OverviewWe have an exciting opportunity for an IT End User Support (EUS) Manager to join KPMG's ITS team in Toronto. The role is primarily onsite and is located at our Vaughan (Toronto North) location at100 New Park Place, Vaughan, Ontario L4K 0J3. Reporting to the GTA End User Support lead, the candidate will manage a team of onsite and remote Support Analysts spanning Ontario and Atlantic Canada while being responsible for the delivery of Tier 1 & 2 IT support services to 4000+ local GTA users and 10,000+ national users.
What you will do- Oversee and coordinate the daily operations of the Tier 1 Toronto North and Ottawa office End User Support teams as well as support staff for 16 Ontario & Atlantic offices, ensuring timely and effective resolution of technical issues.
- Provide "Enhanced IT Support" to national firm leadership and IT leadership which is primarily based in Toronto.
- Manage the IT desktop asset life cycle and accounting for all assets, including dispatch and disposal.
- Act as escalation point for complex and high-priority incidents, providing guidance and support to Support Analysts.
- Provide IT End User Support business plan input and deliver firm directed Performance Management to Support Analysts.
- Collaborate with other ITS managers and cross-functional teams to support firm-wide IT initiatives and projects.
- Promote and maximize use of KPMG's internal IT Support AI Chatbot.
- Maintain and update documentation related to IT support procedures, asset management, and user onboarding/offboarding processes.
- Provide backup to manager of our National KPMG office in downtown Toronto.
What you bring to the role- Minimum of 10 years IT Support experience, minimum of 3 years in a management capacity.
- Degree in business management or technology and/or equivalent certification.
- Excellent interpersonal skills and communication skills - written and oral.
- Experience managing remote resources an asset
- Ability to work independently
- Experience with ServiceNow and implementing ITIL or similar service management frameworks is considered an asset.
- Knowledge of M365 (Teams, One Drive) and Windows 11.
- Ability to lead and motivate a team of IT professionals.
- Experience working with AI productivity and support tools (MS CoPilot, AI Chatbots) considered an asset.
- Project Management (PMI) is considered an asset.
- Experience with AI productivity applications is considered an asset (Microsoft CoPilot)
- Strong troubleshooting/problem solving skills and analytical ability.
- Strong work ethic and ability to thrive in challenging environment.
- Flexibility to work after hours when and where required.
- Willingness to occasionally travel to other KPMG offices or client sites as business needs arise.
KPMG Ontario Region Pay Range Information The expected base salary range for this position is $87,500 to $130,500 and may be eligible for bonus awards. The determination of an applicant's base salary within this range is based on the individual's location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program.
