About the role

Technology Workplace Services Manager overseeing end-user support, IT operations, devices, and service delivery for Canadian challenger bank EQ Bank. Managing Technologists, SLAs, compliance, and workplace technology improvements.

Responsibilities

Operate Technology Workplace Services and the bank’s end-user support services
Oversee intake, triage, incident and service-request de-escalation, resolution, and reporting
Develop and implement standard operating procedures to streamline end-user support processes
Manage approximately 10 Technologists, including recruiting, training, coaching, mentoring, and knowledge transfer
Cascade leadership goals, manage target setting, and provide prompt feedback
Support regulatory compliance, operational-risk management, monitoring, reporting, and compensating controls
Oversee end-user devices, software, peripherals, printers, scanners, and hardware asset lifecycle
Manage computing-asset purchasing, decommissioning, and the laptop refresh program
Monitor service-level metrics, dashboards, response times, incidents, and major incidents
Support technology initiatives, business recovery objectives, staff and equipment moves, company-wide events, and CEO Media Room operations
Provide white-glove support for the Management Committee
Deliver dashboards, reports, presentations, and actionable recommendations for Technology Workplace Services
Lead a five-day, multiple-shift operation and manage resource allocation
Manage ServiceNow tickets and support continuous service improvements
Maintain runbooks and SOPs, investigate recurring support issues, and recommend improvements
Ensure high levels of end-user satisfaction and customer service

5+ years of proven progressive experience in technology and/or IT Service Delivery
2+ years of Service Desk and Deskside management experience
Post-secondary education, preferably in a Technology field, or equivalent years of experience
Solid understanding and practical knowledge of the ITIL 4 framework
Proven experience leading change, configuration, problem, and incident management
Solid experience with Microsoft desktop operating systems and Office suites
Understanding of public cloud technologies, preferably Microsoft Azure
Experience with Microsoft Teams Townhall
Ability to execute command-line tasks using remote PowerShell, Microsoft Flow, or Power Automate
Ability to understand and adapt to changing technology
Ability to mentor and coach; demonstrated leadership
Working knowledge of authentication and Azure Active Directory concepts
Understanding of Windows 10/11 and macOS
Understanding of Office 365, including Exchange Online, SharePoint Online, and Teams Admin
Understanding of ITSM software, asset management, end-user hardware, peripherals, internet technologies, and security
Working knowledge of LAN/WAN/SD networking, routing principles, and network equipment
Project management skills
Ability to provide time and resourcing estimates for end-user and Technologist projects
Experience supporting remote users and branches
Previous financial-services experience is an asset
Good business acumen
Successful completion of criminal background and credit checks

Competitive discretionary bonus
Market leading RRSP match program
Medical, dental, vision, life, and disability benefits
Employee Share Purchase Plan
Maternity/Parental top-up while you care for your little one
Generous vacation policy and personal days
Virtual events to connect with your fellow colleagues
Professional development and comprehensive Career Development program
Fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
Barrier-free recruitment process and work environment
Accommodations during recruitment and employment as needed