Irving Oil

Manager, Employee Technology Services

Saint John, NB

Full-time

About This Job

As a Manager, Employee Technology Services, you will be responsible for the delivery, management and improvement of IT end user services, including incident and request management. You will lead a technology team that is front facing in support of the organization's key initiatives. You will support the employee and vendor community of the organization by administering an evolving catalog of user service platforms. You will also be responsible for establishing, measuring and reporting on Key Performance Indicators (KPIs) related to deskside services, Incident management, request management, and delivery of these services.

What We Offer

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Work environment – Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café

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Competitive compensation – Includes an annual bonus plan, pension plan, and parking allowance

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Flexible Benefits Plan – In effect from day one and offers three levels of coverage to select from to meet your unique, personal needs

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Paid vacation – There is an annual option to purchase additional vacation, too

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Wellness support – With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program

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Opportunity to give back to some amazing causes in our community – Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation-matching program

Your Responsibilities

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Contribute directly to the strategy, development and quality of the company’s end user services delivery capability

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Oversee the lifecycle of all end user equipment from procurement to disposal

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Perform incident analysis and suggest, implement and manage action items

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Organize and deliver remote site services for corporate events including yearly meetings, significant off-sites, Board of Directors sessions and other high visibility VIP events

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Oversee Incident and Request management ensuring that ITIL standards are followed, SLAs are tracked, and tickets are updated in a timely manner

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Promote self-service tools, the request catalog and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs

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Develop, manage, measure and report on key metrics, KPIs, including, speed to answer, average response time, mean time to repair, incident avoidance, user satisfaction and end-user productivity

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Deliver end user service projects on time, set high quality standards and operate within budget

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Build relationships with business partners to ensure end user services and productivity goals are understood and exceeded

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Maintain a strong understanding of the business and impacts decisions can have on operations

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Support the supply management team in SOW, SLA and OLA negotiations, as it relates to end user services

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Create clear, risk mitigation strategy with appropriate stakeholders, work with security team to ensure compliance

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Lead the development, deployment, maintenance and security patching of desktop operating systems and applications

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Build and maintain a strong, cohesive team, enabling them to support all end user services for our organization

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Develop business cases and cost / benefit analyses for IT spending and initiatives related to end user services

Your Skills

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ITILv4 certification(s) or experience working with the ITILv4 methodology

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Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services, processes, operations and work environments

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Resolution focused including remedial solutions when required

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Able to exercise sound judgment in decision making and make decisions

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Sense of urgency, adaptable, and flexible to changing priorities

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Strong analytical and deductive reasoning skills to troubleshoot effectively; able to manage every detail

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Excellent communication skills

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Customer advocate and relentless passion to solve issues quickly

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High-energy work ethic, ability to establish vision, drive change and deliver results

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Ability to work with distributed teams, driving them towards high levels of operational excellence

Your Experience

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University degree in the field of Computer Science, Information Technology, Information Systems or equivalent

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Minimum of 10 years related work experience

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10 years’ experience in an IT Service delivery, direct business engagement and multiple technology domains

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Experience with technologies such as O365, MS Teams, videoconferencing, digital signage and endpoint management tools,

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1+ years supporting Executives or VIPs

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3-5 years of management/supervisory experience

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility.

Job Requirements - Work Experience

Information Technology, Management

Job Requirements - Education

Bachelors: Information Technology

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Manager, Employee Technology Services

About This Job

What We Offer

Your Responsibilities

Your Skills

Your Experience

Job Requirements - Work Experience

Information Technology, Management

Job Requirements - Education

Bachelors: Information Technology

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