Team Lead,End User Computing Analyst Job Toronto area,North York Ontario Canada,IT/Tech

Location: North York

About Apotex Inc.

Apotex is a Canadian-based global health company. We improve everyday access to affordable, innovative medicines and health products for millions of people worldwide, with a broad portfolio of generic, biosimilar, innovative branded pharmaceuticals and consumer health products. Headquartered in Toronto, with regional offices globally, including in the United States, Mexico and India, we are the largest Canadian-based pharmaceutical company and a health partner of choice for the Americas for pharmaceutical licensing and product acquisitions.

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Job Summary

The End User Computing team performs 2nd and 3rd level support to our corporate end users’ computing devices and virtual desktop infrastructure. The Team Leader is responsible for managing the performance of direct reports, workload and priorities, and will ensure staffing /skill levels are maintained throughout operational hours. The Team Leader also assists in providing 2nd and 3rd level support when required.

Drives to create a positive team environment based on mutual trust and respect. Lead, engage, think strategically. The Team Leader will also drive continuous improvement in the end user experience

Job Responsibilities

Leads and supervises the End User Computing Analysts ensuring processes, procedure and policies are followed in the handling of all tickets type.

Manages team work assignments and prioritization and ensures staffing and skill levels are maintained throughout operational hours;

Demonstrates ownership and personal accountability for overall performance of team; ensuring departmental objectives and obligations are achieved

Deals with and/or responds positively to complaints and sometimes negative and emotional behaviour from customers and direct reports

Utilizes highly analytical skills to identify process inefficiencies and root causes of issues to determine courses of action

To perform the duties of Problem Manager/coordinator to coordinate investigation into the root cause, identifying workarounds and following up for permanent resolution. This may include Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors

Provides an experienced level of input in the creation and review of technical documentation such as Knowledge Articles, and recommends amendments to the I.T. operating process, policies, procedure and technical standards;

Plans, implements and oversees small Initiative/projects related to the Global Information Services. Participates in cross functional project teams as required;

Liaises with line managers, and senior specialists relative to the development, amendment, and operation of information technology systems;

Encourages and coaches direct reports to contribute knowledge to the Knowledge Management System and acts as an adviser to business and IT personnel on knowledge management matters

Expected to offer process/work improvement ideas as well as present steps and guidelines in achieving any improvement ideas;

Serves in a technical role providing guidance to other team members and other employees/managers within GIS;

Develops and maintain metrics/score card and reporting for the End User Computing Team at the group and individual level.

Perform the duties of Computing Analyst when required;

Must be able to work flexible hours, 24 x7, when necessary

Participate and lead performance conversations with employees, including monthly one on ones, to connect on performance; check in on employee’s progress toward achieving Objectives, offer support and remove barriers; and, communicate and revisit performance expectations to reinforce and encourage high performance culture and a safe working environment for all employees.

Utilize open, honest, two-way communication to build trust-based relationships with employees, business partners and direct leader while continuously improving leadership capabilities by personally seeking feedback and development.

Create a culture which values trust and provides the opportunity for Employee development and growth in pursuit of our purpose and demonstrating our core Values – Collaboration,…


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Team Lead, End User Computing Analyst