Director, End User Technical Support

Work location:
Home Office 1303 Yonge St

City:
Toronto

What you will do:
The position of Director, End User Technical Support reports directly to the Vice President, Enterprise Systems.

This role leads an overall team of roughly 20 team members responsible for all end user devices across all locations Cineplex Entertainment (retail & corporate). The End User Technical Support team procures, implements, administers, and maintains end user systems for Cineplex Entertainment. This includes Hardware (PC’s, Notebooks, POS, Digital Signage, Tablets, Mobile Phones, etc.) and Software (Operating Systems, Application Support, POS Software, etc.). This role includes oversight of our internal IT Helpdesks providing 1st level support which runs 24/7/365.

Key Responsibilities:

- Provide clear direction and strategic oversight to End User Technical Support and IT Helpdesk teams creating an inclusive and supportive team culture, and driving results through effective collaboration and strategic management
- Drive innovation within the End User Technical Support and IT Helpdesk teams by introducing new technologies, processes, and perspectives to enhance service delivery
- Effectively translate and communicate complex technical issues, solutions, and recommendations to senior leadership and non-technical stakeholders in a clear, concise, and actionable manner
- Ensure that all services meet or exceed established Service Level Agreements (SLAs) concerning service quality, availability, and incident management
- Maintain clear visibility into ongoing work and projects, fostering transparency and effective communication within the team and with stakeholders
- Oversee budgeting and procurement processes for end-user solutions, ensuring cost-effectiveness and alignment with organizational goals

Key Qualifications:

- University/College Education in related course of study or equivalent experience required
- Strong understanding of IT management best practices, including IT Service Management (ITSM) and IT Infrastructure Library (ITIL) frameworks
- Minimum of 2 years of experience with ServiceNow, demonstrating the ability to leverage its capabilities for IT service management
- Experience with Point of Sale (POS) systems, including hardware, software, payment solutions, and asset management
- Demonstrated experience in roles responsible for leading IT Support or IT Helpdesk teams, showcasing strong leadership and team management skills
- Project management experience, demonstrating the ability to oversee and deliver complex IT projects successfully
- Considerable experience in vendor management, ensuring effective partnerships and contract negotiations
- Must be proactive and possess strong interpersonal, customer service, communication, and organizational skills, with the ability to effectively manage relationships, deliver exceptional service, and handle multiple priorities in a fast-paced environment
- Familiarity with Genesys PureCloud is preferred, indicating an understanding of cloud-based contact center solutions
- Help develop and execute a comprehensive strategy for technology initiatives and our internal customer support experiences that aligns to the organization's long-term goals and objectives
- Responsible for the procurement and life cycle management of all End User Devices including notebooks, PC’s, POS, and mobile devices
- Establish, monitor and report on KPI metrics to relevant stakeholders and the executive management team
- Proven ability to recruit, develop, and retain high-performing teams while fostering a culture of growth, development, and continuous improvement

Inclusion & Diversity

Accessibility

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