Manager& End User Operations

Company Overview

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 are 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, the TSX‑30, and have been 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.

As Manager, End User Operations, you will be at the heart of our technology support strategy, guiding a skilled IT‑support team across multiple locations. You will 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 build‑out, leading a tech upgrade, or enhancing our service quality, you will collaborate with internal and external partners to make it happen.

• Lead the IT end‑user operations team, ensuring timely ticket resolution, effective escalation, and high user satisfaction.
• Deliver exceptional white‑glove support to executive leadership.
• Continuously enhance the field support model and implement scalable processes to improve service delivery.
• Design and lead enterprise‑wide computer deployment initiatives, ensuring seamless rollout, configuration, and user onboarding.
• Monitor and report on vendor and partner performance against KPIs and SLAs.
• Analyze SLA and KPI trends to identify improvement opportunities and implement initiatives that enhance operational performance.
• Collaborate with IT support staff to balance workloads, share knowledge, and accelerate issue resolution.
• Build and mentor a high‑performing team of IT support experts, fostering professional development.
• Partner with IT leadership to define and enforce standardized support policies, processes, and SLAs aligned with business goals.
• Present key initiatives and performance metrics at monthly and quarterly operations meetings with stakeholders.
• Manage vendor relationships and contract resources to ensure comprehensive support coverage and operational efficiency.
• Oversee implementation of physical security solutions across the organization.
• Define and maintain daily operational workflows and escalation procedures for efficient incident management.
• Coordinate with internal and external teams to resolve IT issues via remote, phone, and in‑person support.
• Ensure accurate issue logging and resolution tracking in ITSM tools, while maintaining a robust knowledge base.
• Establish proactive monitoring and feedback mechanisms to continuously refine support processes.

• A bachelor’s degree in Computer Science, Engineering, Business, or a related field (preferred but not mandatory).
• At least three years of IT management experience, ideally in multi‑site or geographically dispersed environments.
• Proven ability to manage OPEX and CAPEX budgets, including planning, forecasting, and cost control.
• Strong leadership and interpersonal skills, with a track record of building high‑performing teams, influencing stakeholders, and fostering cross‑functional collaboration.
• Experience supporting executive and C‑suite stakeholders with professionalism, discretion, and a white‑glove approach.
• Demonstrated expertise in IT Service Management (ITSM) tools and processes (e.g., Service Desk Plus , Service Now, Jira Service Management).
• Solid understanding of patch management, vulnerability remediation, and compliance practices.
• Broad technical knowledge across computer hardware, Microsoft 365, Windows OS, and enterprise desktop software.
• Familiarity with network topologies (LAN/WAN/VPN), protocols, and enterprise network infrastructure.
• Ability to remain calm and solution‑focused in high‑pressure situations, thriving in collaborative and fast‑paced environments.
• Willingness to provide event support and hands‑on assistance when needed.
• Advanced proficiency in Microsoft Office applications (Excel, PowerPoint, SharePoint, One Drive,…