Manager, End User Operations

Job Description

Job Description

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.

Are you passionate about delivering exceptional IT support experiences and leading high-performing teams? As Manager, End User Operations , you’ll be at the heart of our technology support strategy - guiding a skilled Level 3 support team across multiple locations. You’ll be the go-to expert for our branches and support centre, ensuring seamless service delivery, vendor coordination, and compliance. Whether it’s supporting a new office buildout, leading a tech upgrade, or enhancing our service quality, you’ll collaborate with internal and external partners to make it happen. With ownership of budget oversight and a focus on customer satisfaction, you’ll play a key role in shaping how our people experience technology every day.

What will you be doing?

• Leads the IT end-user operations team, ensuring timely ticket resolution, effective escalation, and high user satisfaction.
• Delivers exceptional white-glove support to executive leadership, exceeding expectations in responsiveness and issue resolution.
• Continuously enhances the field support model and implements scalable processes to improve service delivery and the end-user experience.
• Designs and leads enterprise-wide computer deployment initiatives, ensuring seamless rollout, configuration, and user onboarding.
• Monitors and reports on vendor and partner performance against KPIs and SLAs, driving accountability and service quality.
• Analyzes SLA and KPI trends to identify improvement opportunities and implements initiatives that enhance operational performance.
• Collaborates with IT support staff to balance workloads, share knowledge, and accelerate issue resolution.
• Builds and mentors a high-performing team of IT support experts, fostering professional development and a culture of service excellence.
• Partners with IT leadership to define and enforce standardized support policies, processes, and SLAs aligned with business goals.
• Presents key initiatives and performance metrics at monthly and quarterly operations meetings with business stakeholders.
• Manages vendor relationships and contract resources to ensure comprehensive support coverage and operational efficiency.
• Oversees implementation of physical security solutions across the organization to protect assets and infrastructure.
• Defines and maintains daily operational workflows and escalation procedures for efficient incident management.
• Coordinates with internal and external teams to resolve IT issues through remote, phone, and in-person support.
• Ensures accurate issue logging and resolution tracking in ITSM tools, while maintaining a robust knowledge base.
• Establishes proactive monitoring and feedback mechanisms to continuously refine support processes and align with evolving business needs.

What experience do you have?

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.

$126,500.00 – $143,750.00 CAD ( includes base salary and bonus)

We’re committed to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role.

At goeasy, we believe transparency fosters trust — and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success.

Should your total compensation expectations fall above the posted range, we still encourage you to apply. If selected for an interview, you’ll have the opportunity to discuss this with our recruitment team, as there may be flexibility based on your background and overall fit. Total compensation includes base salary and bonus.

This posting is for an existing vacancy within our team.

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 :

Health and Lifestyle :

Employee Perks :

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.

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