Manager, Help Desk

**Requisition ID**: 234514

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

The Manager, Help Desk plays a pivotal role in leading and supporting Tangerine’s Help Desk operations. This position is responsible for providing strategic direction, technical expertise, and day-to-day guidance to a team of Help Desk analysts. The Manager ensures the Help Desk delivers high-quality support to both internal and external clients, with a strong focus on continuous improvement and first-point-of-contact issue resolution.

Reporting directly to the Senior Manager, Employee Technology Service Desk, the Manager oversees core Help Desk functions including staff scheduling, shift management, ticket logging, incident analysis, and troubleshooting. The role requires a deep understanding of ITIL best practices, particularly in Incident, Problem, and Knowledge Management, and the ability to operate independently while aligning with enterprise service delivery standards.

**Is this role right for you?**
- Oversee the logging, prioritization, and resolution of incidents at First Point of Contact (FPOC).
- Manage escalations and coordinate with relevant support teams to resolve urgent issues.
- Monitor incident trends, proactively identify and resolve problems, and drive improvements and operational efficiency.
- Respond to audit inquiries and ensure compliance with internal policies, internal controls, and regulatory requirements
- Develop, update, and enforce Help Desk procedures and documentation (e.g., checklists, FAQs, technical notes).
- Prepare and deliver key reports, including executive dashboards and business disruption reports.
- Contribute to and support enhancements in ITSM platforms.
- Identify and implement process improvements and automation opportunities
- Maintain the confidentiality, integrity, and availability of Tangerine’s systems in accordance with corporate policies.
- Provide leadership, coaching, and support to Help Desk staff, including performance management, training, and career development.
- Define and evolve team roles and responsibilities; manage scheduling, shift rosters, and queue management to ensure optimal coverage.
- Conduct regular 1-on-1s, annual reviews, and employee engagement activities.
- Foster a culture of trust, transparency, and collaboration, aligned with Tangerine’s values.
- Build and maintain strong relationships with internal business partners, vendors, and global stakeholders.
- Communicate effectively with business users and management regarding IT changes, incidents, and planned maintenance.
- Ensure effective and efficient operations by embedding Tangerine’s Values and Code of Conduct into day-to-day practices.
- Promote adherence to internal controls, ITIL/ITSM frameworks, and regulatory requirements, while managing operational, compliance, AML/ATF/sanctions, and conduct risks. Foster a risk-aware culture by aligning team activities with the Bank’s risk appetite and ensuring the adequacy and effectiveness of business controls.
- Oversee, maintain, and test the Service Desk’s Business Continuity Plan (BCP) to ensure operational resilience during disruptions, supporting the Bank’s broader commitment to stability and reliability.

**Do you have the skills that will enable you to succeed in this role?**
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Relevant IT service delivery experience, including 2+ years in a leadership role managing distributed teams and complex Service Desk environments.
- 3-5 years of experience in customer service and working within IT environments, including hands-on experience
- 3-5 years of experience working with PC hardware and software.
- Strong communication skills (written and verbal).
- Working understanding of Microsoft technologies (Windows 10/11, Office 365, Exchange, Teams), Mac OS, mobile platforms (iOS/Android), and remote support tools (e.g., Beyond Trust).
- Strong knowledge of the ITIL framework and hands-on experience with enterprise ITSM platforms e.g. Service Now.

**What's in it for you?**
- Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
- Accessibilit