Manager, End User Operations - Mississauga, ON LB N

Job summary

We're passionate about helping everyday Canadians create a brighter future Our vision is to provide a path to a better tomorrow today Join us as Manager End User Operations where you'll be at the heart of our technology support strategy guiding a skilled Level 3 support team across multiple locations You'll deliver exceptional white-glove support to executive leadership exceed expectations in responsiveness and issue resolution Continuously enhance the field support model implement scalable processes to improve service delivery user experience Design lead enterprise-wide computer deployment initiatives ensure seamless rollout configuration user onboarding Monitor report vendor partner performance against KPIs SLAs drive accountability service quality Analyze trends identify improvement opportunities implement initiatives that enhance operational performance Build mentor high-performing team IT support experts foster professional development culture service excellence Partner IT leadership define enforce standardized support policies processes SLAs aligned business goals Present key initiatives metrics monthly quarterly operations meetings business stakeholders Manage vendor relationships contract resources comprehensive coverage operational efficiency Oversee implementation physical security solutions protect assets infrastructure Define maintain daily operational workflows escalation procedures efficient incident management Coordinate internal external teams resolve IT issues remote phone in-person support Ensure accurate issue logging tracking ITSM tools robust knowledge base Establish proactive monitoring feedback mechanisms continuously refine processes align evolving business needs

Job description