Manager, End User Operations

Join one of Canada’s fastest-growing companies and be part of something extraordinary - welcome to **goeasy** At **goeasy**, 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 as **Waterstone Canada’s Most Admired Corporate Cultures**, **Canada’s Top Growing Companies**, and the **TSX30**, highlighting us as one of **the top performers on the TSX**. We’re also thrilled to be named a **Greater Toronto Top Employer** and proudly certified as a **Great 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 through **easyhome**, **easyfinancial**, and **LendCare**.

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 (e.g., ServiceNow, Jira Service Management), including tracking, analyzing, and reporting on support trends to drive continuous improvement.
- Solid