Job Specifications
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?
A 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 dr
About the Company
goeasy Ltd. is a Canadian company, headquartered in Mississauga, Ontario, that provides non-prime leasing and lending services through its easyhome, easyfinancial and LendCare brands. Supported by over 2,500 employees, the Company offers a wide variety of financial products and services including unsecured and secured instalment loans, merchant financing through a variety of verticals and lease-to-own merchandise. Customers can transact seamlessly through an omni-channel model that includes online and mobile platforms, over ...
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