End User Support Manager

KPMG LLP Canada; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading consulting firm in Toronto seeks an IT End User Support (EUS) Manager to oversee support services for over 10,000 users. The successful candidate will manage a dedicated team and ensure the effective resolution of technical issues. The role requires extensive IT support experience, management skills, and familiarity with tools like ServiceNow and M365. This position is primarily onsite at the downtown Toronto office.

Qualifications

• Minimum of 10 years IT Support experience, minimum of 3 years in a management capacity.
• Experience with ServiceNow and implementing ITIL or similar service management frameworks.
• Flexibility to work after hours when needed.

Responsibilities

• Oversee daily operations of the End User Support team.
• Manage IT desktop asset life cycle and accounting.
• Act as escalation point for complex incidents.

Skills

IT Support experience

Management experience

Interpersonal skills

Communication skills

Troubleshooting skills

Analytical ability

Project Management (PMI)

Education

Degree in business management or technology

Tools

ServiceNow

M365 (Teams, One Drive)

Windows 11

AI productivity tools

Job description

Overview

At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world.

Due to growth and internal movement, we 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 downtown Toronto office – Bay Adelaide Center, 333 Bay Street, M5H 2S5. Reporting to the incumbent BAC End User Support lead, the candidate will manage a team of onsite and remote Support Analysts 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 downtown Toronto End User Support team, ensuring timely and effective resolution of technical issues
• Provide “Enhanced IT Support” to national firm leadership which is primarily based in the downtown Toronto office
• 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

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 with ServiceNow and implementing ITIL or similar service management frameworks is considered an asset
• Knowledge of M365 (Teams, One Drive) and Windows 11Ability to lead and motivate a team of IT professionals
• 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
• Experience working with AI productivity and support tools (MS CoPilot, AI Chatbots) considered an asset
• Project Management (PMI) is considered an asset

Providing you with the support you need to be at your best

Providing you with the support you need to be at your best

Our Values, The KPMG Way

Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process

At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG’s Employee Relations Service team by calling 1-888-466-4778.