Manager MAI Transition Support

ABOUT US

At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

The Manager of MAI Transition Support will oversee the daily operations of the transition support team, ensuring that all technical issues are resolved promptly and efficiently. The manager will lead a team of support analysts and technicians, provide guidance and training, and work closely with other IT teams to deliver support that enhance productivity and streamline workflows. This position requires strong leadership skills, exceptional problem-solving abilities, and a deep understanding of IT infrastructure, M&A projects, and support best practices.

Key Responsibilities:

• Leadership & Team Management:
  • Supervise, mentor, and motivate a team of IT support analysts, ensuring optimal performance and customer satisfaction.
  • Conduct regular team meetings, performance reviews, and provide continuous feedback to support staff.
  • Ensure effective resource allocation, scheduling, and workload management to maintain service levels.
  • Develop and implement team training programs to improve technical skills and customer service.
• Service Desk Operations:
  • Oversee day-to-day operations of the MAI transition support team, ensuring timely resolution of all technical issues raised by employees.
  • Monitor and manage incident management processes, ensuring issues are prioritized and escalated as needed.
  • Maintain up-to-date knowledge of internal systems, software, and tools to provide accurate support.
  • Analyze and report on support desk performance metrics, identifying areas for improvement.
• Incident & Problem Management:
  • Ensure the proper handling of escalated support tickets, complex technical issues, and user complaints.
  • Work with other IT teams to diagnose and resolve recurring or complex system problems.
  • Identify trends in support requests and develop long-term solutions to prevent recurring issues.
• Collaboration:
  • Collaborate with IT teams (end user computing, network, security, infrastructure) to improve overall IT service delivery.
  • Work with department heads to understand technology needs and ensure alignment between IT support and business operations.
• Customer Satisfaction & Communication:
  • Ensure high levels of customer satisfaction through prompt, courteous, and efficient issue resolution.
  • Develop and implement user satisfaction surveys to gather feedback and continuously improve the service desk experience.
  • Act as the primary point of contact for key stakeholders regarding MAI support services.
• Documentation & Reporting:
  • Develop and maintain comprehensive documentation for troubleshooting, system configurations, and service desk processes.
  • Provide regular updates to senior management on key performance indicators (KPIs), incident resolution times, and team achievements.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• At least 5 years of experience in an IT support role, with 2+ years of leadership or managerial experience.
• Strong knowledge of IT service management frameworks, such as ITIL, and experience with incident, problem, and change management processes.
• Experience with support desk software, ticketing systems (e.g., ServiceNow, Zendesk, Jira), and remote support tools.
• Proven ability to lead and motivate a team, manage performance, and develop staff.
• Excellent communication and interpersonal skills, with the ability to interact with both technical and non-technical users.
• Strong troubleshooting, analytical, and problem-solving skills.
• Familiarity with common operating systems (Windows, macOS, Mobile, Networking) and enterprise software applications.
• Knowledge of networking, cloud technologies, and cybersecurity best practices is a plus.

Preferred Skills & Experience:

• IT certifications (CompTIA A+, ITIL, Microsoft Certified Professional, etc.) are a plus.
• Experience in a large enterprise environment or a fast-paced, high-demand support setting.
• Ability to manage multiple priorities and maintain a calm, professional demeanor under pressure.

Although hybrid to a local HUB office is desirable, we are open to remote candidates.

JOIN OUR TEAM

Do you believe in the power of innovation, collaboration, and transformation?  Do you thrive in a supportive and client focused work environment?  Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization?  When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.

The expected salary range for this position is $90,000 to $100,000 CAD and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level.  If you believe that your qualifications and experience surpass the minimum requirements for this role, we encourage you to submit your application. By doing so, we will be able to keep your application on file for consideration for potential future positions within our organization. HUB International is proud to offer comprehensive benefit and total compensation packages which could include extended health benefits, disability insurance, RRSP matching, paid-time-off benefits, and eligible bonuses, and commissions for some positions.