Manager& End User Operations

Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome to goeasy! At goeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades such as Waterstone Canada’s Most Admired Corporate Cultures, Canada’s Top Growing Companies, and the TSX
30, highlighting us as one of the top performers on the TSX. We’re also honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies.  These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.

As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome, easyfinancial, and Lend Care.

If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you! Join us, and together, let's create a future of financial empowerment.

Are you passionate about delivering exceptional IT support experiences and leading high-performing teams? As Manager, End User Operations, you’ll be at the heart of our technology support strategy - guiding a skilled IT support team across multiple locations. You’ll be the go-to expert for our branches and support centre, ensuring seamless service delivery, vendor coordination, and compliance. Whether it’s supporting a new office buildout, leading a tech upgrade, or enhancing our service quality, you’ll collaborate with internal and external partners to make it happen.

With ownership of budget oversight and a focus on customer satisfaction, you’ll play a key role in shaping how our people experience technology every day.

What will you be doing?

• Leads the IT end-user operations team, ensuring timely ticket resolution, effective escalation, and high user satisfaction.
• Delivers exceptional white-glove support to executive leadership, exceeding expectations in responsiveness and issue resolution.
• Continuously enhances the field support model and implements scalable processes to improve service delivery and the end-user experience.
• Designs and leads enterprise-wide computer deployment initiatives, ensuring seamless rollout, configuration, and user onboarding.
• Monitors and reports on vendor and partner performance against KPIs and SLAs, driving accountability and service quality.
• Analyzes SLA and KPI trends to identify improvement opportunities and implements initiatives that enhance operational performance.
• Collaborates with IT support staff to balance workloads, share knowledge, and accelerate issue resolution.
• Builds and mentors a high-performing team of IT support experts, fostering professional development and a culture of service excellence.
• Partners with IT leadership to define and enforce standardized support policies, processes, and SLAs aligned with business goals.
• Presents key initiatives and performance metrics at monthly and quarterly operations meetings with business stakeholders.
• Manages vendor relationships and contract resources to ensure comprehensive support coverage and operational efficiency.
• Oversees implementation of physical security solutions across the organization to protect assets and infrastructure.
• Defines and maintains daily operational workflows and escalation procedures for efficient incident management.
• Coordinates with internal and external teams to resolve IT issues through remote, phone, and in-person support.
• Ensures accurate issue logging and resolution tracking in ITSM tools, while maintaining a robust knowledge base.
• Establishes proactive monitoring and feedback mechanisms to continuously refine support processes and align with evolving business needs.

What experience do you have?

• A bachelor’s degree in Computer Science, Engineering,…