Manager, Service Desk

Wellington-Altus; Winnipeg; Sur place; CAD 90 000 - 120 000; Plein temps

Résumé du poste

Wellington-Altus in Winnipeg is seeking a Manager, Service Desk to lead the IT Support Team and drive operational excellence. You will oversee daily operations, ensure process standards, and coordinate issue resolution across software and hardware platforms.

The role requires 5-7 years in a Service Desk management role, strong system administration knowledge, and experience with ITSM and incident management. A background in budget planning and staff coaching is highly valued.

Qualifications

• Bachelor’s degree or equivalent in computer science/related field.
• 5-7 years experience in a Service Desk manager role.
• Expertise in system administration.
• Experience with ITSM, incident management, and compliance frameworks (SOC2, ISO, etc.).
• ITIL certification is an asset.

Responsabilités

• Oversee day-to-day operations of the IT Support Team and maintain procedural standards.
• Identify opportunities to increase efficiency in reporting, metrics, and strategy.
• Perform call audits and report on staff productivity to meet service standards.
• Serve as an expert resource on IT-related procedures (software and hardware).
• Provide problem-resolution support as required.
• Identify training opportunities and ways to reduce support needs.
• Respond timely to staff inquiries with accurate information.
• Manage hardware inventory.
• Solve problems with multiple solution approaches.
• Assist transition team as needed.
• Perform other duties as assigned.

Connaissances

5-7 years Service Desk manager

System administration

ITSM & incident management

SOC2 / ISO compliance knowledge

ITIL certification asset

Team leadership & coaching

Budget planning familiarity

MS Office proficiency

Organizational strategy understanding

Formation

Bachelor’s in computer science / technical diploma or equivalent

Outils

ITSM software

Incident management tools

Network & hardware knowledge

Description du poste

Location

This posting is for an existing vacancy in Wellington-Altus’ Winnipeg office.

Our organization

Founded in 2017, Wellington-Altus Financial (Wellington-Altus) is the parent company to Wellington-Altus Private Counsel Inc., Wellington-Altus USA Inc., Wellington-Altus Insurance Inc., Wellington-Altus Group Solutions Inc., Independent Advisor Solutions Inc., and Wellington-Altus Private Wealth Inc.—the top-rated* investment dealer in Canada and one of Canada’s Best Managed Companies. With nearly $40 billion in assets under administration and offices across the country, Wellington-Altus identifies with successful, entrepreneurial advisors and portfolio managers and their high-net-worth clients.

The opportunity

Reporting to the Vice-President, Technology Services, the Manager, Service Desk will be the main point of contact responsible for overseeing and managing the IT Support Team. They will be accountable for improving efficiencies within our current support levels while effectively facilitating the resolution of all operational questions and issues. The Manager, Service Desk will also assist with service capacity projections, delegate tasks, and ensure all support communications adhere to the firm’s organizational objectives and standards.

• Investment Executive 2025 Brokerage Report Card.

Key responsibilities

• Oversee day-to-day operations of the IT Support Team while managing procedural standards & employee guidelines.
• Identify areas of opportunity to increase efficiencies in reporting, metrics, and organizational strategy.
• Perform call audits and report on employee productivity, ensuring standards of service within the firm are met.
• Become an expert resource person on all IT-related operational procedures (both Software and Hardware).
• Provide employees with problem resolution support, as required.
• Assist in identifying potential training opportunities and ways to reduce support required by staff.
• Responsible for researching and providing timely and accurate responses to inquiries from staff.
• Responsible for managing hardware inventory.
• Problem solves and research multiple solutions.
• Assist the transition team as required.
• Performs other duties as assigned.

The ideal candidate will possess

• Bachelor’s in computer science, technical diploma or equivalent
• 5-7 years total experience in a Service Desk manager role
• Expertise in system administration
• Experience with ITSM, incident management, compliance frameworks (SOC2, ISO, etc.)
• ITIL Certification considered an asset
• Management of multiple applications and systems
• In-depth knowledge of the principles of management and supervision, with an understanding of organizational strategy and how to maximize efficiency.
• Strong organizational skills and attention to detail with the ability to prioritize effectively, handle multiple tasks, and handle stress in a fast-paced environment.
• Excellent attitude, understanding of the fundamentals of quality customer service, and a commitment to fostering these skills in all team members though effective coaching strategies and leadership.
• Strong problem solving, critical thinking, coaching, interpersonal, and verbal and written communication skills.
• Familiarity with budget planning and human resource procedures.
• Proficiency with computers, especially MS Office.
• Knowledge of Information Systems Fundamentals as the Team supports multiple and growing number of Information Systems
• Knowledge of IT Hardware (desktops, peripherals, networks, multimedia devices).
• Ability to learn new systems / hardware quickly.
• Ability to deal with numerous activities with varying degrees of priority.
• Reliable, consistent work ethic.
• Ability to quickly adapt to changing needs those you provide support to.
• Excellent attitude and committed to providing extraordinary service.

Conditions of employment

• Must be legally eligible to work in Canada.
• A background check, satisfactory to the employer, may be required of the successful applicant prior to commencing employment.
• Must be able to travel for business up to 5% of the time.

Wellington-Altus Private Wealth is strongly committed to equity and diversity within its community and welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.

If you require accommodation for the recruitment process, please let us know at the point of application.