Deskside Manager, IT Care

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.

IT Care Deskside Manager will lead a national team responsible for delivering exceptional end-user support across Aviva Canada. This role requires a proactive leader who can manage a large team both in-person and remotely, ensuring seamless IT operations and outstanding customer satisfaction.

The Manager will be responsible for guiding the team to meet key performance targets - including Customer Satisfaction Score (CSAT), SLA adherence, and first‑contact resolution—while overseeing escalation workflows, enhancing team efficiency, implementing preventive practices to reduce recurring incidents, and maintaining a positive, engaged, and high‑performing team environment.

• This role requires regular travel across Aviva’s three GTA offices and on-site presence four days per week.

What you'll do

Manage and mentor a large deskside support team across multiple Canadian locations.

Foster a collaborative and high-performance culture, both onsite and remotely.

Drive customer satisfaction through timely, effective, and empathetic support.

Act as a point of escalation for critical issues and rush requests, ensuring swift resolution.

Oversee deskside support operations, including troubleshooting hardware, software, and connectivity issues.

Ensure adherence to SLAs and quality standards for end-user support.

Work closely with other IT support teams and business units to resolve complex issues.

Coordinate with vendors and internal stakeholders for escalated technical challenges.

Identify trends and recurring issues to implement preventive measures.

Develop and maintain processes for continuous improvement in service delivery.

What you'll bring

Degree or equivalent experience; professional certifications are an asset.

Minimum 5 years in Deskside or IT support roles, including at least 2 years in a leadership capacity.

In-depth knowledge of Windows, macOS, mobile platforms, and enterprise applications.

Proven ability to lead projects and teams while fostering strong relationships with senior stakeholders.

What makes you stand out

Exceptional communication, negotiation, and problem-solving abilities.

Advanced proficiency with Microsoft Intune Admin Center.

Demonstrated success managing large IT support teams across multiple locations.

Strong leadership and people management skills, emphasizing coaching and development.

Excellent troubleshooting capabilities for hardware, software, and network issues.

Skilled in managing escalations and prioritizing urgent requests effectively.

Collaborative approach to working with cross-functional teams.

Proactive mindset with a commitment to continuous improvement.

What you’ll get

The salary band for this position ranges from $90,000 to $115,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.

Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.

Outstanding Career Development opportunities.

We’ll support your professional development education.

Competitive vacation package with the option to purchase 5 extra days off per year.

Employee driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion.

Corporate wellness programs to support our employees’ physical and mental health.

Hybrid flexible work model.

This job advertisement is for an existing vacancy which has been posted both internally & externally.

Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.

Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that appropriate accommodation can be arranged.

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