Manager - End User Technical Support

Overview Requisition ID: Thanks for your interest in ScotiaTech, Scotiabank's new and innovative Technology hub in Bogota. Join a purpose driven winning team that promotes creativity and innovation in a fast-paced environment, where we’re always committed to results, in an inclusive, diverse, and high-performing culture. Purpose Contributes to the overall success of the Employee IT Service Desk in Colombia ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures. Provides support, guidance and leadership to team members, as required for the operation of the Employee IT Service Desk and to management. Responsible for day-to-day operation of the team, reporting and training and reviewing current work to ensure the optimal operating model is in place. An ambitious learner who can work well with different countries and operations. Accountabilities Define the operational model according to the business needs and support requirements. Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge. Manage and assign incoming escalations. Work with the relevant support teams to resolve urgent issues in a timely manner. Identify and manage outages. Engage the relevant support teams and work with them to ensure that Major Incidents are captured, documented and resolved quickly and efficiently. Perform quality control checks, and provide feedback, for the members of the team, ensuring that we exceed our quality KPI’s and metrics. Define and run reporting related to metrics and team KPI’s. Work with the Senior Manager to define and streamline every business Operating Model. Host meetings with Senior Technicians to gain insight into what is needed to streamline processes and operations and implement changes successfully and seamlessly. Provide mentoring and coaching to newer employees, ensure that new hires have all necessary tools and access to perform their duties. Provide training and support of new hires. Run and coordinate additional training sessions as needed, ensuring all team members are kept updated on changes and training topics. Provide managerial support for direct reports. Hold monthly 1-on-1 sessions to ensure Employee Engagement. Perform annual reviews. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. Actively pursue effective and efficient operations of the respective areas in accordance with Scotiabank’s Values, Code of Conduct, Global Sales Principles, and day-to-day business controls to meet obligations related to operational, compliance, AML/ATF/sanctions and conduct risk. Reporting Relationships Primary Manager: Senior Manager, End User Technical Support Direct Reports: Contractor, Employee IT Service Desk End User Technical Support Junior Analyst End User Technical Support Analyst End User Technical Support Associate Shared Reports: N/A Dimensions Support users’ community Scotiabank Globally Strategic Partner Relationships with external support teams (e.g. COREIO, Lexmark) Direct management accountability for ~18 FTE/contractors 24x7 rotative (leader) Education / Experience / Other Information 3-5 years of customer service. 1-2 years of understanding BNS standards and methodology. 3-5 years of experience working in IT environment. 3-5 years of experience working with PC hardware and software. Strong communication skills (written and verbal). Knowledge ServiceNow (nice to have). Knowledge ITIL (optional certification) Nice to have. Experience leading teams (min 2 years) (must have). English level advanced (must have). Working Conditions Work in a standard office-based environment; non-standard hours are a common occurrence. When required, non-standard office working hours for scheduled implementations or while on rotational 24x7 on-call support. Location Location(s): Colombia : Bogota : Bogota ScotiaTech is a business unit within ScotiaGBS, a Scotiabank Group company located in Bogota, Colombia. The ScotiaTech hub was created to support different technology systems and processes of the Bank. We offer an inclusive, positive work environment, and competitive benefits. At ScotiaTech, we value the unique skills and experiences each individual brings and are committed to creating and maintaining an inclusive and accessible environment for everyone. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in ScotiaTech; however, only those candidates who are selected for an interview will be contacted. #J-18808-Ljbffr