This role oversees a team of 7 direct reports — including specialists delivering priority services to executive leadership — and manages 10–15 specialists from external service provider partners. The ideal candidate brings certified experience in Microsoft Teams Apps and Power Platform (including governance, security, compliance, DataVerse, and app administration), Microsoft Teams Phone, Microsoft Copilot Apps, Microsoft 365 Fundamentals, Microsoft Intune (tenant enablement, configuration, and integration), and Windows 365.

Manage a team responsible for the delivery of end user computing solutions and support services by focusing on providing value to WSIB business areas and staff. The solutions and services refer both to the technologies that the team will use to deploy, manage and secure the devices, applications and data that WSIB employees require to perform their jobs, as well as the actual devices and applications used by WSIB employees. This includes, IT asset and licence management, onsite and remote desktop, deskside, mobility, executive, end user print and production print support services, plus the Microsoft Office 365 suite of collaboration products and related productivity-based solutions.

Provide technical expertise, advice and leadership to direct reports, cross-functional team members, WSIB management, internal and external stakeholders in delivery of customer-focused information technology services.

Develop and maintain communication linkages and relationships both internally within the Information Technology cluster, plus customer engagement and business-relationship management groups, and externally with technology providers and technical support teams.

Major Responsibilities:

Plan, manage and control the activities of section which includes annual planning of projects and priorities, identifying resource requirements, allocating work, recruiting, establishing performance objectives, conducting performance reviews, and providing guidance and feedback to staff. This includes:

• Providing technical expertise and direction to staff when required
• Identifying and addressing blockers, inefficiencies and other issues to effective service delivery
• Participating as a member of the Branch’s management team in the development of branch goals and objectives in support of the divisional and corporate goals and objectives
• Evaluating performance and productivity, motivating direct reports to provide excellent customer service
• Directing end user computing and support functions and team members to align with IT Shared Services objectives
• Researching and identifying existing and emerging end user computing industry practices and opportunities for implementation at WSIB

Design, implement, measure and improve end user computing strategy, roadmap and governance framework. Ensure risk management, quality management and continuous improvement systems are established to analyse and evaluate the effectiveness and cost benefit of services and programs. This includes:

• Capturing and maintaining a view of end user computing support processes through a process inventory
• Acting as process owner for end user computing solutions and support services and as a stakeholder in the overarching ITSM process management for seamless end-to-end IT service delivery of IT Shared Services
• Developing and maintaining operational process documents and controls for end user computing support services, including related ITSM functions such as incident, problem, service request fulfilment, service design, project management and service transition
• Defining process and data requirements for the end user computing services platform (ServiceNow), and leading analysis of critical processes and process documents
• Managing end user computing performance, quality and compliance
• Providing input in end user computing process improvement and tool improvement (Service Management Platform: ServiceNow)
• Defining and managing KPIs to support optimal IT service delivery to service level targets
• Leading teams in a matrix environment, exercising influence to drive daily operations across multiple providers (internal / external) and technology disciplines
• Researching and identifying existing and emerging end user computing industry practices and opportunities for implementation at WSIB
• Leading RFx and supplier management processes related to end user computing services, which includes the selection of hardware, software, outsourced service providers and management of supplier performance
• Achieving consistent levels of service for end user computing operational activities, including:
  • Preparing and hosting the weekly operational meetings
  • Reviewing and enforcing end user computing maturity practices
  • Acting as Subject Matter Expert (SME) for end user computing principals and direction to both internal/external teams
  • Providing advanced data analysis expertise, with the ability to summarise data into concise accurate information with recommendations and insight for process managers and senior management consideration
• Vision setting and executing the Microsoft Office 365 suite roadmap
• Leading the effort to expand collaboration suite offerings to all staff and ensuring digital workplace productivity tools align to the IT Shared Services objectives
• Ensuring success of new product feature delivery and adoption, while providing technical leadership and innovation to internal and external clients
• Aligning Office 365 products with the overall IT enterprise architecture vision and goals, making key decisions on priorities, design and work to ensure that all stakeholders are aligned
• Owning and delivering complex end user computing technology projects from the planning stage through execution. It includes browsers, productivity and collaboration products, desktop and mobile hardware, software and image management, virtualization, etc.
• Overseeing hardware and software inventory, developing of multi-year technology refresh plans, comprehensive testing of new products in preparation for rollout, and developing service request reports for distribution
• Developing a disaster recovery and business continuity plan for end user computing support services and for components required at the enterprise level

Develop and maintain effective communication linkages and relationships internally within IT Shared Services, with our business partners, cross-functional teams within ITC and all levels of management, and externally with suppliers to discuss and resolve issues, and exchange information of mutual concern

Develop and administer section operating budget, authorize expenditures and report on variances from approved plan. Recommend expenditures outside budget for approval.

1) Education requirements:

• Post-secondary education with relevant work experience
• Undergraduate Degree in a Business or STEM-related discipline (Science, Technology, Engineering and Mathematics) preferred.
• ITIL Foundation Certification
• COBIT Foundation certificate preferred

2) Experience:

Minimum Level

• 8 years’ work experience in information technology
• 3 years’ people management experience (with finance, HR, procurement, operations)
• 2 years’ ServiceNow ITSM experience or related ITSM tool

Preferred Level

• 8 years’ management experience with information technology and technical support, with progressive leadership responsibility
• 2 years’ experience with Artificial Intelligence, analytics and associated capabilities
• 2 years’ experience in Customer Engagement and Business Relationship Management
• 2 years’ experience with Knowledge Management

Other information: certified experience in Microsoft Teams Apps and Power Platform; Microsoft Teams Phone, Microsoft Copilot Apps, Microsoft 365 Fundamentals, Microsoft Intune and Windows 365.

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact talentacquisitioncentre@wsib.on.ca. If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.

Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.