User Support Manager

Permanent contract|Montreal|Information Technology

User Support Manager

Montreal, Canada Permanent contract Information Technology

Responsibilities

Department Summary:

Come on join the Dynamic and Driven IT infrastructure teams in a digital transformation journey

Created on July 1st 2009 the Global Technology Services (GTS) department supports all the IT infrastructures of Société Générale Group and its subsidiaries (Crédit du Nord, Fran finance, etc.) in France and abroad. Today it represents almost 3500 employees around the world.

Its mission? To provide to the Group's businesses lines reliable IT services by providing offers, services levels and optimized costs that meet the needs of their internal clients; such as hosting business applications, workstations, collaborative services, network and telephony.

The Digital Workplace Services (DWS) Group is responsible for all services delivered to end-users like Desktop Services (Physical/virtual, mobile workstations & print services), Unified communication services (Messaging , Phones, Trading Telephony and meeting room conferencing solutions) , collaboration services , user facing support functions and all associated technical services (collaborative tools, messaging, desktop engineering, security, technical directories) and all infrastructure services that support these services like User data management, IT directories and Multi-factor authentication, Packaging and software deployment services

In that context: The User Support (“USU") Team provides both remote helpdesk (Level 1) and in person (Level 2) end user support in all AME locations including United States, Canada and South American Offices.

We are looking for our local User Support Services (USU) Client Services Manager to be part of the DWS Team and Help drive the future of USU.

Day-to-Day Responsibilities:

The User Support Service (USU) manager (Canada) is in charge of the management of the Help Desk and Desktop support teams.
Responsible for ensuring an exceptional customer experience for our end user community.
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Establish a good working relationship with both the end-users, other Global Technology Services (GTS) teams and the business.
Gather, analyze, and publish metrics to benchmark the IT Support workload/performance.
Identify trends in support issues and making recommendations to improve services and support.
Work closely with other USU manager to assure an aligned and cohesive AMER support structure.
Provide open, direct and constructive communication / feedback within the department.
Promote team spirit and professionalism at all times.
Demonstrate strong problem-solving skills.
Administer and enforce organizational procedures and policies.
Participate in the evolution of desktop strategies.
Ensure technical support services personnel adopt a proactive approach, to develop a customer focused approach of the support team in incident/request handling and ensure this knowledge is pushed and understood by all DWS/USU staff.
Actively participate in required projects / initiatives that either directly or indirectly impact the user experience.
Mentor & promote employee development, encourage networking and recognize accomplishments.
Effectively communicate and convey required information to and from business leaders.
Effectively managing, developing, and training the Helpdesk desk team.
Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.

Profile required

Required Skills:

The ability to build a cohesive team and to manage people effectively.
A good understanding of the strategic vision of the department and the ability to set the long-term direction of the team.
An ability to balance and plan the short-term & long-term actions of the team.
Knowledge and understanding of best practices for service management.
Strong communication skills, including the ability to be influential and persuasive with stakeholders.
The ability to manage time effectively while setting the tone of the team through modeling and leadership.
Having experience managing a team of user and desktop technical support is a plus.
Ability to provide user support and liaise across technical teams.
Ability to multi-task and has a strong attention to detail.
Strong potential for growth and acceptance of additional responsibilities.
Ability to handle sensitive matters with discretion and maintain confidentiality.
Ability to take initiative to communicate, interact and cooperate with others.

Skills:

Knowledge / Support of the Windows OS & Office suite.

Strong skills using Excel, Word & PowerPoint.
IT Service Management Tools (Service Now) plus
Help Desk contact center Software (Anywhere365) plus
Basic understanding of cloud technologies, networking & infrastructure is a plus.

Qualifications:

Experience Needed:

Previous experience managing an IT support team.

Educational Requirements:

Bachelor’s degree

Certifications:

Microsoft Certifications a plus
ITIL certifications a plus

Languages: English / French

Business insight

Societe Generale opened its Canadian headquarters in Montreal in 1974 to offer its financial services to corporations, financial institutions and governments. The Toronto and Calgary offices were opened in 1978 and 2006 respectively.

We now employ over four hundred people, both in the traditional banking sector (investment banking, funds and trading activities) and in the field of information technology, with the opening of our SG Montreal Solutions Center subsidiary which, thanks to its geographical location and its cultural diversity, provides development and support for our business partners worldwide.