Manager, Technology Workplace Services

Job description

**Join a Challenger**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 Work*** 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 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