Manager - End User Technical Support

Requisition ID: 240555

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.

Provide 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 your Senior Manager to define and streamline every business Operating Model. Host meetings with Senior Technicians within the team to gain insight into what is needed to streamline processes and operations and implement these changes successfully and seamlessly.
• Provide mentoring and coaching to the newer employees, ensure that new hires have all of the necessary tools and access to perform their daily duties.
• Provide training and support of new hires. Run and coordinate separate, additional training sessions for team members as needed, ensuring that all team members are kept updated on changes and training topics.
• Provide Managerial support for your 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 pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect 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 (deseable certificación) Nice to have
• Experience leading teams min 2 year (must have)
• English level advanced must have.

Working Conditions
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.#COLGBS

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 a career at ScotiaTech; however, only those candidates who are selected for an interview will be contacted.