Manager, End User Operations

Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome togoeasy Atgoeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades such asWaterstone Canada’s Most Admired Corporate Cultures,Canada’s Top Growing Companies, and theTSX30, highlighting us as one ofthe top performers on the TSX. We’re also thrilled to be named aGreater Toronto Top Employerand proudly certified as aGreat Place to Work®.These honors reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward. As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing througheasyhome,easyfinancial, andLendCare. If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you Join us, and together, let's create a future of financial empowerment. Are you passionate about delivering exceptional IT support experiences and leading high-performing teams? As Manager, End User Operations, you’ll be at the heart of our technology support strategy - guiding a skilled Level 3 support team across multiple locations. You’ll 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 buildout, leading a tech upgrade, or enhancing our service quality, you’ll collaborate with internal and external partners to make it happen. With ownership of budget oversight and a focus on customer satisfaction, you’ll play a key role in shaping how our people experience technology every day. What will you be doing? 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. What experience do you have? 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 (, 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. We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office. Internal Applicants: please apply through the link and provide written endorsement from your current manager.