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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
Requirements
- 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
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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