Manager, End User Services

Established in 1996, Amica Senior Lifestyles owns and operates over 30 senior living residences in British Columbia and Ontario, while continuing to grow in select markets. Offering Independent Living (IL), Assisted Living (AL) and Memory Care (MC) lifestyle options, we combine expert care with unparalleled premium hospitality and amenities to deliver a personalized senior living experience. At Amica, we are driven by the desire to be part of something bigger than ourselves. We are privileged to spend our days enriching the lives of seniors, their families and each other. Joining Amica means you’ll experience a strong sense of belonging, purpose, possibility, and growth.

Become part of a team where you can make a real impact in the lives of others each and every day.

The Opportunity

Our busy office in downtown Toronto is seeking a hands-on Manager, End User Services. Reporting to the Director of Technology Services, the successful candidate will administer and manage the daily operations of the Service Desk, ID Administration and Deskside teams and the services and support they provide to all Amica employees across Canada.

The ideal candidate is a self-starter, has strong collaboration and influencing skills, is proactive in building business relationships, has a high level of technical experience, drives continuous improvements in technologies and processes and is customer service focused.

As the Manager, End User Services you will also be responsible for influencing decision making with respect to team projects and direction related to End User Services and Support.  Your technical skills and leadership qualities make you an ideal Leader in an environment that is fast paced and ever changing. You will be involved in identifying and implementing the necessary changes to the department to ensure we continue to show the value IT brings to the organization and the Residents Amica services.

What you will be doing

• Manage daily operation of the outsourced Service Desk and ID administration teams.
• Manage a team of direct on-site reports providing deskside services.
• Provide support and services to all Amica employees across Canada (Support Offices, WFH and Residence locations) both on-site and remote.
• Manage vendor contract compliance. Ensuring obligations and service levels are met.
• Daily operations of systems access and ID management such as Active Directory, O365 and Adobe.
• Manage end user onboarding and offboarding.
• Procurement and management of all end user hardware devices including laptops, desktops, mobile phones, tablets, etc.
• Manage yearly end user hardware refresh project.
• Perform end user device lifecycle management.
• Ensure accurate end user HW and SW asset management.
• Procurement and management of end user licensing such as Adobe and AutoCAD.
• Manage and support the organizations Teams video conferencing facilities.
• Manage daily incident and service request tickets for the team.
• Provide support for audit and compliance activities.
• Ensure process documentation is created and up to date.

 What we’re looking for

• Bachelor's degree or college diploma in IT, computer science or related field from an accredited college or university.
• ITIL foundations V3 or higher certified.
• Minimum of 3 years of experience in a leadership role with direct reports.
• Experienced with process development and optimization.
• Minimum of 7 years of related experience in end user and system support.
• Proficient in the installation, use, and support of Windows and cloud-based applications.
• Demonstrated experience supporting a wide variety of client applications in a complex multi-user environment.
• Knowledgeable in vendor and contract management.
• Strong understanding of finance and budgeting processes.
• Experience in managing third party vendors to delivery contracted services.
• Experience with IT ticketing systems.
• Strong working knowledge of AD, Intune, Autopilot and O365.
• Demonstrated ability to successfully manage multiple technology-related tasks and/or projects.
• Ability to establish and maintain positive, effective working relationships with users, co-workers, and vendors.
• Some travel required.

What you can expect from us

• A diverse and inclusive environment where individual differences are celebrated, and you’re encouraged to be your best self.
• A collaborative environment where we support each other to succeed as a team.
• Learning opportunities to help you grow and support for professional development and designations.
• Comprehensive benefit package including RRSP matching.
• Participation in Amica’s Flex or Hybrid work model providing team members the opportunity to work a combination of days both in office and remotely.

At Amica Senior Lifestyles we are passionate about working together in a supportive and inclusive environment that fosters innovation and turns ideas into action. We remain committed to creating workplaces that reflect the communities in which we operate. We are actively seeking applicants from all religions and ethnicities, LGBTQ2s+, Black, Indigenous, racialized people, and persons with disabilities and encourage people from all backgrounds to apply for our positions.   

 Amica Senior Lifestyles recognizes the importance of immunization to protect our residents, team members and visitors from COVID-19. Effective October 2021, a condition of employment is requiring that all new hires have received all required doses of a COVID-19 vaccine approved by Health Canada.  

Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted. 

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