Manager, Help Desk
Manager, Help Desk
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Requisition ID: 234514
Tangerine is Canadas leading direct bank. We offer flexible and accessible banking options innovative products and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities and that includes our own internal community. Its important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.
The Manager Help Desk plays a pivotal role in leading and supporting Tangerines Help Desk operations. This position is responsible for providing strategic direction technical expertise and day-to-day guidance to a team of Help Desk analysts. The Manager ensures the Help Desk delivers high-quality support to both internal and external clients with a strong focus on continuous improvement and first-point-of-contact issue resolution.
Reporting directly to the Senior Manager Employee Technology Service Desk the Manager oversees core Help Desk functions including staff scheduling shift management ticket logging incident analysis and troubleshooting. The role requires a deep understanding of ITIL best practices particularly in Incident Problem and Knowledge Management and the ability to operate independently while aligning with enterprise service delivery standards.
Is this role right for you
Oversee the logging prioritization and resolution of incidents at First Point of Contact (FPOC).
Manage escalations and coordinate with relevant support teams to resolve urgent issues.
Monitor incident trends proactively identify and resolve problems and drive improvements and operational efficiency.
Respond to audit inquiries and ensure compliance with internal policies internal controls and regulatory requirements
Develop update and enforce Help Desk procedures and documentation (e.g. checklists FAQs technical notes).
Prepare and deliver key reports including executive dashboards and business disruption reports.
Contribute to and support enhancements in ITSM platforms.
Identify and implement process improvements and automation opportunities
Maintain the confidentiality integrity and availability of Tangerines systems in accordance with corporate policies.
Provide leadership coaching and support to Help Desk staff including performance management training and career development.
Define and evolve team roles and responsibilities; manage scheduling shift rosters and queue management to ensure optimal coverage.
Conduct regular 1-on-1s annual reviews and employee engagement activities.
Foster a culture of trust transparency and collaboration aligned with Tangerines values.
Build and maintain strong relationships with internal business partners vendors and global stakeholders.
Communicate effectively with business users and management regarding IT changes incidents and planned maintenance.
Serve as a subject matter expert and trusted advisor on Help Desk operations and digital support strategies
Ensure effective and efficient operations by embedding Tangerines Values and Code of Conduct into day-to-day practices.
Promote adherence to internal controls ITIL/ITSM frameworks and regulatory requirements while managing operational compliance AML/ATF/sanctions and conduct risks. Foster a risk-aware culture by aligning team activities with the Banks risk appetite and ensuring the adequacy and effectiveness of business controls.
Oversee maintain and test the Service Desks Business Continuity Plan (BCP) to ensure operational resilience during disruptions supporting the Banks broader commitment to stability and reliability.
Do you have the skills that will enable you to succeed in this role
Bachelors degree in computer science Information Technology or a related field.
Relevant IT service delivery experience including 2 years in a leadership role managing distributed teams and complex Service Desk environments.
35 years of experience in customer service and working within IT environments including hands-on experience
3-5 years of experience working with PC hardware and software.
Strong communication skills (written and verbal).
Working understanding of Microsoft technologies (Windows 10/11 Office 365 Exchange Teams) Mac OS mobile platforms (iOS/Android) and remote support tools (e.g. Beyond Trust).
Strong knowledge of the ITIL framework and hands-on experience with enterprise ITSM platforms e.g. Service Now.
Whats in it for you
Diversity Equity Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential respected for who they are and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities ethnicity race age ability & veterans.
Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
Upskilling through online courses cross-functional development opportunities and tuition assistance.
Competitive Rewards program including bonus flexible vacation personal sick days and benefits will start on day one.
Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons contests cooking with friends Humans of Digital and much more!
Location(s): Canada : Ontario : Toronto
At Tangerine we value the unique skills and experiences each individual brings to the team and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process please let our Recruitment team know.
Required Experience:
Manager
Employment Type
Full Time
