Manager, Technology Workplace Services

About the role

The Manager, Technology Workplace Services leads the operational delivery of end‑user support for EQ Bank. You will be responsible for ensuring timely incident resolution, maintaining service quality, and driving continuous improvement across all workplace technology services.

Key responsibilities

• Oversee end‑user support operations, including intake, triage, incident (IN) and service request (SR) resolution with minimal business impact.
• Develop, document and maintain standard operating procedures aligned with ITIL 4 standards.
• Lead a team of approximately 10 technologists, managing shift schedules, KPI monitoring, coaching and performance management.
• Ensure compliance with regulatory, operational risk and audit requirements.
• Manage hardware asset lifecycle, laptop refresh program, AV equipment and peripheral support.
• Monitor service‑level metrics, produce dashboards and implement corrective actions when SLAs are not met.
• Support major incident management, business recovery planning and escalation processes.
• Coordinate move‑add‑change activities across regional sites and provide technology support for corporate events.

Required profile

• Proven experience managing an end‑user support team in a banking or financial services environment.
• Strong people‑management skills, including recruiting, training, coaching and performance feedback.
• Ability to translate leadership goals into operational targets and drive continuous improvement.
• Familiarity with risk appetite, operational risk frameworks and regulatory compliance.

Required skills

• IT Service Management (ITSM) platforms, preferably ServiceNow.
• ITIL 4 process design and implementation.
• Hardware asset management and laptop refresh program administration.
• Incident and major‑incident management procedures.
• Support for desktops, laptops, mobile devices, printers, scanners and AV equipment.