Sr. Manager, IT End User Services

Department: Information Technology
Employment Type: Full-Time
Requisition ID: 1325
Date Posted: November 6, 2025
Closing Date: November 20, 2025 or until filled

Job Summary:

Reporting to the Director, Innovation & IT Services, the Sr. Manager, IT End User Services is accountable for all aspects of end-user support and technology and is responsible for delivery of exceptional customer experience. This includes productivity tool stewardship, enterprise client technology planning & oversight, deskside support, and daily IT operations. The Sr. Manager, IT End User Services provide leadership and direction in both IT and the business units to ensure applications meet business requirements, that development is focused on business priorities, and to ensure that day to day support is maintained. This position is part of the IT leadership team and contributes to IT service & technology strategies that are aligned with business objectives and goals. The Sr. Manager, IT End User Services must develop strong relationships with other IT teams, service owners, and stakeholders in external departments to foster a culture of collaboration and continual service \ business process improvement.

Responsibilities:

• Responsible for all aspects of Help Desk operations as well and End User Support.  This role is focused on ensuring excellent customer service for internal clients.
• Responsible for the planning, stewardship and effective use of productivity tools & services, i.e. Office 365, Windows, Intune, Adobe.

• Provide ongoing development, coaching and performance management for all team members - including annual performance review processes. Ensure effective knowledge management practices are developed and utilized. Prioritization of work efforts and initiatives for the team. Ensure team adherence to policies and procedures.

• Take end to end responsibility for enterprise client technology and user experience; including hardware, operating system, application deployment, cloud services & remote access. Responsible for the design, configuration and road mapping for all end user technologies and related management systems; Client technology selection and assessment. Lead the development, continuous improvement and maintenance of end user client technology experiences, i.e. corporate laptops, till OS, boardrooms, remote, etc.
• Identify and implement automation opportunities to continue to improve outcomes and increase efficiency.
• Responsible for service improvement with IT Help Desk support and resolution of incident and service requests that meet expectations; Identify opportunities to increase first-level resolution; provide useful & effective Self Service IT support access.
• Provide oversight for transition to operations activities for all projects and enhancements.
• Provide direction for projects within the area.
• Develop and provide oversight for IT incident and service request processes. Provide leadership for and escalation point in IT major incident & escalation.

• Responsible to provide IT communication oversight ensuring understandable and regular IT communications.

• Develop & manage client technology and service plans, budgets and forecasts. Responsible for research and development activities for all end user platforms. Defines, recommends, and reports on service levels in consultation with stakeholders & customers.
• Some after-hours work will be required.
• Other duties as assigned.

 Qualifications:

• A bachelor’s degree or college diploma with ten years’ experience or equivalent work experience; 5+ years leadership experience; 5 – 10 years of IT end user support experience.
• Previous experience with the architecture, design and management of enterprise client technologies.
• Proven track record in IT outsourcing and contract management, ideally in a position with similar degree of responsibility and accountability.
• Sense of urgency and a customer-service mindset.
• Excellent communication skills.
• Must be able to manage multiple priorities and projects simultaneously.

• Knowledgeable in ITIL service design.
• Strong understanding of current end user technologies and trends.

#IND1

You and UFA. Let’s Grow Together.

UFA is one of Canada’s largest and most progressive agricultural co-operatives. We’re a multi-billion-dollar organization that offers the products, services, and support our 127,000+ members need to build, grow and succeed. While our roots will always be in agriculture, we’re proud to support the industries and communities that drive Western Canada’s economy. We need your skills, expertise and ideas to help us keep growing.

• A Business with a Purpose - Join a member-owned co-operative with a mission that matters: improving the well-being of our members, helping them feed the world, and enabling investment in local communities.
• Recognized and Rewarded for Your Performance - At UFA, success is shared. You’ll own your work and be recognized for both individual and organizational results.
• Work-Life Success - We prioritize safety, respect your time, and offer flexible options and comprehensive benefits to support your life inside and outside of work.
• We Help Each Other Grow - Our collaborative culture fosters growth through hands-on experience, mentorship, training, educational support, and diverse career paths.

Diversity Equity, and Belonging

At UFA, we care about our employees and what makes them unique. We strive to create an inclusive environment that welcomes employees from diverse backgrounds, where everyone can do their best work. If you require accommodation during the application or selection process, please contact careers@ufa.com.

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We thank all applicants for their interest. Only those selected for an interview will be contacted.