Director, Technology Operations

Beem Credit Union: Banking for every journey

Beem is redefining what it means to be a credit union. With 80 years of cooperative history and a bold vision for the future weve united to create a financial partner that offers both digital ease and people-first service.

Our mission is clear:financial wellness for all.We help British Columbians achieve their goals through personalized advice innovative technology and genuine human connection.

As one of BCs largest credit unions we serve over200000 membersacross66 brancheswith$18 billion in assets under administration.

If youre passionate about making a difference and want to join a team that values collaboration innovation and purpose join us on the journey.

Learn more:

What this role is all about:

The Director Technology Operations provides strategic and operational leadership for end-user technology services encompassing the Service Desk and Workspace management. This role is accountable for the reliable efficient and quality of technology support across the enterprise enabling workforce productivity and delivering a consistent secure employee technology experience. As a people-first leader the Director drives service excellence operational performance and continuous improvement across incident management endpoint operations and collaboration technologies. The role works closely with Infrastructure Security Digital and People & Culture leaders to align operational services with organizational priorities.

While we welcome applicants from across Canada preference will be given to candidates located in British Columbia.

Whatyoulldo:

Operational Leadership

• Provide strategic and day-to-day leadership for the Service Desk and Workspace Management teams setting clear performance expectations and service delivery standards.
• Develop andmaintainan operational roadmap that aligns team activities with organizational goals and evolving workforce needs.
• Foster a customer-centric support culture grounded in accountability responsiveness and continuous improvement.
• Own the end-user technology operational model including team structure escalation paths and coverage models for in-office and remote environments.

Service Desk Operations

• Ensuringtimely effective resolution of incidents and service requests.
• Enforce ITIL-aligned service management processes including:
  • Incident Management and Major Incident Coordination
  • Request Fulfillment and Problem Management
• Monitor and actively manage Service Desk KPIs and SLAs including first-call resolution ticket resolution times customer satisfaction (CSAT) and service availability.
• Ensure escalation processes are clearly defined practiced and continuously refined across IT teams.
• Drive a knowledge management and self-service strategy to reduce ticket volume and improve resolution.

Workspace & End-User Technology Management

• Oversee the full lifecycle of end-user technology including laptops desktops mobile devices meeting room technology ATMs TCRs printers and endpoint management platforms.
• Ensure standardized secure and reliable technology experiences across all office and remote work environments.
• Drive endpoint compliance including patching cadence software deployment standards and device configuration baselines.
• Lead modernization initiatives related to workplace technology andthe digitalemployee
• Maintain asset management practices including inventory accuracy refresh planning and decommission processes.

Employee Technology Experience & Service Improvement

• Champion initiatives that measurably improvethe employeetechnology experience and operational efficiency.
• Analyze operational data ticket trends and employee feedback toidentifyservice improvement opportunities.
• Build andmaintainoperational dashboards and metrics to inform data-driven decisions.
• Lead the development and adoption of self-service tools automation and knowledge management capabilities.

Incident & Operational Management

• Provide leadership during high-impact incidents affecting employee productivity or enterprise collaboration platforms.
• Ensure operational teamsmaintaineffective incident response procedures andtimelystakeholder communications during outages.
• Lead root cause analysis anddrivepermanent remediation of recurring operational issues.
• Maintain operational readiness for after-hourssupport escalation coverage and major incident

Security Compliance & Governance

• Partner with Information Security to ensure endpoint and end-user servicescomply withorganizational security standards.
• Maintain operational compliance across endpoint security standards software lifecycle controls asset management policies and audit requirements.
• Support audit activities and lead remediation efforts related to operational technologies and end-user services.

Operational Tooling & Automation

• Oversee and continuously improve operational platforms including ITSM systems (ManageEngine) endpoint management tools (Intune SCCM) remote support solutions and collaboration platforms (Teams).
• Identifyand implement automation and workflow optimization opportunities to reduce manual effort and improve service consistency.
• Evaluate and recommend tooling investments that improve operational maturity and end-user

Vendor & Financial Management

• Manage budgets related to end-user computing support services and workplace technologies ensuring cost-effective lifecycle management.
• Oversee vendor relationships contracts hardware standards and support agreements.
• Participate in technology evaluations and operational procurement decisions balancing cost quality and strategic fit.

People Leadership & Team Development

• Lead mentor and develop operational managers and their teams building a culture of accountability collaboration and service excellence.
• Define team structure roles and coverage modelsappropriate foroperational demand and organizational scale.
• Build succession plans support career growth and promote continuous learning across operational teams.
• Drive employee engagement and recognition within theteams.

Whatyoullbring:

• Bachelors degree in information technology computer science business or equivalent experience
• 10 years of progressive IT operations or support experienceincluding inenterprise environments.
• 5 years of leadership experience directly managing Service Desk and/or Workspace Operations teams
• Demonstrated ability to lead through change manage operational complexity and deliver measurable service improvements.

Technical Knowledge

• Strong working knowledge of IT Service Management principles and ITIL-aligned processes.
• Hands-on familiarity with enterprise endpoint management platforms (Intune SCCM) and ITSM tools (ManageEngine Jira).
• Experience with Microsoft 365 suite and Teams as enterprise collaboration and operations platforms.
• Understanding ofendpoint security software lifecycle management and compliance requirements.
• Familiarity with operational reporting monitoring tools and support analytics.

Total Rewards:

Our total rewards approach reflects Beems values celebrating success investing in your growth and supporting you at work and in life.

At Beem we are BOLD and Always Welcoming and our values are at the forefront of everything we do!

• Build Together: You are a team player who thrives on collaboration sparks ideas and fosters inclusivity.
• Own It: You are ready to take charge drive change and deliver outstanding results.
• Lead with Agility: You are a dynamic adaptable thinker who thrives on challenge and innovation.
• Driven by Curiosity: You are eager to explore learn and shape the future.

Ready to join

Visit us at learn more about whatitslike to work for Beem Credit Union!Wesincerely thankall applicants for their interest; however only shortlisted candidates will be contacted for an interview.

We at Beem Credit Union are committed to ensuring inclusive employment practices and an accessible business environment for our employees. We do not discriminate based on any protected attribute covered by the Human Rights Code and encourage allqualiïedcandidates to apply. We are committed to a fair andequitablehiring process for all candidates. All applications are reviewed by a member of our team.

Beem Credit Union serves communities across many traditional Territories and Treaty areas in British Columbia. We are grateful to live and work on this land and are committed to reconciliation decolonization and building strong connected relationships.

Required Experience:

Director