate issues to the Director, IT Security and End User Services and the CIO.
- Sets communication standards and ensures clear and timely notifications (including major incidents, maintenance & downtimes) to the user community.
- Works cross-departmentally with other IT stakeholders and is responsible for timely resolution of incidents and service requests to ensure a coordinated response. Escalates any issues with service providers or major incidents to the IT Operations Team Lead.
- In conjunction with the IT Operations Lead oversees incident and request management processes to ensure the correct escalation processes are followed, SLAs are met, and end-users/staff are kept updated throughout the process
- Provides input into information technology strategies, policies, and procedures.
- Works with other IT teams to implement permanent fixes to eliminate repeat incidents/problems, based on root-cause analysis.
- Defines and manages service desk key performance metrics, including first call resolution, aged ticket analysis, and prepares periodic reports for management with recommendations and trends.
- Develop, implement and analyze end-user/staff satisfaction surveys to contribute to ongoing Service Desk staff development and operational improvements.
- Ensures all measurable Key Performance Indicators (KPI) are met and/or exceeded and leads initiatives relating to customer service excellence, continuous process and operational improvements for service level management to meet business needs as it relates to Service Desk
- Manages Service Desk operational projects such as but not limited to, creation and maintenance of the knowledge base, selection and maintenance of incident management and other service desk tools.
- Ensures knowledge base repository, technical documentation, support procedures and user manuals for service desk support functions for on-going operational accountabilities are created and maintained.
- Develops and champions the End User Experience Strategy for IT

Device Management
- Provides leadership in IT asset life cycle, asset management and compliance practices.
- Develops and maintains related strategies, roadmaps, policies, processes & standards (ex. Print, Device Gold images and software).
- Reviews and approves IT procurement (hardware, software, services, licenses, maintenance, etc.) in accordance with established contracts, hardware and software standards.
- Provides leadership in the planning and execution of device replacement projects
- Develops, maintains, and enforces proper hardware disposal process to ensure assets are properly disposed of, including proper data destruction
- Collaborates closely with other teams as required in planning initiatives related to testing, piloting, and roll-out of hardware and software devices.
- Enables asset management practices to ensure accurate account of technology and software, lifecycle costs, and risks in order to optimize spending and support lifecycle management and strategic planning and decision-making. Performs on-going asset monitoring and performs periodic reviews and reconciliations of data captured within the asset management system to ensure the system is accurate and complete;

People Leadership
- Ensures training and development of staff to optimize the quality of work and delivery
- Identifies team members who show potential for leadership or other roles and provides coaching and development opportunities
- Ensures appropriate staffing levels are maintained
- Communicates effectively, shares corporate and business unit vision while preparing people for change and continuous improvement.

Partner & Stakeholder Relationship Management
- Drives customer/partner satisfaction through relationships that are enduring and trusting, to solicit and act on customer/partner feedback, ensuring the delivery of high quality work
- Cultivates and enhances highly collaborative working