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 jobs@cineplex.com. While we appreciate all interest, only those candidates selected for an interview will be contacted. We are driven by a united passion for delivering exceptional experiences. Become part of our award-winning culture! Our next evolution starts with you. A social playground for the young at heart, we offer shareable entertainment for the senses, with premium food & drink, games and live shows. Visit The Rec Room Website An enhanced lifestyle rewards program that gives members something new to look forward to, with more ways to earn and redeem. Visit Scene+ Website A place for teens to play without limits, offering a games floor, full menu, birthday parties, plus ropes courses, VR and bowling at select locations. Visit Playdium website Whether at home or on the go, we offer over 10,000 digital titles to rent or own, including the latest releases. Visit Cineplex Store Website An integrated network providing impactful media solutions, helping brands make meaningful connections with consumers. Visit Cineplex Media Website An agency powering end-to-end digital and DOOH solutions that drive customer experiences and bottom-line results. Visit CDM Website
