Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

IT Care Deskside Manager will lead a national team responsible for delivering exceptional end-user support across Aviva Canada. This role requires a proactive leader who can manage a large team both in-person and remotely, ensuring seamless IT operations and outstanding customer satisfaction.

The Manager will be responsible for guiding the team to meet key performance targets - including Customer Satisfaction Score (CSAT), SLA adherence, and first‑contact resolution—while overseeing escalation workflows, enhancing team efficiency, implementing preventive practices to reduce recurring incidents, and maintaining a positive, engaged, and high‑performing team setting.

** This role requires regular travel across Aviva’s three GTA offices and on-site presence four days per week.

What you'll do- Manage and mentor a large deskside support team across multiple Canadian locations.- Foster a collaborative and high-performance culture, both onsite and remotely.- Drive customer satisfaction through timely, effective, and empathetic support.- Act as a point of escalation for critical issues and rush requests, ensuring swift resolution.- Oversee deskside support operations, including troubleshooting hardware, software, and connectivity issues.- Ensure adherence to SLAs and quality standards for end-user support.- Work closely with other IT support teams and business units to resolve complex issues.- Coordinate with vendors and internal stakeholders for escalated technical challenges.- Identify trends and recurring issues to implement preventive measures.- Develop and maintain processes for continuous improvement in service delivery.





What you'll bring- Degree or equivalent experience; professional certifications are an asset.- Minimum 5 years in Deskside or IT support roles, including at least 2 years in a leadership capacity.-

- Proven ability to lead projects and teams while fostering strong relationships with senior stakeholders.

What makes you stand out- Exceptional communication, negotiation, and problem-solving abilities.- Advanced proficiency with Microsoft Intune Admin Center.- Demonstrated success managing large IT support teams across multiple locations.- Strong leadership and people management skills, emphasizing coaching and development.- Excellent troubleshooting capabilities for hardware, software, and network issues.- Skilled in managing escalations and prioritizing urgent requests effectively.- Collaborative approach to working with cross-functional teams.- Proactive mindset with a commitment to continuous improvement.

What you’ll get- The salary band for this position ranges from $90,000 to $115,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.- Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.- Outstanding Career Development opportunities.- We’ll support your professional development education.- Competitive vacation package with the option to purchase 5 extra days off per year.- Employee driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion.- Corporate wellness programs to support our employees’ physical and mental health.- Hybrid flexible work model.

This job advertisement is for an existing vacancy which has been posted both internally & externally.

Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.

LI-PS1 LI-Hybrid

📌 Deskside Manager, IT Care (Markham)
🏢 Aviva
📍 Markham