Manager, End User Services
- Sherwood Park, AB, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- Minimum of 5 years of experience in end-user support, service desk, or IT operations, including at least 2 years in a team lead or people-management role, is required.
- Posting language
- English
- Posted
Original job description
First Canadian is a national organization and we are experiencing unprecedented growth!
We aim to hire bright, hard-working people who share our values. We seek employees who are committed to learning, career growth, and opportunity. We take pride in being an organization that our employees support long-term. We believe in our employees and celebrate their success by asking for employee opinions and feedback so that we continue to be a Great Place to Work.
We Award Our Team With The Following
If you are motivated to succeed by helping people, then this is the opportunity for you!
Under the direction of the Director, Information Technology and Security, the Manager, End User Services will lead the team that supports workplace technology across the organization. Based in Sherwood Park, you will oversee the service desk, employee devices, and Microsoft 365 support while building a responsive, secure, and consistent support experience. This is a people leadership role. You will develop the team, set service standards, manage workload and coverage, and work closely with Infrastructure and Security and business stakeholders.
Essential Responsibilities
End User Support & Service Desk
If you are bilingual there will be a French and English assessment as a part of the recruitment process.
We are an equal opportunities employer and welcome applications from all suitably qualified persons. Accommodations are available upon request.
We aim to hire bright, hard-working people who share our values. We seek employees who are committed to learning, career growth, and opportunity. We take pride in being an organization that our employees support long-term. We believe in our employees and celebrate their success by asking for employee opinions and feedback so that we continue to be a Great Place to Work.
We Award Our Team With The Following
- Off work 1 hour early on Fridays.
- Earned Time-Off Program and vacation.
- Group Retirement Savings Plan with employer match.
- On-site gym including free weekly classes with a qualified trainer.
- Newly renovated facility with ergonomic desks/chairs.
- Educational assistance and career development.
- Employee benefits.
- Health and Wellness spending account.
- Employee Assistance Program (EAP).
- Employee discount programs.
- A Culture Team dedicated to diversity, inclusion, and employee programs.
- Employee recognition and appreciation events.
If you are motivated to succeed by helping people, then this is the opportunity for you!
Under the direction of the Director, Information Technology and Security, the Manager, End User Services will lead the team that supports workplace technology across the organization. Based in Sherwood Park, you will oversee the service desk, employee devices, and Microsoft 365 support while building a responsive, secure, and consistent support experience. This is a people leadership role. You will develop the team, set service standards, manage workload and coverage, and work closely with Infrastructure and Security and business stakeholders.
Essential Responsibilities
End User Support & Service Desk
- Lead the service desk and end-user support function, ensuring timely, high-quality resolution of incidents and requests.
- Set and manage service levels, response and resolution targets, support queues, and escalation paths.
- Oversee workspace support for laptops, desktops, peripherals, and mobile devices, including provisioning, imaging, and lifecycle management.
- Improve the end-user experience through proactive support, knowledge articles, and self-service.
- Ensure support processes follow security, access, and compliance requirements.
- Administer and support the Microsoft 365 environment, including Teams, SharePoint, Exchange and email, and OneDrive.
- Manage identities, licensing, mailboxes, groups, and collaboration workspaces in line with security and governance standards.
- Standardize and secure endpoint configuration and device management, including modern endpoint tooling.
- Support onboarding, offboarding, and access changes for staff in coordination with the security team.
- Establish and maintain service management practices for incident, request, and problem management, with clear documentation.
- Track support metrics and user satisfaction, and drive continuous improvement.
- Introduce automation and self-service to improve support efficiency and consistency.
- Participate in and coordinate rotational after-hours, weekend, and statutory-holiday emergency support coverage.
- Build, lead, and develop a high-performing End User Services team, managing performance, workload, and coverage.
- Foster a service-oriented, accountable, and continuously improving support culture.
- Coach and mentor team members and support their capability growth.
- Establish strong working relationships across IT & Security, the business, and vendors.
- Other duties as assigned.
- Post-secondary education in Information Technology, Computer Science, or a related field is required.
- Minimum of 5 years of experience in end-user support, service desk, or IT operations, including at least 2 years in a team lead or people-management role, is required.
- Strong knowledge of Windows desktop and laptop support, Mac support, endpoint management, and workplace technology is required.
- Hands-on experience administering Microsoft 365 (Teams, SharePoint, Exchange and email, OneDrive) is required.
- Experience with modern endpoint management and device tooling, such as Microsoft Intune, is required.
- Strong understanding of IT service management practices for incident, request, and problem management is required.
- Experience managing service levels, support queues, and escalation is required.
- Proven people-leadership ability to build and develop a support team and drive a service culture is required.
- ITIL certification and Microsoft 365 certifications are considered an asset.
- Experience in financial services, insurance, or another regulated industry is considered an asset.
- Ability to work a rotational on-call schedule, including weekend and statutory-holiday emergency support, is required.
- Strong communication, organizational, and stakeholder management skills are required.
- Fluent in English with proven competencies in verbal and written communication is required.
- Fluent in French with proven competencies in verbal and written communication is considered an asset.
- Successful completion of a credit check, criminal background check, education verification, and employment reference checks is required before employment.
If you are bilingual there will be a French and English assessment as a part of the recruitment process.
We are an equal opportunities employer and welcome applications from all suitably qualified persons. Accommodations are available upon request.
More about this job
Responsibilities
Lead and develop the End User Services team, overseeing service desk operations, employee devices, Microsoft 365 support, service levels, and after-hours emergency coverage. Improve the support experience through consistent service management, secure workplace technology, automation, self-service, and collaboration with IT, Security, business stakeholders, and vendors.
Requirements
A post-secondary education in Information Technology, Computer Science, or a related field is required, along with at least five years of relevant experience and two years in a team lead or people-management role. Required qualifications include Windows and Mac support, Microsoft 365 administration, endpoint management such as Intune, IT service management, team leadership, communication skills, and availability for rotational on-call coverage.
Skills
- Service Desk Leadership
- End-User Support
- Microsoft 365 Administration
- Windows Support
- Mac Support
- Endpoint Management
- Microsoft Intune
- IT Service Management
- Incident Management
- Request Management
- Problem Management
- Service-Level Management
- People Leadership
- Security and Compliance
- Automation and Self-Service
- Stakeholder Management
Benefits
- Early Friday Finish
- Earned Time Off
- Vacation
- Group Retirement Savings Plan With Employer Match
- On-Site Gym
- Free Weekly Fitness Classes
- Educational Assistance
- Career Development
- Employee Benefits
- Health and Wellness Spending Account
- Employee Assistance Program
- Employee Discount Programs
- Diversity and Inclusion Programs
- Employee Recognition Events
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Management & Leadership
- Customer Service & Support
- Security & Safety
Keywords
- Information Technology
- Computer Science
- End-User Services
- Service Desk
- Windows
- Mac
- Microsoft 365
- Microsoft Teams
- SharePoint
- Exchange
- OneDrive
- Microsoft Intune
- Endpoint Management
- Device Provisioning
- Device Imaging
- Device Lifecycle Management
- Identity Management
- Licensing
- Incident Management
- Request Management
- Problem Management
- IT Service Management
- Service Levels
- Escalation Management
- Automation
- Self-Service
- ITIL
- Insurance
- Regulated Industry