Senior Manager - US Desktop

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

As a Senior Manager, US End User Technology Support, you’ll create and foster key relationships with managers and users of technology services, understand their needs and use of technology tools, provide informative and tailored resolutions, and recommend the right solutions that will enable their success.

You’ll work in a fast-paced environment where you’ll make a meaningful difference, guiding and managing support teams and providing best-in-class support for end users.

You will lead support technicians on the US Desktop teams across the US. You will create improvements and monitor success within the teams through reporting, direct feedback, survey results, and ongoing interactions with key business partners in technology and lines of business. You’re flexible enough to work our support hours, which may include evenings and weekends. To help deliver a great end-user experience, you’re flexible enough to work at multiple locations within a reasonable travel distance.

At CIBC, we enable the work environment to be optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 2-3 days per week on-site, while other days will be remote.

How You'll Succeed

Team engagement: Conduct team meetings to understand their challenges, advise and work together with them on solutions, and provide a forward-looking plan. Use your knowledge of end-user support, customer service, relationship management, and team management to advance the success and goals of the teams.Relationship building: Engage in outreach activities and manage escalations with follow-ups to show users you value them and understand the importance of technology for their daily activities. Grow your network, deepen technology support team relationships, and collaborate with others to ensure users are connected to the right people and opportunities.Leveraging technology: Become a CIBC technology expert. Share your knowledge by introducing users to resources available to them to better manage their needs.

Who You Are

You are a caring and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching employees and inspiring successful team performance.You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.Values matter to you. You bring your real self to work, and you live our values: trust, teamwork, and accountability.Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.You know that details matter. You notice things that others don't. Your critical thinking skills help inform your decision-making. You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.You have at least 5-7 years of experience managing a service desk team environment.

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What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.Subject to plan and program terms and conditions

What You Need To Know

CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.comYou need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

Job Location

IL-70 W Madison St, 10th Fl

Employment Type

Regular

Weekly Hours

40

Skills

Accountability, Change Management, Client Relationship Management, Communication, Customer Service, Decision Making, End User Experience, Enterprise Service Delivery, Implementation Planning, IT Operations Support, Leadership, Operational Efficiency, People Management, Prioritization, Service Standards, Strategic, Team Management, Team Member Engagement, Technical Knowledge