Manager, On-Site Support

Bring us your passion for digital or data analytics and well put you to work on exciting initiatives that answer the challenge: How can we do that better Working with a dedicated team of energetic forward-thinking innovators youll stretch your imagination and sharpen your skills on the leading-edge projects that are keeping Sun Life Financial ahead of the curve. You want more than a job; you want a career - a career with a company that encourages learning and personal growth.You want to be one of the best.

Job Description:

Based in the Toronto York location the On Site Support (OSS) Manager is responsible for staff leadership and the day-to-day operations of the Canadian On-Site Support teams servicing the Toronto locations. This role also has accountability for process procedure and standards governance of the On-Site Support staff located in the India Service Center and leading the Sun Life Executive support program.

The On Site Support (OSS) team is responsible for overall End User Computing support encompassing desktop hardware operating system enterprise application software peripherals and mobile devices. This team primarily ensures successful delivery of End User Computing services to our client through measured service response and service restoration addition the team fulfills client service requests change orders and standard hardware refresh activity.

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Advanced problem solving required of this position in order to mentor technicians and sharpen their problem solving skills. Expected problem solving capabilities include attributes such as:

• problem strategy development
• advanced problem management techniques (efficiently using all available resource tracking and reporting etc)
• evaluation/feedback loop for problem management process improvement.

Typical problems solved at this level would include problems escalated from the technicians for failed end user hardware local user software errors single user virus incident remediation. Those that the team leader doe not have the skills to solve would be escalated to OSS Manager then Engineering.

Main Accountabilities:

The Manager position will oversee the complete service delivery by On Site Support Technicians in Toronto One York and Atria Offices. Specifically this includes:

• Workload planning and incident prioritization to ensure that established service commitments are satisfied
• Resource management and tracking of staff activity
• Individual performance management and reporting
• Lead executive support strategy
• Analysis and management and reporting of service delivery performance
• Service interface to clients for issue escalation and management
• Request fulfillment (Client requests MACD refresh interoperability assurance QA)
• Inventory control and lifecycle asset management for end user computing devices
• Project planning of OSS initiatives and consultative / supportive role in other desktop Infrastructure and Business Partner sponsored initiatives
• Developing a high performance work culture focused on client satisfaction and service delivery excellence
• Continual evaluation and improvement of operational processes underpinning OSS service delivery

Advanced problem solving required of this position in order to mentor technicians and sharpen their problem solving skills. Expected problem solving capabilities include attributes such as:

• Problem strategy development
• Advanced problem management techniques (efficiently using all available resource tracking and reporting etc)
• Evaluation/feedback loop for problem management process improvement.

Knowledge/Skills/Experience/Competencies:

• Highly service oriented with an excellent understanding of desktop technology and operations including demonstrated experience in Win11 M365 VDI Citrix Tablets etc
• Excellent communication skills in both written and verbal forms
• Strong relationship management skills with an established track record of maintain positive business relationships
• Strong leadership skills with an ability to develop close relationships with team members in several locations
• Demonstrated ability to focus lead and motivate staff
• Excellent analytical abilities and innovative problem-solving skills
• SLA development and/or management experience
• A minimum of 10 years of technology experience including a minimum of 5 years experience managing teams supporting customer-facing high availability 24x7 production environments
• Demonstrated ability to identify and implement process improvements
• A history of quickly learning new methods technologies and a strong desire to learn
• Willingness to travel between Toronto One York and Toronto Atria
• This role must be in office 5 days a week
• Trained experienced in ITIL v4 process framework

Notes: As a condition of the role the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other addition to Base Pay eligible Sun Life employees participate in various incentive plans payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to .

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing screening interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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