Director, IT (End User Services)

Job title: Director, IT (End User Services)

Job description: Description :

Join our team and make a difference! We are passionate about taking care of our customers and ensuring we are there when they need us most. With over 200 community branches and 2,700 employees, we’re proud to say that BrokerLink has become one of Canada’s largest and most reliable insurance brokerages. We know how to serve you better because we know where you’re coming from. It’s the personal touch that counts!

The Position:

We have an opening for a Director, End User Services to join our Technology team! We are considering candidates located to any one of our 200 branch office locations.

The Director, End User Services is a new role in the organization and will be responsible for providing structure, direction, and overall governance to our End User Services team, which encompasses Tier 1 Service Desk, Tier 2 End User Support, and Identity & Access Management. The Director will be responsible for establishing a robust operational framework across all functions within their scope of influence, that will ensure consistency, predictability, efficiency, and quality for all functions.

End-User Support – be responsible for the evolution of the end user experience as you will guide the team to design, develop and implement solutions that provide best-in-class service to the BrokerLink user community. Future direction is to enable end-users to be more self-sufficient by identifying and implementing self-service capabilities.

Identity & Access Management – support the cybersecurity mandate by maturing the IAM discipline. Lead the introduction of tooling and process improvements to deliver efficiencies in provisioning and managing users’ access to technology resources.

As the leader, you will:

• Build and nurture the team to deliver high output and outstanding quality, with high employee engagement. Ensure the teams are customer-focused and service-oriented.
• Lead the existing Service Desk team through changes in the service deck function to a new operating model and the use of an external third-party service provider for Tier 1 support.
• Establish Tier 2 IT support presence in key offices within BrokerLink’s 3 regions (Atlantic, Ontario, Alberta), with the ability to handle more complex end user issues and requests, in addition to being a local point for escalations.
• Build relationships with key stakeholders outside of IT, to understand business needs.
• Drive continuous improvement in the delivery of services, ensuring relevance of the services and access channels offered and evolving the delivery model to match industry trends and technology advancements, aiming to achieve the highest levels of user satisfaction for the internal users.
• Identify opportunities for automation of common, high-volume tasks/processes.
• Enable end-users to be more self-sufficient by identifying and implementing self-service capabilities for most common end-user needs.
• Working directly with the Cybersecurity program, implement & operationalize planned deliverables for IAM.
• Set targets and objectives to drive improvements through reviews of SLA reports and analysis of trends.
• Support continuous learning and improvements for your teams.
• Working with your IT peers, contribute to solution and ideation discussions, fostering a highly collaborative and inclusive working environment; support the plan, design, build and implement phases of the Technology Roadmap.

What you bring to the table:

• Bachelor’s degree or higher in Computer Science, Software Engineering, or other related discipline; equivalent combination of education and experience.
• 10+ years of progressive experience in IT operations; 7+ years in leadership roles.
• Strong customer service focus with a sense of urgency to understand impact to the business.
• Extensive familiarity with ITIL and other IT operational and management processes.
• Proven ability to be an effective leader to a team, able to effectively manage relationships with key stakeholders across the enterprise.
• Experience interacting and directly managing third party suppliers effectively with various agencies, suppliers, and business stakeholders
• Ability to effectively manage priorities and resources to meet requirements and deadlines in a dynamic and fast paced environment
• Demonstrated experience dealing with the challenges and issues confronting a large, diverse organization and work across organizational boundaries.
• Effective communication, presentation, and critical thinking skills.
• Experience with any of the following is an asset:

• Zendesk
• Large contact centre environment, understanding of telephony and call centre technology (e.g. UCCE)
• Cloud computing (e.g. Azure, O365) and SaaS models
• Broker Management Systems

What’s in it for you:

• Commitment to your growth and development
• Flexibility in how and where you work
• A competitive compensation package
• Flexible health and dental benefits package
• An RRSP with a company matching component
• A casual ‘dress for your day’ environment
• Be a part of a company that is one of Canada’s best employers (Named by Kincentric in 2021)

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process

At BrokerLink, we know there’s more to your decision about where you work than just the work itself. We know that helping our people achieve their career goals in a culture that offers growth and balance is what sets us apart. Our commitment to our employees is to offer workplace benefits that set the standard for them and their families. Along with a professional and fulfilling work environment, we provide competitive compensation, comprehensive benefit programs and a commitment to ongoing professional development.

Our values help guide us and our commitment to excel in all aspects of our business. Joining our team means you’ll have the opportunity to live our values.

Discover more about BrokerLink! Visit our new dedicated .

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!

Company: BrokerLink

Expected salary:

Location: Toronto, ON

Job date: Fri, 18 Mar 2022 06:33:36 GMT

Job Source: Careerjet.ca

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