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Toronto, Ontario, Canada
Hybrid
Join a Challenger
At 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 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 incumbant 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 standards.
Managing 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
Establish Scorecards, KPIs and SLAs, 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
Execute and monitor established controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policies and established processes such as incident/request.
Streamline our process to ITIL 4 standards, support any process redesign as necessary
Provide regular coaching and proactive feedback to our Technologists including but not limited to, regular 1:1 meetings, just in time mentoring, regular knowledge transfers
Promoting EQB value-based behaviours and operating principles
Walk the floor and be a role model
Manage and maintain internal and external audit compliance
Managing Technology:
Responsible for oversight of all end user devices – desktops, laptops, mobile devices, AV (Audio/Visual) equipment as well as all related software and peripherals
Provide first level support oversight of printers and scanners and escalate issues to second-level team(s) as appropriate
Responsible for the bank’s Hardware asset management life cycle for all end-user devices
Manage computing assets, including purchasing and decommissioning of hardware
Responsible for the bank’s laptop refresh program
Monitor and report on service level metrics and response times on a dashboard, proactively remediate service level issues
Support Incident management and Major incident management, ensuring major incidents are identified quickly and escalated appropriately
Enlists expertise of peers in other functional areas, external professional contacts and a wide range of additional resources to explore new methods and approaches to solve problems
Support overall technology initiatives for 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 changes of staff and equipment in all regional locations
Provide townhall support and support oversight for company wide events across various business units
Provide support and support oversight for CEO Media Room
Responsible for testing new hardware in collaboration with the modern workplace engineering team
White glove support for Management Committee
Reporting and General Management:
Articulate and able to analyze daily/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 the ever-changing business priorities
Manage resource allocations to achieve workload efficiency and personal/professional development
General Responsibilities:
Lead and support a 5-day, multiple shift operation
Lead and manage a team of Technologists, consisting of approximately 10 resources
Support leadership as required in the technologystrategic planning process
Responsible for end user satisfaction
Manage tickets in activity group and work with the ServiceNow COE for continuous improvement and service enhancements
Provides ongoing mentoring to TWS staff regardless of reporting lines
Responsible for updating runbooks/SOPs for operational procedures that TWS is accountable for
Provide structure, direction and process improvement for the group
Ensure the highest level of customer services to all company employees
Make recommendations for enhancements or changes to existing standards, guidelines and/or standard operating procedures to deliver quality support more efficiently
Investigate all recurring and lengthy support issues and make recommendations for improvement
5+ years of proven progressive experience in technology and/or IT Service Delivery
2+ years Service Desk and Deskside management
Post secondary education, preferably in a Technology field or equivalent years of experience
Solid understanding and practical knowledge of ITIL 4 framework 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 of how authentication works and Azure Active Directory concepts
Good understanding of all Microsoft Windows, Desktop operating systems including Windows 10/11 and MacOS
Good understanding of Office 365, including experience in managing Exchange Online, Sharepoint Online and Teams Admin.
Good understanding of ITSM software
Good understanding of Asset Management
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 and Technologists
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. 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.
