The Core Responsibilities! Managing Technologists: Manage and adjust shift and work allocation (Calls/INs/SRs from ITSM/Special project) by keeping a close eye on Technologists KPIs Call volume,IN/SR turnaround,IN/SR volume, Trend Analysis Establish

Scorecards,KPIs andSLAs,and ensure all Technologists SLAs are on target or exceed target.

Implement corrective and preventative actions/improvement plans and risk mitigation when SLA targets are not achieved Executeand monitorestablished controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policiesand establishedprocessessuch as incident/request.

Streamline our process to ITIL4standards, support any process redesign as necessary Provideregular coaching andproactive feedback to our

Technologists including but not limited to, regular1:1meetings, just in time mentoring, regular knowledge transfers Promoting EQBvalue-basedbehavioursandoperating principles Walk the floorand be a role model Manage and maintaininternal and externalaudit compliance Managing Technology: Responsibleforoversight ofallend user devicesdesktops, laptops, mobile devices, AV(Audio/Visual) equipmentas well as all related software and peripherals Provide first level supportoversightof printersandscannersand escalate issues to second-level team(s) as appropriate Responsible for the banks

Hardware asset management life cyclefor all end-user devices Manage computing assets, including purchasing and decommissioning of hardware Responsible forthe bankslaptop refresh program Monitorand report onservice level metrics and response timeson a dashboard, proactively remediate service level issues Support Incident management and

Major incident management, ensuringmajor incidents are identified quickly and escalated appropriately Enlists expertise of peers in otherfunctional areas, external professional contactsand a wide range of additional resources to explore new methods and approaches to solve problems Support overall technology initiativesfor all technology teams, participate in elaboration meetings to ensure first-level support items are addressed and accounted for Ensure Business Recovery objectives are incorporated in any enhancements or additions to the computing environment Provide support for all move, add and changesof staff and equipmentin allregionallocations Provide townhall supportand support oversightforcompany wideevents across various business units Provide supportand support oversightfor CEO Media Room Responsible for testing new hardware in collaboration withthemodern workplace engineeringteam White glove support for Management Committee Reportingand General Management: Articulate and able to analyzedaily/weekly trends and focus on delivering SLA/SLO and provide guidance where appropriate Deliver dashboard, report,



presentation and actionable recommendations for the delivery of TWS services.

Manage and distribute workload and provide strategic process improvement to maintain with theever-changingbusiness priorities Manage resource allocations to achieve workload efficiency and personal/professional development General Responsibilities: Leadand support a5-day, multiple shift operation Lead and manage a team of Technologists, consisting of approximately10resources Support leadershipas required in thetechnologystrategicplanning process Responsible forend usersatisfaction Managetickets in activity group andworkwith the Service

Now COE for continuous improvement and service enhancements Provides ongoingmentoringto TWS staff regardless of reporting lines Responsible for updating runbooks/SOPsfor operational procedures thatTWS is accountable for Provide structure, direction and process improvementfor the group Ensure the highest level of customer services to all company employees Make recommendations for enhancements or changes to existingstandards,guidelinesand/orstandard operatingprocedures todeliverquality support more efficiently Investigate allrecurring and lengthysupport issues and makerecommendations for improvement Let''s Talk About You! 5+ years of proven progressive experience intechnology and/orIT Service Delivery 2+years

Service

Deskand

Desksidemanagement Post secondary education, preferablyina

Technology fieldor equivalent years of experience Solidunderstanding and practical knowledge of ITIL4framework with proven experience in leading change, config, problem and incident management Solid experience with Microsoft desktop operating systems and office suites Good understanding of current public cloud technologies, preferably in Microsoft Azure Experience with Microsoft Teams Townhall Ability to understand and execute command line tasks using various technology such as remote Power Shell, Microsoft Flow or Power Automate Ability to quickly understand and adapt to changing technology Ability to mentor and coach Demonstrated leadership Working knowledge ofhow authentication worksand

Azure

Active Directory concepts Good understanding of all

Microsoft Windows,Desktop operating systems including Windows 10/11and MacOS Good understanding of

Office 365, including experience in managing Exchange Online,Sharepoint

Online and Teams Admin.





Good understanding of ITSMsoftware Good understanding of

Asset

Management Good understanding of End User hardware technology Good understanding of associated peripherals such as smartphones, printers, faxes, scanners, Audio/Video hardware Working knowledge of Internet-based technologies and security Working knowledge of LAN/WAN/SD networking,routing principals and network equipment Good Project Management skills Ability to provide time and resourcing estimates for projects requiring End User and

Technologists Previous experience in supporting the unique needs of remote users and branches Previous experience in a financial services environment an asset Good business acumen What we offer [For full-time permanent roles] Competitive discretionary bonus Market leading RRSP match program Medical, dental, vision, life, and disability benefits Employee Share Purchase Plan Maternity/Parental top-up while you care for your little one Generous vacation policy and personal days Virtual events to connect with your fellow colleagues Professional development and comprehensive Career Development program A fulfilling prospect to join one of the top Fin

Techs and help create a new kind of banking experience The incumbent will be working hybrid and in office time will be spent working from EQ Banks additional office space located at 2200-25 Ontario Street, Toronto, ON .

Equity, Diversity & Inclusion EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported.

We believe our organization is stronger and our people thrive when we honour and celebrate diverse experiences, identities, and perspectives.

Were equally committed to supporting your growth, both professionally and personally.

We provide a barrierfree recruitment process and work environment.

If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position.

All AI-enabled outputs are reviewed and validated by our talent team.

All candidates considered for hire must successfully complete a criminal background check and credit check.

While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role. EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country''s seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada''s Challenger Bank. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

To learn more, visit and .

📌 Manager, Technology Workplace Services (Toronto)
🏢 Equitable Bank
📍 Toronto