IT Service Desk Lead

IT Service Desk Lead

Location: Hybrid - Toronto

Are you ready to take on a pivotal role that blends technical expertise with high-level administrative support? We're looking for a dynamic and proactive
IT Service Desk Lead
to join our Downtown Toronto office. In this critical position, you'll be the go-to person for ensuring smooth operations in a hybrid and cloud-driven environment, providing top-tier support across the board. You'll collaborate directly with our Kingston head office and parent company, E-L Financial, while managing the logistical details of executive meetings and supporting our evolving infrastructure. If you're a highly organized, adaptable, and technically savvy individual with a deep understanding of the financial services industry, we want to hear from you

Why pursue this opportunity

1. Play an integral role
2. this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.
3. The opportunity
4. collaborate with cross-functional teams and work on a variety of projects that will keep you engaged and continuously learning.
5. Have your voice heard
6. with a fresh perspective, we welcome those that can highlight opportunities for improvement. We encourage creative and innovative thinking and welcome candidates who are not afraid to challenge the status quo.
7. Diversity, equity, and inclusion
8. we are committed to creating a diverse, equitable, and inclusive workplace and welcome candidates who share this commitment.

Responsibilities

Technical Support:

• Provide exceptional customer service and first-line technical support for hardware, software, and cloud-based applications, including troubleshooting and issue resolution.
• Manage and maintain remote office technology, ensuring optimal performance and security.
• Support users in navigating hybrid work tools and platforms (e.g., collaboration suites, video conferencing, cloud storage).
• Assist with the onboarding and offboarding of hybrid office users.

Administrative Support:

• Coordinate and facilitate the logistical setup of board meetings, including setting up video conferencing, ensuring room readiness, and testing all technology prior to the meetings.
• Ensure seamless access for all attendees to virtual and physical meeting spaces.
• Provide on-site technical support during meetings to address any immediate issues.
• Act as a liaison between the remote office and the parent company, ensuring clear communication and efficient information flow.
• Handle confidential information with discretion and professionalism.
• Manage office supplies and vendor relationships.

Infrastructure Liaison:

• Serve as a point of contact for infrastructure-related issues (on-premise data center closet)
• Assist in the transition to cloud-based infrastructure, providing user support and feedback.
• Monitor and report on the performance of remote office infrastructure.
• Maintain records of hardware, software, and cloud based services.
• Portfolio Trading Support:
• Provide responsive and helpful support to the portfolio trading team as needed.
• Learn and understand the general workflow of the trading desk to better assist in problem solving.

Transformational Leadership and Process Improvement:

• Empower team members to take ownership and initiative in their roles.
• Actively seek opportunities to improve existing processes, policies, and workflows within the support center and remote office.
• Take ownership of identifying inefficiencies and proposing solutions to enhance productivity and service quality.
• Develop and maintain comprehensive documentation for support procedures and best practices.
• Create and deliver training programs to educate users on new technologies, processes, and policies.
• Foster a culture of continuous learning and improvement within the remote office.
• Establish clear accountability for process improvement initiatives and track progress against defined metrics.
• Actively solicit feedback from users and stakeholders to identify areas for improvement.
• Implement feedback loops to ensure that improvements are effective and sustainable.
• Proactively anticipate and address potential challenges related to process changes.

What we're looking for you to have

Technical Proficiency:

• Strong understanding of cloud-based technologies (Google and Microsoft preferred)
• Experience with remote support tools and methodologies.
• Proficiency in troubleshooting hardware and software issues.
• Basic networking knowledge.
• Expert knowledge of video conferencing systems, and meeting room technologies.

Administrative Excellence:

• Exceptional organizational and time management skills.
• Excellent customer service and interpersonal skills.
• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• Ability to handle confidential information with discretion.
• Strong logistical coordination skills.

Financial Services Acumen:

• Understanding of the financial services industry, particularly insurance and portfolio trading.
• Ability to quickly learn and adapt to industry-specific tools and processes.

Problem-Solving and Adaptability:

• Customer service oriented problem solving skills.
• Ability to work independently and proactively solve problems.
• Adaptability to changing priorities and a fast-paced environment.
• Ability to learn new programs and concepts quickly.
• If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Beyond the salary

For regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:

• Competitive salaries with annual pay increases
• Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions
• Competitive uncapped commission, for sales positions
• A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, disability, health and dental and a generous health account
• Flexible work arrangements and an annual allotment of personal health days.
• Four weeks annual vacation from hire date
• A defined contribution pension plan with generous employer matching
• Top up programs for parental leave and compassionate leave
• Employer-sponsored wellness and recognition programs
• A cash employee referral program

To learn more about working at Empire Life, visit

.

Get to know us

Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact