Manager, Technology Workplace Services

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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 incumbent 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 standard s.

• 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 andSLAs,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

• Executeand monitor established controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policies and establishedprocessessuch as incident/request.

• Streamline our process to ITIL4standards, support any process redesign as necessary

• Provide regular coaching and proactive feedback to our Technologists including but not limited to, regular1:1meetings, just in time mentoring, regular knowledge transfers

• Promoting EQBvalue-basedbehavioursandoperating principles

• Walk the floorand be a role model

• Manage and maintain internal and external audit compliance

• Responsibleforoversightofallend user devices–desktops, laptops, mobile devices, AV(Audio/Visual) equipment as well as all related software and peripherals

• Provide first level supportoversightof printersandscannersand elevate issues to second-level team(s) as appropriate

• Res…