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.
Microsoft 365 & Workplace Technology- 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.
Service Management & Continuous Improvement- 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.
Leadership- 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.
Qualifications:- 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.
Thank you for considering our organization.
If you are bilingual there will be a French and English assessment as a part of the recruitment process.
