Manager, Technology Workplace Services

About the role

Manager, Technology Workplace Services

EQ Bank is seeking a Manager, Technology Workplace Services to join our operations team in Toronto. This is a full-time position with a compensation range of $133,610.00 to $167,010.00 annually. In this role, you will oversee the operational delivery of technology workplace services for a national financial institution.

The Function

The Manager, Technology Workplace Services is accountable for the end-to-end operation of the bank's end user support services. You will manage the intake, triage, and resolution of all service requests and incidents, ensuring issues are handled efficiently with minimal impact on the business. Adherence to EQ Bank values and regulatory expectations is central to this position.

A core component of this role is the development and implementation of standard operating procedures. These procedures are designed to streamline processes and create a seamless experience for all internal stakeholders. You will analyze patterns in incident reports and service requests to identify systemic issues and drive improvements that prevent future disruptions.

This position includes direct responsibility for people management. You will lead a team of Technologists, overseeing their recruiting, training, and professional development. Providing continuous coaching and knowledge transfer is a key function, ensuring that front-line staff are equipped to deliver high-level support. You will also manage internship programs, offering structured experiences to cultivate future technologists.

The Manager will play a critical role in goal alignment across the organization. You will translate leadership objectives into clear targets for your team, managing performance cycles and providing prompt feedback. This ensures that individual contributions support the broader goals of the bank.

Risk management is integral to this role. You will operate in accordance with the Bank's Risk Appetite Framework, actively supporting compliance management and operational risk controls. This includes ensuring awareness, effective measurement, and mitigation of risks. You will apply the Commitment Loop principles, responding to incidents and applying necessary compensating controls to uphold service commitments.

Service excellence is a primary focus. As a first line of defense, you will champion the security of endpoints while preserving a smooth user journey. This involves working closely with technology partners to keep endpoints secure and compliant with bank standards. You will safeguard member privacy and data while defending security expectations for all computing environments.

The Candidate Profile

To succeed in this position, you must bring 3 to 5 years of experience in workplace services. Hands-on familiarity with ServiceNow is required, along with proven ability to manage incident and service request cases. A deep understanding of risk appetite, operational risk frameworks, and compliance management is essential.

You must be comfortable managing teams, including experience in recruiting, training, and ongoing coaching. The ability to translate strategic goals into actionable plans for your team is a critical competency. You must also uphold the EQ Bank values of integrity and privacy in all interactions.

Preferred Qualifications

Experience within a financial institution or a challenger bank setting is a nice to have for this role. A strong foundation in the specified skills and tools is mandatory. These include Microsoft System Center, Active Directory, Microsoft Intune, and an Endpoint Protection Platform. You will utilize tools such as ServiceNow, Microsoft System Center, Active Directory, Microsoft Intune, Qualys, and BigFix.

Your expertise will extend to areas such as Windows 10 and Windows 11, Microsoft 365, Jira, and Agile methodologies. Knowledge of Information Security, Privacy by Design, Data Governance, and Risk Management is required. You will apply practices in Change Management, Incident Management, Problem Management, and Request Fulfillment.

Core competencies include Continuous Improvement, Knowledge Management, Vendor Management, People Management, Coaching, and Mentoring. You will apply skills in Conflict Resolution, Escalation Management, Root Cause Analysis, SLA Management, and KPI Reporting. Experience with Goal Cascading, Target Setting, and Commitment Loop principles is essential for success in this position.

What you'll do

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