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About the role
Key responsibilities & impact- Lead and contribute on ongoing activities/initiatives to achieve effective operations, productivity and optimal business performance
- Manage and deliver on special projects related to strategy, continual service improvement, relationship management, metrics, process documentation and tools
- Lead and manage the team, ensure employees are motivated to process requests submitted through our ticketing platform and make decisions in the best interests of clients
- Oversees daily operational performance and resource alignment to meet established operational SLAs towards our business units and accountable for efficient day to day operation and for effective communication and coordination of changes
- Identify trends and assess gaps in provisioning and incident queues to reduce repetitive negative occurrences and implement opportunities to streamline existing processes to consistently drive operational efficiencies
- Work in a diverse environment leveraging other team members’ experience and knowledge and participate in meetings with support partners for changes to process and procedures and manage the knowledge base accordingly
Requirements
What you’ll need- 3 to 5 years of experience working in IT support and/or Service Desk support role as well as strong People Management experience
- Strong technical writing aptitude, written and verbal communications skills, with the ability to knowledge transfer your expertise in order to develop staff
- Strong ability to manage client and stakeholder relations with a strong sense of urgency and ability to shift tasks in high pressure environment
- Strong knowledge in Identity & Access Management controls and policies and skilled in collaboration, troubleshooting, gap analysis, data trending and analysis methods
- If not located in Vancouver, flexibility to work different shifts based on business need, 9am to 5pm PT/ 12pm to 8pm ET
Benefits
Comp & perks- A comprehensive Total Rewards Program including bonuses and flexible benefits
- Competitive compensation
- Stock where applicable
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Process DocumentationMetrics AnalysisTroubleshootingGap AnalysisData Trending
Soft Skills
Written CommunicationVerbal CommunicationTeam MotivationAdaptabilityUrgency