Manager, End User Operations
- Mississauga, ON
- Permanent
- Full-time
- 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.
- A bachelor's degree in Computer Science, Engineering, Business, or a related field (preferred but not mandatory).
- At least 3 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 to support both operational and strategic goals.
- 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 to service.
- Demonstrated expertise in IT Service Management (ITSM) tools and processes (e.g., ServiceNow, Jira Service Management), including tracking, analyzing, and reporting on support trends to drive continuous improvement.
- Solid understanding of patch management, vulnerability remediation, and compliance practices to ensure secure and up-to-date systems.
- 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, including Excel, PowerPoint, SharePoint, OneDrive, and Outlook.
- Leverage our RRSP match and Employee Share Purchase Plan programs.
- Annual bonus that rewards your hard work and dedication.
- Employee discounts on furniture, electronics, and appliances.
- MAT & PAT leave top-up.
- Expand your financial knowledge through engaging Financial Literacy Learning opportunities.
- Enjoy company-paid volunteer days to give back to the community.
- Access 24/7 healthcare with Virtual Doctor Appointments.
- Personalize your benefits with a flexible modular benefits package.
- Stay fit and energized with exclusive access to our on-site private gym at our head office.
- Fuel your growth with the Tuition Assistance Program.
- Double the impact of your generosity with Company Matched Charitable Donations.
- Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
- Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!
At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.Additional Information:
All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants, however we will only be contacting those for interview who possess the skills and qualifications outlined above.Follow useasyfinancialeasyhomeAbout usService ratingPersonal loansLease to own