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Director, End User Services - 27047

Location: DORVAL, QC, Canada
Posting Start Date: Oct 17, 2021
Posting End Date: Ongoing


Job Description


Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
Senior IT leader accountable to setting, designing, and delivering a “World-Class” IT Support Service to Air Canada’s 20K+ end users and 300+ locations globally, adapting to business needs and growth.
Provide all levels of end user IT support for technology solutions provided through a service desk, deskside support, walk-up tech bar, executive support. Includes all aspects of IT Site Support and presence at all our corporate locations. 
Ensure IT services in the End User area are delivered correctly and with a high degree of quality by leading IT end user and site support strategy & direction, projects, and process improvements to continually improve user functionality & experience. 
  • Set strategy, design, and execute the strategic vision for the IT End User Services and Support function, by developing and leading a strong team of 35+ resources by supporting team of 5 direct reports/managers    
  • Manage Yearly budget $10M+ with operations and projects
  • Owns the Enterprise End User IT Service delivery function: Enterprise IT ServiceDesk and Deskside support together with Enterprise Executive Support and Event Services 
  • Owns Global IT Site Support which includes General Onsite IT support for all Administrative Offices, Airports, Contact Centers, Airline Operations, Maintenance, Cargo and Flight Operations / In Flight Services at over 300+ locations globally.
  • Drive strategy, enhancements, and support for Office 365 (Email, TEAMs, SharePoint, OneDrive, etc.)
  • Operates and delivers the Facilities IT support program in tight partnership with corporate real estate. Includes owning IT support for airport stand ups and shutdowns, general facility moves, adds and changes as well as support for special facilities IT projects 
  • Technological scope includes support of various end user platforms and endpoints such as PCs, MACs, mobile phones, tablets, two-way radios, some voice and video, and acts as local hands and feet for to network, infrastructure, and applications in some locations.
  • Works with branch executives and business senior executives and stakeholders to gather requirements (Voice of the Customer) and regularly update on priorities and initiatives.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. 
  • Collaborate with Business Partners to identify customer satisfaction levels (e.g. net promoter score, customer satisfaction score) and ongoing areas for improvement
  • Manage vendor relationships with external partners to ensure daily end user services and project activities are delivered according to Air Canada standards. Provide operational oversight for partner delivery of Service Desk and Desktop Support/ IT Site Support Services where applicable. 
  • Provide guidance and roadmaps for enterprise end user hardware/software standards globally


  • 10+ years of IT technology service delivery, people leadership and strategy experience in a large company
  • Very Strong Knowledge and Proven Results and Experience leading complex Global enterprise scale IT Support Service Delivery Programs
  • Extensive experience with ServiceDesk, Desktop, Executive Care and IT General Support
  • Track record of driving large scale service improvements and transformation, in the area of IT Support delivery, in a enterprise level multi-vendor supported environment
  • Experience in an executive level position, comfortable having business friendly discussions with executives within the organization
  • Vendor / Third Party Management including contract negotiations
  • Highly effective communication / presentation skills
  • Strong results driven orientation, driving to deadlines, financial targets, service level commitments, and overall accountability
  • Very strong understanding of the end user technology environment with multi-OS platforms (Windows, OSX, Mobile, O365, Conferencing solutions)
  • Experience managing teams, in a virtual setting a plus
  • Working knowledge of infrastructure components (LAN\WAN\Wi-Fi)
  • Extensive background in supporting and managing effective voice\video solutions
  • Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments, excellent time management and prioritization skills.
  • Good understanding of project management techniques, methodologies and best practices
  • ITIL, Six Sigma or Agile development experience is an asset 
  • Ability to work in a international, 24/7/365 environment requiring off hours availability as needed
  • Ability to travel as required by the job - ~ 25%
  • Adaptability and Flexibility - The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions
  • Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things and ability to maintain self-control in the face of hostility
  • Accountability and Credibility - Takes responsibility for the results and future direction of the organization. Demonstrated concern that one be perceived as responsible, reliable, and trustworthy
  • Customer Orientation – Strong desire of satisfying customers needs
  • Results Orientation - Focusing on the desired end-result of one’s own or one’s unit's work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them
  • Fostering Motivation - The ability to generate positive work-related behavior through inspiration, creation of reasonable autonomy, providing feedback and explaining the significance of the role in the larger scheme of things
  • Developing Others - Willingness to delegate responsibility and to work with others and coach them to develop their capabilities
  • Managerial Courage - Willingness to make difficult decisions in a timely manner
  • Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies
  • Analytical Thinking - Approaching a problem by using a logical, systematic, data-based approach 
  • Interpersonal Effectiveness - The ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others
  • University degree/technical certification, and relevant experience commensurate to the role
  • Mandatory Covid-19 Vaccination Required as of October 31st 2021
Conditions of Employment:
  • Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibly of the candidates applying for this position.
Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates. 

Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.