IT Operations Manager

Get ready to goeasy! goeasy Ltd. is one of Canada’s fastest growing and exciting businesses. We operate two lines of business including easyhome which is the largest merchandise lease to own company in Canada offering top quality, brand name household furnishings, appliances and home electronics to consumers under weekly or monthly leasing agreements. Under our easyfinancial banner, we are a leading provider of financial products and services, including unsecured consumer loans, mortgages, prepaid cards and credit repair products that cater to underserved Canadians that do not have access to products and services from traditional financial institutions. Collectively operating under the goeasy Ltd. umbrella, the organization is publicly traded on the Toronto Stock Exchange with revenue of approximately $300 million per year, over 300 retail locations across Canada and 1600 employees.

Reporting directly to the Head of Infrastructure, the IT Operations Manager is responsible for managing all IT related inventory, assets, procurement, and leading our technical support team (help desk) to provide excellent customer service and resolve all technical issues. 

The candidate we are looking for is someone who exhibits a high sense of urgency while focusing on quality outcomes. You have a solid technical background combined with customer service experience, with a problem-solving attitude and the ability to motivate team members locally and at remote locations to achieve specific goals.

What makes you shine will be your strength with documenting processes and procedures and the ability to build these from scratch.

Main Job Tasks and Responsibilities

• Establish and implement the hardware policy including standards, lifecycle management, asset management, depreciation, etc…
• Act as a technical coach to the help desk and desktop engineering team.
• Implement and manage support processes for all end user computing devices.
• Ability to build productive working relationships with vendors and to create a win/win culture for both goeasy and its partner network.
• Optimize the help desk team and create a customer first culture that is focused on customer satisfaction
• Act as an escalation point for all user support needs.
• Establish key relationships with sponsors and business owners to help elevate the role of IT internally within the organization.
• Set specific and measurable customer service standards and metrics to ensure service is provided in a timely and accurate manner
• Contribute to improving customer support by actively responding to queries and handling escalations
• Establish a best in class support process that encompasses level 1, 2 and 3 including documentation and training of staff.
• Establish Service Level Agreements with internal user community that ensures the highest level of responsiveness possible.
• Develop daily, weekly and monthly reports on the help desk team’s productivity, identify trends and continuously optimize support process to contribute to the high customer satisfaction
• Provide customer feedback to the appropriate internal teams, like product developers
• Develop your immediate team for growth opportunities within the larger IT department
• Operate as back up to the Incident Manager
• Other duties as assigned.

Education and Experience

• A minimum of 8 years’ experience in IT working with multiple internal stakeholders.
• A minimum of 3 years’ experience managing a support team.
• Experience developing and/or improving IT processes and procedures.
• Excellent written and verbal communication and the ability to convey technical messages to non-technical audience

Inclusion and Equal Opportunity Employment

goeasy is an equal opportunity employer. In addition, goeasy is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada.   Please let us know if you require an accommodation due to a disability 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.

Why should you work for goeasy?

To learn more about our great company please click the links below:

https://www.youtube.com/watch?v=0KqktwVltck&feature=youtu.be/?utm_source=GoEasy&utm_medium=InternalRef&utm_campaign=GoEasyBodyCareersVideo

http://goeasy.com/careers/

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