Senior Manager, Technology Support Services

Aviso Wealth: At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at www.aviso.ca. The Opportunity: We’re looking for a Senior Manager, Technology Support Services to join our Technology Solutions Partner team. Reporting to the Director, Technology Support Services, the successful candidate will be responsible for delivering world-class support of information technology services across all lines of business and driving Aviso’s expansion with enterprise grade, best-in-class information technology. This role will lead and own all aspects of end user computing functions and will solve key operational and scaling challenges in a hybrid-remote workforce setting. In this role, you will ensure the team is achieving service targets through providing strong team mentorship, building strong business relationships, and enabling timely resolution to incident tickets. In partnership with the End User Services leadership team, you will also lead the reporting and publishing of metrics dashboards and trends. Who you are: Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members What your day looks like: Develop and document support strategies, processes, knowledge base articles and escalation procedures, including incident management and hardware/software asset management Collaborate with the IT leadership team and other departments to develop and implement initiatives to streamline processes, improve customer service, and meet budgetary goals Manage software versions, upgrades and patches to meet service level agreements for all hardware and operating systems, ensuring compliance with corporate policies Provide access to and educate our user community on corporate devices, tools and applications Provide leadership and support to the IT team related to incident prioritization, tracking, and resolution of end user requests to maintain SLA and service expectations Lead, mentor, and coach a team that delivers system support services and manages access for internal and external users to various internal applications Foster and encourage a team environment with the necessary depth of commitment to dynamic deadlines and priorities Identify and implement opportunities for automation of technology remediations and processes Ensure that asset management inventory, workstation procurement, and purchasing requests and processes are optimized and maintained and dispose of end-of-life equipment in a cost effective and secure manner Support project deployment activities within the End User Services teams Constantly evaluate industry trends and the product landscape to determine how they apply to the end user experience Lead metrics and trend reporting, including delivering/publishing a monthly executive metrics dashboard Review incident trends to identify systemic issues and establish opportunities for technology automation and knowledge transfer Ensure customer satisfaction survey results are reviewed, published, and actioned Requirements Your experience and skills: 8-10 years of progressive experience in information technology management with a focus on end user technologies and disciplines is required Strong understanding of desktop technologies, end user productivity applications, and unified communications, virtualization, and collaboration services is required Experience with ITIL service management framework is preferred Experience managing third-party services agreements as related to commercial IT systems is required Strong team leadership skills and ability to provide direction, constructive feedback, and employee coaching is required Knowledge of applicable data privacy regulations is required Thorough understanding of large corporate structures, divisional focus, and departmental responsibilities is required Proven track record of leading a team to deliver high quality customer experiences is required Strong negotiation and delegation skills are required Strong organizational and administrative skills are required Demonstrated ability to work independently and within a team environment is required Financial or Insurance industry experience is an asset Fluent communication skills in English are required and bilingual skills in French are an asset Benefits Why Aviso Wealth? At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success. Here are a few things that set us apart: Competitive compensation package that rewards and recognizes individual contributions Excellent health, dental and insurance benefits to meet the diverse needs of our employees Generous vacation time, fitness benefit, parental leave top-up options Matching contributions to our retirement program Commitment to the continuous improvement of our staff through learning & development and an education assistance program Regular social events to foster teamwork Your Information By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law. Further information is available on the Privacy link on our Career Page – Privacy Policies Equal Employment Opportunity Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process. We thank all applicants for their interest, however, only those selected for further consideration will be contacted. No recruiters or agencies, please. Company Overview: Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors. A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team. Salary This position is posted with an expected salary range of $115,000 - $135,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.