Tech Services Manager Jobs in Ontario (NOW HIRING)

Managing Technologists: 

• Manage and adjust shift and work allocation (Calls/IN's/SR's from ITSM/Special project) by keeping a close eye on Technologists KPIs - Call volume, IN/SR turnaround, IN/SR volume, Trend Analysis 

• Establish Scorecards, KPIs and SLAs, and ensure all Technologists SLAs are on target or exceed target. Implement corrective and preventative actions/improvement plans and risk mitigation when SLA targets are not achieved 

• Execute and monitor established controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policies and established processes such as incident/request. 

• Streamline our process to ITIL 4 standards, support any process redesign as necessary 

• Provide regular coaching and proactive feedback to our Technologists including but not limited to, regular 1:1 meetings, just in time mentoring, regular knowledge transfers 

• Promoting EQB value-based behaviours and operating principles 

• Walk the floor and be a role model  

• Manage and maintain internal and external audit compliance 

Managing Technology: 

• Responsible for oversight of all end user devices - desktops, laptops, mobile devices, AV (Audio/Visual) equipment as well as all related software and peripherals 

• Provide first level support oversight of printers and scanners and escalate issues to second-level team(s) as appropriate 

• Responsible for the bank's Hardware asset management life cycle for all end-user devices 

• Manage computing assets, including purchasing and decommissioning of hardware 

• Responsible for the bank's laptop refresh program  

•  Monitor and report on service level metrics and response times on a dashboard, proactively remediate service level issues 

• Support Incident management and Major incident management, ensuring major incidents are identified quickly and escalated appropriately 

• Enlists expertise of peers in other functional areas, external professional contacts and a wide range of additional resources to explore new methods and approaches to solve problems 

• Support overall technology initiatives for all technology teams, participate in elaboration meetings to ensure first-level support items are addressed and accounted for 

• Ensure Business Recovery objectives are incorporated in any enhancements or additions to the computing environment 

• Provide support for all move, add and changes of staff and equipment in all regional locations 

• Provide townhall support and support oversight for company wide events across various business units 

• Provide support and support oversight for CEO Media Room 

• Responsible for testing new hardware in collaboration with the modern workplace engineering team 

• White glove support for Management Committee 

Reporting and General Management: 

• Articulate and able to analyze daily/weekly trends and focus on delivering SLA/SLO and provide guidance where appropriate  

• Deliver dashboard, report, presentation and actionable recommendations for the delivery of TWS services.  

• Manage and distribute workload and provide strategic process improvement to maintain with the ever-changing business priorities 

• Manage resource allocations to achieve workload efficiency and personal/professional development 

General Responsibilities: 

• Lead and support a 5-day, multiple shift operation 

• Lead and manage a team of Technologists, consisting of approximately 10 resources 

• Support leadership as required in the technologystrategic planning process 

• Responsible for end user satisfaction 

• Manage tickets in activity group and work with the ServiceNow COE for continuous improvement and service enhancements 

• Provides ongoing mentoring to TWS staff regardless of reporting lines  

• Responsible for updating runbooks/SOPs for operational procedures that TWS is accountable for 

• Provide structure, direction and process improvement for the group 

• Ensure the highest level of customer services to all company employees 

• Make recommendations for enhancements or changes to existing standards, guidelines and/or standard operating procedures to deliver quality support more efficiently 

• Investigate all recurring and lengthy support issues and make recommendations for improvement 

• 5+ years of proven progressive experience in technology and/or IT Service Delivery 

• 2+ years Service Desk and Deskside management 

• Post secondary education, preferably in a Technology field or equivalent years of experience  

• Solid understanding and practical knowledge of ITIL 4 framework with proven experience in leading change, config, problem and incident management 

• Solid experience with Microsoft desktop operating systems and office suites 

• Good understanding of current public cloud technologies, preferably in Microsoft Azure 

• Experience with Microsoft Teams Townhall 

• Ability to understand and execute command line tasks using various technology such as remote Power Shell, Microsoft Flow or Power Automate 

• Ability to quickly understand and adapt to changing technology 

• Ability to mentor and coach 

• Demonstrated leadership 

• Working knowledge of how authentication works and Azure Active Directory concepts 

• Good understanding of all Microsoft Windows, Desktop operating systems including Windows 10/11 and MacOS 

• Good understanding of Office 365, including experience in managing Exchange Online, Sharepoint Online and Teams Admin.  

• Good understanding of ITSM software 

• Good understanding of Asset Management 

• Good understanding of End User hardware technology 

• Good understanding of associated peripherals such as smartphones, printers, faxes, scanners, Audio/Video hardware 

• Working knowledge of Internet-based technologies and security 

• Working knowledge of LAN/WAN/SD networking, routing principals and network equipment 

• Good Project Management skills 

• Ability to provide time and resourcing estimates for projects requiring End User and Technologists 

• Previous experience in supporting the unique needs of remote users and branches 

• Previous experience in a financial services environment an asset 

• Good business acumen