Manager, Technology Workplace Services
Job Location:
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Join a Challenger
At EQ were 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.
Weve been at this since 1970 challenging the conventions of traditional banking with smarter faster and more connected financial experiences.
Whats 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 youre driven to help reshape how banking works for Canadians and the businesses that power our economy this could be your next big opportunity.
We cant wait to get to know you!
The ManagerTechnology WorkplaceServices isresponsible forthe operational aspect of runningTechnology Workplace Services.
The primary responsibilitiesof this roleinclude the operation ofthe banks end user supportservices;overseeing intake triageincident(IN)&service request (SR)de-escalationresolution and reporting of all issues in a timely manner withminimalbusiness impactwhilst adhering to EQB values. In addition they will develop and institutestandard operating proceduresto continuously streamlinethe banksprocessesfor aseamless experienceinall end user support engagements.
This role includes the responsibility of people management.The incumbent willmanagea team of Technologists including recruiting training coaching as well as investing in EQ Banks future by offering Internship experiences to future Technologists.Continuous knowledge transferwhile providing ongoingcoaching and guidancetofront-line staff isexpectedby the incumbentfor all areas within Technology Workplace Services.
TheManagerwillparticipate in the cascading of goals from leadership to staffcoaching and ensuringtarget settingiscontinuously managed whileproviding prompt feedbacktoensure thegrowthofallTechnology Workplace Services staff.
TheManagerTechnology Workplace Serviceswill manage responsibilities in a matter consistent with the BanksRisk Appetite Framework; actively support regulatory compliance management and the Banks approach to compliance management. As per the Banks 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.
Asa key first line of defense for our end userscomputing needs service excellence is a key focus for this role.Theincumbantwill continue to move boththeservicing andthe endusers computing experience to the next level whileworking with technology partners inkeeping endpoints secure and in compliance with the Banks standards.
Managing Technologists:
Manage and adjust shift and work allocation (Calls/INs/SRs from ITSM/Special project) by keeping a close eye on Technologists KPIs Call volumeIN/SR turnaroundIN/SR volume Trend Analysis
EstablishScorecardsKPIs andSLAsand 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:
Responsibleforoversight ofallend user devicesdesktops laptops mobile devices AV(Audio/Visual) equipmentas well as all related software and peripherals
Provide first level supportoversightof printersandscannersand escalate issues to second-level team(s) as appropriate
Responsible for the banksHardware asset management life cyclefor all end-user devices
Manage computing assets including purchasing and decommissioning of hardware
Responsible forthe bankslaptop 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
Reportingand 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 existingstandardsguidelinesand/orstandard operatingprocedures todeliverquality support more efficiently
Investigate allrecurring and lengthysupport issues and makerecommendations for improvement
5 years of proven progressive experience intechnology and/orIT Service Delivery
2yearsServiceDeskandDesksidemanagement
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 WindowsDesktop operating systems including Windows 10/11and MacOS
Good understanding ofOffice 365 including experience in managing Exchange OnlineSharepointOnline 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 networkingrouting 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
Equity Diversity & Inclusion
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. Were equally committed to supporting your growth both professionally and personally.
We provide a barrierfree 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 countrys seventh-largest Schedule I bank by assets which operates EQ Bank Canadas 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 and .
Required Experience:
Manager
About Company
At Equitable Bank, we specialize in providing branchless financial services that meet the unique needs of all Canadians. Our range of mortgages, savings accounts and investment options are designed to offer the right solutions to match any unique circumstance.
