Manager, Technology Workplace Services

Join a ChallengerAt EQ, we’re remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.
We’ve been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.
What’s kept us moving? The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.
If you’re driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.
We can’t wait to get to know you!
The WorkThe Manager, Technology Workplace Services is responsible for the operational aspect of running Technology Workplace Services.
The primary responsibilities of this role include the operation of the bank’s end user support services;
overseeing intake, triage, incident (IN) & service request (SR) de-escalation, resolution and reporting of all issues in a timely manner with minimal business impact whilst adhering to EQB values. In addition, they will develop and institute standard operating procedures to continuously streamline the bank’s processes for a seamless experience in all end user support engagements.
This role includes the responsibility of people management. The incumbent will manage a team of Technologists, including recruiting, training, coaching, as well as investing in EQ Bank’s future by offering Internship experiences to future Technologists. Continuous knowledge transfer while providing ongoing coaching and guidance to front‑line staff is expected by the incumbent for all areas within Technology Workplace Services.
The Manager will participate in the cascading of goals from leadership to staff, coaching and ensuring target setting is continuously managed while providing prompt feedback to ensure the growth of all Technology Workplace Services staff.
The Manager, Technology Workplace Services will manage responsibilities in a matter consistent with the Bank’s Risk Appetite Framework;
actively support regulatory compliance management and the Bank’s approach to compliance management. As per the Bank’s Operational Risk Framework, ensuring awareness, effective measurement, mitigation, monitoring and regular reporting of Operational Risks;
effectively responding and applying necessary compensating controls to fulfill commitments using the Commitment Loop principles.
As a key first line of defense for our end user’s computing needs, service excellence is a key focus for this role. The incumbent will continue to move both the servicing and the end user’s computing experience to the next level, while working with technology partners in keeping endpoints secure and in compliance with the Bank’s standard s.
The Core ResponsibilitiesManaging Technologists:
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
EstablishScorecards,KPIs andSLAs,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
Executeand monitorestablished controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policiesand establishedprocessessuch as incident/request.
Streamline our process to ITIL4standards, support any process redesign as necessary
Provideregular coaching andproactive feedback to ourTechnologists including but not limited to, regular1:1meetings, just in time mentoring, regular knowledge transfers
Promoting EQBvalue-basedbehavioursandoperating principles
Walk the floorand be a role model
Manage and maintaininternal and externalaudit compliance
Managing Technology:
Responsibleforoversightofallend user devices–desktops, laptops, mobile devices, AV(Audio/Visual) equipmentas well as all related software and peripherals
Provide first level supportoversightof printersandscannersand elevate issues to second-level team(s) as appropriate
Responsible for the bank’sHardware asset management life cyclefor all end-user devices
Manage computing assets, including purchasing and decommissioning of hardware
Responsible forthe bank’slaptop refresh program
Monitorand report onservice level metrics and response timeson a dashboard, proactively remediate service level issues
Support Incident management andMajor incident management, ensuringmajor incidents are identified quickly and escalated appropriately
Enlists expertise of peers in otherfunctional areas, external professional contactsand a wide range of additional resources to explore new methods and approaches to solve problems
Support overall technology initiativesfor 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 changesof staff and equipmentin allregionallocations
Provide townhall supportand support oversightforcompany wideevents across various business units
Provide supportand support oversightfor CEO Media Room
Responsible for testing new hardware in collaboration withthemodern workplace engineeringteam
White glove support for Management Committee
Reporting and General Management:
Articulate and able to analyzedaily/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 theever-changingbusiness priorities
Manage resource allocations to achieve workload efficiency and personal/professional development
General Responsibilities:
Leadand support a5-day, multiple shift operation
Lead and manage a team of Technologists, consisting of approximately10resources
Support leadershipas required in thetechnologystrategicplanning process
Responsible forend usersatisfaction
Managetickets in activity group andworkwith the ServiceNow COE for continuous improvement and service enhancements
Provides ongoingmentoringto TWS staff regardless of reporting lines
Responsible for updating runbooks/SOPsfor operational procedures thatTWS is accountable for
Provide structure, direction and process improvementfor the group
Ensure the highest level of customer services to all company employees
Make recommendations for enhancements or changes to existingstandards,guidelinesand/orstandard operatingprocedures todeliverquality support more efficiently
Investigate allrecurring and lengthysupport issues and makerecommendations for improvement
Let’s Talk About You!
5+ years of proven progressive experience intechnology and/orIT Service Delivery
2+yearsServiceDeskandDesksidemanagement
Post secondary education, preferablyinaTechnology fieldor equivalent years of experience
Solidunderstanding and practical knowledge of ITIL4framework with proven experience in leading change, config, problem and incident management
Solid experience with Microsoft desktop operating systems and office suites
Good understanding of current public cloud technologies, preferably in Microsoft Azure
Experience with Microsoft Teams Townhall
Ability to understand and execute command line tasks using various technology such as remote Power Shell, Microsoft Flow or Power Automate
Ability to quickly understand and adapt to changing technology
Ability to mentor and coach
Demonstrated leadership
Working knowledge ofhow authentication worksandAzureActive Directory concepts
Good understanding of allMicrosoft Windows,Desktop operating systems including Windows 10/11and MacOS
Good understanding ofOffice 365, including experience in managing Exchange Online,SharepointOnline and Teams Admin.
Good understanding of ITSMsoftware
Good understanding ofAssetManagement
Good understanding of End User hardware technology
Good understanding of associated peripherals such as smartphones, printers, faxes, scanners, Audio/Video hardware
Working knowledge of Internet-based technologies and security
Working knowledge of LAN/WAN/SD networking,routing principals and network equipment
Good Project Management skills
Ability to provide time and resourcing estimates for projects requiring End User andTechnologists
Previous experience in supporting the unique needs of remote users and branches
Previous experience in a financial services environment an asset
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.
Equity, Diversity & InclusionEQ 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.
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