About the role
City:
Toronto
What you will do:
Summary:
The position of Director, End User Technical Support reports directly to the Vice President, Enterprise Systems . This role leads an overall team of roughly 20 team members responsible for all end user devices across all locations Cineplex Entertainment (retail & corporate). The End User Technical Support team procures, implements, administers, and maintains end user systems for Cineplex Entertainment. This includes Hardware (PC’s, Notebooks, POS, Digital Signage, Tablets, Mobile Phones, etc.) and Software (Operating Systems, Application Support, POS Software, etc.). This role includes oversight of our internal IT Helpdesks providing 1st level support which runs 24/7/365.
Key Responsibilities:
- Provide clear direction and strategic oversight to End User Technical Support and IT Helpdesk teams creating an inclusive and supportive team culture, and driving results through effective collaboration and strategic management
- Drive innovation within the End User Technical Support and IT Helpdesk teams by introducing new technologies, processes, and perspectives to enhance service delivery
- Effectively translate and communicate complex technical issues, solutions, and recommendations to senior leadership and non-technical stakeholders in a clear, concise, and actionable manner
- Ensure that all services meet or exceed established Service Level Agreements (SLAs) concerning service quality, availability, and incident management
- Maintain clear visibility into ongoing work and projects, fostering transparency and effective communication within the team and with stakeholders
- Oversee budgeting and procurement processes for end-user solutions, ensuring cost-effectiveness and alignment with organizational goals
Key Qualifications:
- University/College Education in related course of study or equivalent experience required
- Strong understanding of IT management best practices, including IT Service Management (ITSM) and IT Infrastructure Library (ITIL) frameworks
- Minimum of 2 years of experience with ServiceNow, demonstrating the ability to leverage its capabilities for IT service management
- Experience with Point of Sale (POS) systems, including hardware, software, payment solutions, and asset management
- Demonstrated experience in roles responsible for leading IT Support or IT Helpdesk teams, showcasing strong leadership and team management skills
- Project management experience, demonstrating the ability to oversee and deliver complex IT projects successfully
- Considerable experience in vendor management, ensuring effective partnerships and contract negotiations
- Experience in disaster recovery planning, highlighting the ability to develop and implement robust contingency strategies
- Must be proactive and possess strong interpersonal, customer service, communication, and organizational skills, with the ability to effectively manage relationships, deliver exceptional service, and handle multiple priorities in a fast-paced environment
- Familiarity with Genesys PureCloud is preferred, indicating an understanding of cloud-based contact center solutions
Inclusion & Diversity
Cineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable.
Accessibility
We are committed to improving access and opportunities for all individuals, including those with disabilities by identifying and removing barriers that may prevent, inhibit, or restrict their access to employment oporunities. If you require accommodation at any stage of our hiring process (application, interviews, assessments, and placement), please contact us at 416-323-6600 or via email at
.
While we appreciate all interest, only those candidates selected for an interview will be contacted.
About Cineplex
Cineplex (TSX: CGX) is a top-tier Canadian brand that operates in the Film Entertainment and Content, Amusement and Leisure, and Media sectors. Cineplex offers a unique escape from the everyday to millions of guests through its circuit of movie theatres and location-based entertainment venues. In addition to being Canada's largest and most innovative film exhibitor, the company operates Canada's favourite destination for 'Eats & Entertainment' (The Rec Room), complexes specially designed for teens and families (Playdium), and an entertainment concept that brings movies, amusement gaming, dining, and live performances together under one roof (Cineplex Junxion). It also operates successful businesses in digital commerce (CineplexStore.com), alternative programming (Cineplex Events), motion picture distribution (Cineplex Pictures), cinema media (Cineplex Media) and digital place-based media (Cineplex Digital Media). Providing even more value for its guests, Cineplex is a partner in Scene+, Canada's largest entertainment and lifestyle loyalty program.
Proudly recognized as having one of the country's Most Admired Corporate Cultures, Cineplex employs over 10,000 people in its offices and venues across Canada. To learn more, visit Cineplex.com.
About the role
City:
Toronto
What you will do:
Summary:
The position of Director, End User Technical Support reports directly to the Vice President, Enterprise Systems . This role leads an overall team of roughly 20 team members responsible for all end user devices across all locations Cineplex Entertainment (retail & corporate). The End User Technical Support team procures, implements, administers, and maintains end user systems for Cineplex Entertainment. This includes Hardware (PC’s, Notebooks, POS, Digital Signage, Tablets, Mobile Phones, etc.) and Software (Operating Systems, Application Support, POS Software, etc.). This role includes oversight of our internal IT Helpdesks providing 1st level support which runs 24/7/365.
Key Responsibilities:
- Provide clear direction and strategic oversight to End User Technical Support and IT Helpdesk teams creating an inclusive and supportive team culture, and driving results through effective collaboration and strategic management
- Drive innovation within the End User Technical Support and IT Helpdesk teams by introducing new technologies, processes, and perspectives to enhance service delivery
- Effectively translate and communicate complex technical issues, solutions, and recommendations to senior leadership and non-technical stakeholders in a clear, concise, and actionable manner
- Ensure that all services meet or exceed established Service Level Agreements (SLAs) concerning service quality, availability, and incident management
- Maintain clear visibility into ongoing work and projects, fostering transparency and effective communication within the team and with stakeholders
- Oversee budgeting and procurement processes for end-user solutions, ensuring cost-effectiveness and alignment with organizational goals
Key Qualifications:
- University/College Education in related course of study or equivalent experience required
- Strong understanding of IT management best practices, including IT Service Management (ITSM) and IT Infrastructure Library (ITIL) frameworks
- Minimum of 2 years of experience with ServiceNow, demonstrating the ability to leverage its capabilities for IT service management
- Experience with Point of Sale (POS) systems, including hardware, software, payment solutions, and asset management
- Demonstrated experience in roles responsible for leading IT Support or IT Helpdesk teams, showcasing strong leadership and team management skills
- Project management experience, demonstrating the ability to oversee and deliver complex IT projects successfully
- Considerable experience in vendor management, ensuring effective partnerships and contract negotiations
- Experience in disaster recovery planning, highlighting the ability to develop and implement robust contingency strategies
- Must be proactive and possess strong interpersonal, customer service, communication, and organizational skills, with the ability to effectively manage relationships, deliver exceptional service, and handle multiple priorities in a fast-paced environment
- Familiarity with Genesys PureCloud is preferred, indicating an understanding of cloud-based contact center solutions
Inclusion & Diversity
Cineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable.
Accessibility
We are committed to improving access and opportunities for all individuals, including those with disabilities by identifying and removing barriers that may prevent, inhibit, or restrict their access to employment oporunities. If you require accommodation at any stage of our hiring process (application, interviews, assessments, and placement), please contact us at 416-323-6600 or via email at
.
While we appreciate all interest, only those candidates selected for an interview will be contacted.
About Cineplex
Cineplex (TSX: CGX) is a top-tier Canadian brand that operates in the Film Entertainment and Content, Amusement and Leisure, and Media sectors. Cineplex offers a unique escape from the everyday to millions of guests through its circuit of movie theatres and location-based entertainment venues. In addition to being Canada's largest and most innovative film exhibitor, the company operates Canada's favourite destination for 'Eats & Entertainment' (The Rec Room), complexes specially designed for teens and families (Playdium), and an entertainment concept that brings movies, amusement gaming, dining, and live performances together under one roof (Cineplex Junxion). It also operates successful businesses in digital commerce (CineplexStore.com), alternative programming (Cineplex Events), motion picture distribution (Cineplex Pictures), cinema media (Cineplex Media) and digital place-based media (Cineplex Digital Media). Providing even more value for its guests, Cineplex is a partner in Scene+, Canada's largest entertainment and lifestyle loyalty program.
Proudly recognized as having one of the country's Most Admired Corporate Cultures, Cineplex employs over 10,000 people in its offices and venues across Canada. To learn more, visit Cineplex.com.