Operations / General Manager - Remote

We’ve earned prestigious accolades such as  Waterstone Canada’s Most Admired Corporate Cultures ,  Canada’s Top Growing Companies , and the  TSX30 , highlighting us as one of the top performers on the TSX. We’re also honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams , and included on TIME Magazine’s 2025 list of Canada’s Best Companies .  These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.

As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. As Manager, End User Operations , you’ll be at the heart of our technology support strategy - guiding a skilled IT support team across multiple locations. Whether it’s supporting a new office buildout, leading a tech upgrade, or enhancing our service quality, you’ll collaborate with internal and external partners to make it happen. With ownership of budget oversight and a focus on customer satisfaction, you’ll play a key role in shaping how our people experience technology every day.

Continuously enhances the field support model and implements scalable processes to improve service delivery and the end-user experience.

Designs and leads enterprise-wide computer deployment initiatives, ensuring seamless rollout, configuration, and user onboarding.

Monitors and reports on vendor and partner performance against KPIs and SLAs, driving accountability and service quality.

Analyzes SLA and KPI trends to identify improvement opportunities and implements initiatives that enhance operational performance.

Partners with IT leadership to define and enforce standardized support policies, processes, and SLAs aligned with business goals.

Presents key initiatives and performance metrics at monthly and quarterly operations meetings with business stakeholders.

Manages vendor relationships and contract resources to ensure comprehensive support coverage and operational efficiency.

Oversees implementation of physical security solutions across the organization to protect assets and infrastructure.

Defines and maintains daily operational workflows and escalation procedures for efficient incident management.

Coordinates with internal and external teams to resolve IT issues through remote, phone, and in-person support.

Establishes proactive monitoring and feedback mechanisms to continuously refine support processes and align with evolving business needs.

A bachelor’s degree in Computer Science, Engineering, Business, or a related field (preferred but not mandatory).

At least 3 years of IT management experience, ideally in multi-site or geographically dispersed environments.

Proven ability to manage OPEX and CAPEX budgets, including planning, forecasting, and cost control to support both operational and strategic goals.

Strong leadership and interpersonal skills, with a track record of building high-performing teams, influencing stakeholders, and fostering cross-functional collaboration.

Demonstrated expertise in IT Service Management (ITSM) tools and processes (e.g., ServiceNow, Jira Service Management), including tracking, analyzing, and reporting on support trends to drive continuous improvement.

Solid understanding of patch management, vulnerability remediation, and compliance practices to ensure secure and up-to-date systems.

Broad technical knowledge across computer hardware, Microsoft 365, Windows OS, and enterprise desktop software.

Familiarity with network topologies (LAN/WAN/VPN), protocols, and enterprise network infrastructure.

Advanced proficiency in Microsoft Office applications, including Excel, PowerPoint, SharePoint, OneDrive, and Outlook.

We offer a Flexible Work Program that provides the ability to work three days onsite per week from our Mississauga office; however, this role will require a greater onsite presence to support business needs.

126,500.00 – $138,000.00 CAD ( includes base salary and bonus)

Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role.

At goeasy, we believe transparency fosters trust — and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success.

Total compensation includes base salary and bonus.

Annual bonus that rewards your hard work and dedication.

Employee discounts on furniture, electronics, and appliances.

Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Enjoy company-paid volunteer days to give back to the community.

Access 24/7 healthcare with Virtual Doctor Appointments.

Personalize your benefits with a flexible modular benefits package.

Stay fit and energized with exclusive access to our on-site private gym at our head office.

Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.

Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!

Diversity, Inclusion, and Equal Opportunity Employment :

As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.