The WorkThe 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.
The Core Responsibilities!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
Let's Talk About You!- 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
- 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
What we offer [For full-time permanent roles]Competitive discretionary bonus
Market leading RRSP match program
🩺 Medical, dental, vision, life, and disability benefits
📝 Employee Share Purchase Plan
Maternity/Parental top-up while you care for your little one
Generous vacation policy and personal days
Virtual events to connect with your fellow colleagues
Professional development and comprehensive Career Development program
A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from EQ Bank's additional office space located at
2200-25 Ontario Street, Toronto, ON.
