Manager End User Support

With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.

The Manager, End-User Support is responsible for overseeing Service Desk operations and leading the support team to deliver exceptional service and optimize the end-user experience. This role manages incident resolution, request fulfillment, and prioritization processes, ensuring adherence to service levels and operational efficiency.

Key responsibilities include developing and implementing policies and procedures for consistent service delivery across areas such as device deployment, patch management, asset tracking, lifecycle planning, budgeting, knowledge base management, and mobile device administration. The role also oversees configuration and utilization of Microsoft Intune and Autopilot, requiring advanced expertise in these platforms.

The Manager will leverage ITSM best practices and optimize the ServiceNow platform to streamline workflows for both IT staff and end-users. Additionally, this position is accountable for the deployment and management of Point-of-Sale and payment processing devices across the organization.

The role defines, monitors, and reports on KPIs to measure service quality, team productivity, and SLA compliance, using data-driven insights to drive continuous improvement. Regular performance reporting to senior leadership will highlight achievements, challenges, and strategic improvement plans.

Key Responsibilities

• Oversee daily support operations, ensuring timely resolution of incidents and requests in line with SLAs; monitor ticket queues and escalate critical issues to IT Operations leadership

• Ensure reliable operation of end-user devices, Microsoft 365 suite, collaboration tools, and enterprise applications

• Act as a liaison between IT and business units to understand user needs and improve service delivery

• Manage inventory and procurement for end-user hardware and peripherals

• Assist in managing capex purchase and some operating expenses associated with end-users

• Assist in preparing budget submissions for expenses associated with end-users

• Other related duties as assigned

Qualifications

• College diploma or university degree in the field of Technology, Computer Science or equivalent work experience

• 5+ years of IT support experience, including 2+ years in a leadership role

• Excellent communication, leadership, and problem-solving skills

• Strong knowledge of Windows/Mac OS, Microsoft 365, and enterprise collaboration tools

• Familiarity with ITIL framework and service management platforms (ServiceNow)

• Experience using Microsoft Intune and Autopilot to manage end-user device

• Extensive knowledge of end-user computer hardware

• Experience managing support for hybrid or remote workforce

• Knowledge of endpoint security and compliance standards

• Ability to lead projects and implement new technologies to enhance user experience

Working Conditions

• Travel to both Woodbine and Mohawk Park facilities

• Available to support teams evenings, weekends and holidays as an escalation point

• May require participation in an on-call rotation for escalated support issues

Diversity, Equity, Inclusion and Belonging

Be Yourself.

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.