Job Description
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 environment.
** This role requires regular travel across Aviva’s three GTA offices and on-site presence four days per week.
What you'll ...