Team Lead, Service Desk & User Access Management

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 honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies.  These honours 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.

As the Team Lead, Service Desk & User Access Management, you will be responsible for providing day-to-day operational leadership across the Service Desk and User Access Management functions while remaining hands-on with daily activities. This role focuses on queue oversight, workflow coordination, and acting as an escalation point for complex end-user support and access-related issues, ensuring services are delivered in line with defined Service Level Agreements (SLAs), security controls, and audit requirements.

Working closely with End User Operations, End User Technology, Identity & Access Management, HR, business stakeholders, and external partners, you will support incident and request management, identity lifecycle processes, and continuous service improvements through reporting, process refinement, and operational discipline. This position reports to the Senior Manager, End User Services.

What will you be doing?

• Lead, coach, and support Service Desk and User Access Management analysts to ensure consistent service delivery.
• Lead automation and self-service enablement efforts (e.g., workflow optimization, knowledge base improvements, and identity lifecycle automation) from discovery through implementation and adoption.
• Partner with End User Technology, IAM, and ITSM platform owners to improve tooling, integrations, and reporting that reduce manual effort, improve data quality, and increase resolution speed.
• Oversee daily Service Desk and Access Management queues, including prioritization, assignment, escalation, and follow up.
• Act as an escalation point for complex end user support issues and access requests.
• Manage core user access activities, including onboarding, offboarding, transfers, and role changes.
• Ensure access is provisioned and removed accurately, on time, and in line with least-privilege principles.
• Partner with HR, IAM, and IT teams to support employee lifecycle changes.
• Ensure tickets and access requests meet defined SLAs and documentation standards.
• Support audits by ensuring access records are accurate and access reviews are completed on schedule.
• Monitor operational metrics and provide basic reporting on ticket volumes, turnaround times, and access activity.
• Identify recurring issues and support continuous improvement through documentation, process tweaks, and knowledge‑base updates.
• Coordinate coverage schedules and ensure adequate Service Desk support during business hours.
• Help reinforce consistent processes and serve as a point of contact for day-to-day questions from the team.

What experience do you have?

• 4–5+ years of experience in Service Desk, IT Operations, or User Access Management.
• Prior experience leading, mentoring, or acting as a senior/lead on a Service Desk or access team.
• Strong hands-on experience with user provisioning and deprovisioning.
• Working knowledge of Active Directory, Microsoft 365, and MFA tools (e.g., OKTA).
• Familiarity with ITSM tools (Freshservice or similar) and ticket-based workflows.
• Understanding of SLAs, queue management, and operational reporting.

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.

Why should you work for goeasy?

In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer:

Financial Benefits:

• RRSP matching and Employee Share Purchase Plan programs.
• Annual bonus that rewards your hard work and dedication.
• Employee discounts on furniture, electronics, and appliances.
• MAT & PAT leave top-up.
• Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health and Lifestyle:

• Enjoy company-paid volunteer days to give back to the community.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a flexible modular benefits package.
• Stay fit and energized with exclusive access to our on-site private gym at our head office.

Employee Perks:

• Fuel your growth with the Tuition Assistance Program.
• Double the impact of your generosity with Company Matched Charitable Donations.
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
• Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!

Diversity, Inclusion, and Equal Opportunity Employment:

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.  

Additional Information: 

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.