Manager, End User OperationsWe are looking for an experienced IT leader to manage end‑user operations, ensuring efficient service delivery, vendor coordination, and compliance across multiple locations.ResponsibilitiesLead the IT end‑user operations team, ensuring timely ticket resolution, effective escalation, and high user satisfaction.Deliver exceptional white‑glove support to executive leadership, exceeding expectations in responsiveness and issue resolution.Continuously enhance the field support model and implement scalable processes to improve service delivery and the end‑user experience.Design and lead enterprise‑wide computer deployment initiatives, ensuring seamless rollout, configuration, and user onboarding.Monitor and report on vendor and partner performance against KPIs and SLAs, driving accountability and service quality.Analyze SLA and KPI trends to identify improvement opportunities and implement initiatives that enhance operational performance.Collaborate with IT support staff to balance workloads, share knowledge, and accelerate issue resolution.Build and mentor a high‑performing team of IT support experts, fostering professional development and a culture of service excellence.Partner with IT leadership to define and enforce standardized support policies, processes, and SLAs aligned with business goals.Present key initiatives and performance metrics at monthly and quarterly operations meetings with business stakeholders.Manage vendor relationships and contract resources to ensure comprehensive support coverage and operational efficiency.Oversee implementation of physical security solutions across the organization to protect assets and infrastructure.Define and maintain daily operational workflows and escalation procedures for efficient incident management.Coordinate with internal and external teams to resolve IT issues through remote, phone, and in‑person support.Ensure accurate issue logging and resolution tracking in ITSM tools,



while maintaining a robust knowledge base.Establish proactive monitoring and feedback mechanisms to continuously refine support processes and align with evolving business needs.Experience & QualificationsA bachelor’s degree in Computer Science, Engineering, Business, or a related field (preferred but not mandatory).At least 3 years of IT management experience, ideally in multi‑site or geographically dispersed environments.Proven ability to manage OPEX and CAPEX budgets, including planning, forecasting, and cost control to support both operational and strategic goals.Strong leadership and interpersonal skills, with a track record of building high‑performing teams, influencing stakeholders, and fostering cross‑functional collaboration.Experience supporting executive and C‑suite stakeholders with professionalism, discretion, and a white‑glove approach to service.Demonstrated expertise in IT Service Management (ITSM) tools and processes (e.G., ServiceNow, Jira Service Management), including tracking, analyzing, and reporting on support trends to drive continuous improvement.Solid understanding of patch management, vulnerability remediation, and compliance practices to ensure secure and up‑to‑date systems.Broad technical knowledge across computer hardware, Microsoft 365, Windows OS, and enterprise desktop software.Familiarity with network topologies (LAN/WAN/VPN), protocols, and enterprise network infrastructure.Ability to remain calm and solution‑focused in high‑pressure situations, thriving in collaborative and rapid‑paced environments.Willingness to provide event support and hands‑on assistance when needed.Advanced proficiency in Microsoft Office applications, including Excel, PowerPoint, SharePoint, OneDrive,



and Outlook.Work ArrangementWe offer a Flexible Work Program with the ability to work three days onsite per week from our Mississauga office; however, this role requires a greater onsite presence to support business needs.Salary Range$126,500.00 – $138,000.00 CAD (includes base salary and bonus).BenefitsFinancial 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 OpportunityDiversity, Inclusion, and Equal Chance 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.#J-18808-Ljbffr

📌 Manager, End User Operations (Mississauga) - C$126,500 - C$138,000 A Year (Winnipeg)
🏢 goeasy
📍 Winnipeg