Eqbank4h ago

New

Manager, Technology Workplace Services

Canada·TorontoFull Timemid

OtherTechnology

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Quick Summary

Key Responsibilities

Manage and adjust shift and work allocation (Calls/IN’s/SR’s from ITSM/Special project) by keeping a close eye on Technologists KPIs – Call volume, IN/SR turnaround, IN/SR volume,

Requirements Summary

1 meetings, just in time mentoring,

Technical Tools

OtherTechnology

Responsibilities

~4 min read

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Manage and adjust shift and work allocation (Calls/IN’s/SR’s from ITSM/Special project) by keeping a close eye on Technologists KPIs – Call volume, IN/SR turnaround, IN/SR volume, Trend Analysis

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Establish Scorecards, KPIs and SLAs, and ensure all Technologists SLAs are on target or exceed target. Implement corrective and preventative actions/improvement plans and risk mitigation when SLA targets are not achieved

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Execute and monitor established controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policies and established processes such as incident/request.

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Streamline our process to ITIL 4 standards, support any process redesign as necessary

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Provide regular coaching and proactive feedback to our Technologists including but not limited to, regular 1:1 meetings, just in time mentoring, regular knowledge transfers

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Promoting EQB value-based behaviours and operating principles

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Walk the floor and be a role model

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Manage and maintain internal and external audit compliance

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Lead and support a 5-day, multiple shift operation

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Lead and manage a team of Technologists, consisting of approximately 10 resources

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Support leadership as required in the technologystrategic planning process

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Responsible for end user satisfaction

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Manage tickets in activity group and work with the ServiceNow COE for continuous improvement and service enhancements

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Provides ongoing mentoring to TWS staff regardless of reporting lines

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Responsible for updating runbooks/SOPs for operational procedures that TWS is accountable for

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Provide structure, direction and process improvement for the group

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Ensure the highest level of customer services to all company employees

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Make recommendations for enhancements or changes to existing standards, guidelines and/or standard operating procedures to deliver quality support more efficiently

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Investigate all recurring and lengthy support issues and make recommendations for improvement

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5+ years of proven progressive experience in technology and/or IT Service Delivery

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2+ years Service Desk and Deskside management

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Post secondary education, preferably in a Technology field or equivalent years of experience

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Solid understanding and practical knowledge of ITIL 4 framework with proven experience in leading change, config, problem and incident management

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Solid experience with Microsoft desktop operating systems and office suites

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Good understanding of current public cloud technologies, preferably in Microsoft Azure

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Experience with Microsoft Teams Townhall

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Ability to understand and execute command line tasks using various technology such as remote Power Shell, Microsoft Flow or Power Automate

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Ability to quickly understand and adapt to changing technology

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Ability to mentor and coach

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Demonstrated leadership

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Working knowledge of how authentication works and Azure Active Directory concepts

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Good understanding of all Microsoft Windows, Desktop operating systems including Windows 10/11 and MacOS

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Good understanding of Office 365, including experience in managing Exchange Online, Sharepoint Online and Teams Admin.

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Good understanding of ITSM software

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Good understanding of Asset Management

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Good understanding of End User hardware technology

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Good understanding of associated peripherals such as smartphones, printers, faxes, scanners, Audio/Video hardware

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Working knowledge of Internet-based technologies and security

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Working knowledge of LAN/WAN/SD networking, routing principals and network equipment

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Good Project Management skills

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Ability to provide time and resourcing estimates for projects requiring End User and Technologists

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Previous experience in supporting the unique needs of remote users and branches

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Previous experience in a financial services environment an asset

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Good business acumen

What we offer [For full-time permanent roles]

💰 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

💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.

Responsible for oversight of all end user devices – desktops, laptops, mobile devices, AV (Audio/Visual) equipment as well as all related software and peripherals

Provide first level support oversight of printers and scanners and escalate issues to second-level team(s) as appropriate

Responsible for the bank’s Hardware asset management life cycle for all end-user devices

Manage computing assets, including purchasing and decommissioning of hardware

Responsible for the bank’s laptop refresh program

Monitor and report on service level metrics and response times on a dashboard, proactively remediate service level issues

Support Incident management and Major incident management, ensuring major incidents are identified quickly and escalated appropriately

Enlists expertise of peers in other functional areas, external professional contacts and a wide range of additional resources to explore new methods and approaches to solve problems

Support overall technology initiatives for all technology teams, participate in elaboration meetings to ensure first-level support items are addressed and accounted for

Ensure Business Recovery objectives are incorporated in any enhancements or additions to the computing environment

Provide support for all move, add and changes of staff and equipment in all regional locations

Provide townhall support and support oversight for company wide events across various business units

Provide support and support oversight for CEO Media Room

Responsible for testing new hardware in collaboration with the modern workplace engineering team

White glove support for Management Committee

Articulate and able to analyze daily/weekly trends and focus on delivering SLA/SLO and provide guidance where appropriate

Deliver dashboard, report, presentation and actionable recommendations for the delivery of TWS services.

Manage and distribute workload and provide strategic process improvement to maintain with the ever-changing business priorities

Manage resource allocations to achieve workload efficiency and personal/professional development

EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally and personally.

We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.

EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

To learn more, visit eqb.investorroom.com and eqbank.ca.