Canada Regional Lead - Service Desk and On-site Technology Support

Calgary, AB
Permanent
Full-time

27 days ago

At EY, we're all in to shape your future with confidence.We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.Join EY and help to build a better working world.Enterprise Technology (ET)Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 400,000 EY people. As part of Enterprise Technology, you'll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.The opportunity:As part of Unified Support Services (USS) which brings together the Service Desk and On-site Technology Support (OSTS) the Canada Regional Lead delivers an exceptional, data-driven support experience for EY people. The role blends day-to-day service operations with strategy execution, driving AI-enabled support, intelligent automation, and proactive operations (e.g. virtual agent, predictive analytics, automated performance reporting). The Regional Leader partners with ET product teams, BRMs to translate priorities into measurable outcomes for the Region.The Region Lead provides this support to customers within a region by managing a large team in Canada performing the highest level of multiple technology support activities. The position is also responsible for all aspects of staff management for their team. This professional has accountability for all aspects of end-user support interaction with region leadership, supporting relationship management and ensuring that metrics and performance standards are achieved and maintained. This professional anticipates technology support issues and creates and provides solutions with appropriate consultation. Driving change, consolidation and service improvement is a key aspect of this role whilst keeping their team motivated in a highly changing, dynamic, diverse and cross-cultural environmentYour key responsibilities:

Lead and champion a functional organization with a single, mature culture. This should provide consistency of operations, responsibilities and reporting.
Establish a service culture with sufficiently ITIL-educated operations management and staff.
Strategy & Operating Model

Execute the USS 3-year roadmap in region, turn enterprise priorities into quarterly plans, budgets across Service Desk and OSTS with clear success metrics and narrative for executive reviews.
Drive service improvement and standardization, automation and consolidation/centralization in alignment with the ET and I&O/USS strategies.
AI & Automation Adoption

Champion the rollout and continuous improvement of GenAI/LLM-powered virtual agent, chat auto-disconnect, start-of-day and weekly/monthly automated reports and ticket quality analytics.
Partner with Functional Excellence and the service desk vendor, Atos to drive targets such as “zero avoidable tickets” through automation and knowledge improvements.
Assist the EY Technology / I&O team with local People and Finance issues within the Canada Region.
Establish and administer the OSTS annual budgets and manage expenditures in order to operate within the approved budget.
Develop and maintain a roadmap and direction for OSTS including sourcing and location strategy.
Service Operation & Performance Management:

Monitor and own regional KPIs, SLAs, DSATs and CSATs. Lead and review weekly performance metrics using dashboards and other tools. Monitor aging Service Now tickets, misrouted tickets and take corrective actions.
Interface and consult with other functional leads within EY Technology and I&O to coordinate planning and activities.
Represent OSTS externally (e.g., with vendors and industry peers).
Establish and maintain effective relationships with local Talent and understand the local people policies for countries in which staff are located.
Maintain a high-level understanding of the business objectives, processes and supporting Technology needs of all customers in the Region. Stay sensitive to unique local needs.
Build and develop relationships with key senior leadership in the Region to help manage Technology needs and issues.
Collect Region viewpoints on Technology needs and service issues and communicate these to the appropriate Business Relationship Manager or I&O Leader.
Assist and support the communication of significant EY Technology activities in the Region effectively so that they are understood by customers in that Region

Skills and attributes for success

Advanced analytical skills are required to identify opportunities for service and process improvement across the geography supported.
Work independently with limited oversight from a supervisor.
High-level decision-making responsibilities include prioritization of work for the USS OSTS team and determining approaches to effectively address service delivery concerns of a large number of customers.
Demonstrated ability to manage effectively with escalations, demanding situations and demanding individuals under pressure.
Co-ordinate, understand and successfully integrate the activities of a large cross-cultural, cross-border team including virtual interaction and travel within geography on a regular basis.
Demonstrated ability to manage all aspects of team management including hiring, development, and counselling.
Ability to successfully develop and implement efficiently, actionable roadmaps.
Demonstrated experience in fiscal management including budgeting and service costing.
High level understanding of key performance indicators relevant to the role
A bachelor's degree or equivalent work experience is desirable.

To qualify for the role, you must have

Exceptional communication, interpersonal, organizational, project and time management skills.
Hands on experience orchestrating service adoption and change across platforms (Outlook/New Outlook, Office Technologies, etc. with OSTS execution.
Exceptional customer service orientation
Work schedule flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change.
Established vendor relationship management experience.
Demonstrated track record of continuous desktop support service and cost improvement and optimisation.
Ability to liaise, establish strong relationships and work effectively with key regions and engagement leadership
High level proficiency in all aspects of communicating with team members, supervisors and peers.
At least 10 years' experience in leading large national teams in customer software, hardware and technology support

This job posting relates to an existing vacancy within our organization. (this statement should always follow the What we look for verbiage)What we offer you (Canada)We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you to decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a discretionary bonus program, a comprehensive medical, prescription drug and dental coverage plan, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:Support and coaching from some of the most engaging colleagues in the industryLearning opportunities to develop new skills and progress your careerThe freedom and flexibility to handle your role in a way that's right for youAre you ready to shape your future with confidence? Apply today.To help create the best experience during the recruitment process, please describe any accommodation you may need.Inclusiveness at EYInclusiveness is at the heart of who we are and how we work. We're committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.Learn about our commitment to Inclusiveness atEY | Building a better working worldEY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.At EY, we use artificial intelligence (AI) tools as one element of our recruitment process to enhance efficiency and improve the candidate experience. While AI supports us in our process, human judgment and decision-making remain integral in our candidate experience. We are committed to the responsible use of AI, and our practices are continuously reviewed and refined to ensure they align with the highest ethical principles and regulatory requirementsTo all recruitment agencies: EY does not accept unsolicited resumes from recruitment agencies. Any resumes submitted without a prior agreement or request from our hiring team will not be considered. EY is not responsible for any fees related to unsolicited resumes.

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