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.

What you'll do:

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 and maintain an 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

• Ensuring timely, 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 and the digital employee
• Maintain asset management practices, including inventory accuracy, refresh planning, and decommission processes.

Employee Technology Experience & Service Improvement

• Champion initiatives that measurably improve the employee technology experience and operational efficiency.
• Analyze operational data, ticket trends, and employee feedback to identify service improvement opportunities.
• Build and maintain operational 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 teams maintain effective incident response procedures and timely stakeholder communications during outages.
• Lead root cause analysis and drive permanent remediation of recurring operational issues.
• Maintain operational readiness for after-hours support, escalation coverage, and major incident

Security, Compliance & Governance

• Partner with Information Security to ensure endpoint and end-user services comply with organizational 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).
• Identify and 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 models appropriate for operational demand and organizational scale.
• Build succession plans, support career growth, and promote continuous learning across operational teams.
• Drive employee engagement and recognition within the teams.

What you'll bring:

• Bachelor's degree in information technology, computer science, business, or equivalent experience
• 10+ years of progressive IT operations or support experience, including in enterprise 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 of endpoint security, software lifecycle management, and compliance requirements.
• Familiarity with operational reporting, monitoring tools, and support analytics.

Total Rewards:

Our total rewards approach reflects Beem's values - celebrating success, investing in your growth, and supporting you at work and in life.

• Compensation: Annual salary range of $151,100 - $188,900, with pay based on your skills and experience, and performance bonuses tied to shared goals
• Health & Wellness: Extended health coverage (including mental health support), dental care, and disability coverage
• Time Away: Vacation and personal days to rest, recharge, and manage life outside of work
• Retirement & Financial Well-being: Generous RRSP contributions, in-house financial advice, and flexible options to add your own contributions
• Beem Member Perks: Free banking accounts, special mortgage and lending rates, and preferred financial perks