Manager, Service Desk

Manager, Service Desk

Location: This posting is for an existing vacancy in Wellington-Altus’ Winnipeg office.

Our organization: Founded in 2017, Wellington-Altus Financial (Wellington-Altus) is the parent company to Wellington-Altus Private Counsel Inc., Wellington-Altus USA Inc., Wellington-Altus Insurance Inc., Wellington-Altus Group Solutions Inc., Independent Advisor Solutions Inc., and Wellington-Altus Private Wealth Inc.—the top-rated* investment dealer in Canada and one of Canada’s Best Managed Companies. With nearly $40 billion in assets under administration and offices across the country, Wellington-Altus identifies with successful, entrepreneurial advisors and portfolio managers and their high-net-worth clients.

*Investment Executive 2025 Brokerage Report Card.

The opportunity:

Reporting to the Vice-President, Technology Services, the Manager, Service Desk will be the main point of contact responsible for overseeing and managing the IT Support Team. They will be accountable for improving efficiencies within our current support levels while effectively facilitating the resolution of all operational questions and issues. The Manager, Service Desk will also assist with service capacity projections, delegate tasks, and ensure all support communications adhere to the firm’s organizational objectives and standards.

Key responsibilities include:

• Oversee day-to-day operations of the IT Support Team while managing procedural standards & employee guidelines.
• Identify areas of opportunity to increase efficiencies in reporting, metrics, and organizational strategy.
• Perform call audits and report on employee productivity, ensuring standards of service within the firm are met.
• Become an expert resource person on all IT-related operational procedures (both Software and Hardware).
• Provide employees with problem resolution support, as required.
• Assist in identifying potential training opportunities and ways to reduce support required by staff.
• Responsible for researching and providing timely and accurate responses to inquiries from staff.
• Responsible for managing hardware inventory.
• Problem solves and research multiple solutions.
• Assist the transition team as required.
• Performs other duties as assigned.

The ideal candidate will possess:

• Bachelor’s in computer science, technical diploma or equivalent
• 5-7 years total experience in a Service Desk manager role
• Expertise in system administration
• Experience with ITSM, incident management, compliance frameworks (SOC2, ISO, etc.)
• ITIL Certification considered an asset
• Management of multiple applications and systems
• In-depth knowledge of the principles of management and supervision, with an understanding of organizational strategy and how to maximize efficiency.
• Strong organizational skills and attention to detail with the ability to prioritize effectively, handle multiple tasks, and handle stress in a fast-paced environment.
• Excellent attitude, understanding of the fundamentals of quality customer service, and a commitment to fostering these skills in all team members though effective coaching strategies and leadership.
• Strong problem solving, critical thinking, coaching, interpersonal, and verbal and written communication skills.
• Familiarity with budget planning and human resource procedures.
• Proficiency with computers, especially MS Office.
• Knowledge of Information Systems Fundamentals as the Team supports multiple and growing number of Information Systems
• Knowledge of IT Hardware (desktops, peripherals, networks, multimedia devices).
• Ability to learn new systems / hardware quickly.
• Ability to deal with numerous activities with varying degrees of priority.
• Reliable, consistent work ethic.
• Ability to quickly adapt to changing needs those you provide support to.
• Excellent attitude and committed to providing extraordinary service.

Conditions of employment:

• Must be legally eligible to work in Canada.
• A background check, satisfactory to the employer, may be required of the successful applicant prior to commencing employment.
• Must be able to travel for business up to 5% of the time.

Wellington-Altus Private Wealth is strongly committed to equity and diversity within its community and welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply.

If you require accommodation for the recruitment process, please let us know at the point of application.

To apply:

Click the Apply for This Job button to submit your resume, cover letter and salary expectations. You will be contacted if you are selected for an interview. Artificial Intelligence (AI) will be used to screen and assess candidates for this role. More information about working at Wellington-Altus can be found on our website at www.wellington-altus.com.