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Added 5 mins ago
Staff Software Developer, iOS - Connected TV
CNN
Ottawa, ON · Kanata, ON
Full-time
Hands-on experience with mobile DevOps CI/CD tools and implementing best practices, including automation of code signing tools and automated tests. Preferred familiarity with Jenkins, Git,…
Added 5 mins ago
Growth & Product Specialist
YNCU
Kitchener, ON
$83,000 to $90,000 USD / year
Full-time
…performance marketing, product positioning, and advanced data-driven…
Added 5 mins ago
206437 - Program manager
Orion Innovation
Mississauga, ON
Full-time
Job Title: Senior Project Manager / Program Manager
Added 21 mins ago
206437 - Program manager
Orion Innovation
Toronto, ON
Job Title: Senior Project Manager / Program Manager
Added 21 mins ago
Software Engineer II (SDET)
TD
Toronto, ON
Full-time
…engineering related architecture designs associated with a program or…
Added 21 mins ago
Senior Associate, Finance Data Analytics & Insights - SLC Management
SLC Management
Toronto, ON · Sun Life Toronto One York
Full-time
Automation and GenAI - Identify and implement opportunities to automate and streamline finance data operations end-to-end, including the application of GenAI-based approaches such as a…
Added 21 mins ago
Senior Associate, Finance Data Analytics & Insights - SLC Management
Sun Life
Toronto, ON · Sun Life Toronto One York
Full-time
Automation and GenAI - Identify and implement opportunities to automate and streamline finance data operations end-to-end, including the application of GenAI-based approaches such as a…
Added 21 mins ago
Building Operator
ISS
Coquitlam, BC
$30 to $45 CAD / hour
…and disability insurance, as well as a comprehensive leave program based on employment status. The hourly pay range for this position is C$30 per hour - C$45 per hour…
Added 35 mins ago
Lead Electrician
Eclipse Automation
Cambridge, ON
Full-time
Eclipse Automation delivers cutting-edge custom automated manufacturing solutions across multiple industries. We combine advanced automation expertise with digital innovation to create…
Added 35 mins ago
Demand Generation Manager
MAVAN
Toronto, ON
Contract
We are looking for a Demand Generation Manager to develop the strategy and architect our program - from awareness to nurture, activation, and upsell. You'll partner with an agency to manage…
Added 36 mins ago
Manager, Portfolio Analytics & Insights
Scotiabank
Toronto, ON
The Manager, Portfolio Analytics & Insights is responsible for delivering high-quality portfolio monitoring, analytics, and insights for the Unsecured Lending portfolio.
Added 36 mins ago
Solution Integration Manager
KPMG
Vancouver, BC · Halifax, NS · Calgary, AB · ON · Toronto, Ontario
Full-time
We are seeking a Solution Integration Manager to help shape major client opportunities by bringing together business, technology, delivery, and leadership teams to develop integrated,…
Added 36 mins ago
Technical Program Management Analyst, Launch Program 2027 – Vancouver - Canada
Mastercard
Vancouver, BC
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-Work independently or support another TPM (Technical Program Manager) in the planning, execution, and delivery of technology, product, and customer success initiatives from inception…
Added 36 mins ago
Building Operator
JLL
Toronto, ON
Full-time
Reporting to: Operations Manager Business Line: Property & Asset Management (PAM), JLL Canada
Added 36 mins ago
Personal Lines Account Manager, Retail
HUB International
Leamington, ON
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Join HUB as an Account Manager, Personal Lines Insurance
Added 36 mins ago
Commercial Lines Account Manager, SME
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Toronto, ON
Full-time
HUB continues to grow and is seeking a dynamic Commercial Lines Account Manager, SME. In this role, you will manage an assigned book of business and ensure client satisfaction. This is an…
Added 51 mins ago
Home Support Worker (Housekeeping) - Toronto
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Toronto, ON
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Comprehensive benefits package including Group RRSP, Retirement Savings Program, extended medical and dental coverage
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Intermediate Energy Efficiency Engineer – Buildings
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Review building automation system sequences and operating strategies and develop recommendations to improve equipment scheduling, setpoints, reset strategies, ventilation, temperature…
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Senior Energy Efficiency Engineer – Buildings
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Review building automation system sequences and operating strategies and develop recommendations to improve equipment scheduling, setpoints, reset strategies, ventilation, temperature…
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Electrical Apprentice – Technical Representative
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At Team Power Solutions (TPS), we are an industry leader in Power, Automation & Controls, delivering innovative solutions across engineering, manufacturing, electrical services,…
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Senior Manager, Talent Acquisition
Allegis Global Solutions
Mississauga, ON
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As the Senior Manager, Talent Acquisition, North America & EMEA, you’ll lead the teams responsible for attracting and hiring talent across two of our largest and most diverse regions. But…
Added 1 hour ago
Security Program Manager
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$100,000 to $120,000 CAD / year
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Added 1 hour ago
Building Automation Technician
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Program controllers, prepare servers, and create graphical user interfaces for automation systems.
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Marketing Operations Manager
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$120,000 CAD / year
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We are looking for a Marketing Operations Manager to join the Lyft Business marketing team in Toronto. This person owns campaign deployment inside our marketing systems, taking requests…
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Production Control Analyst - EDP Operations Technician 3
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First Canadian Financial Group

Manager, End User Services

Sherwood Park, AB, T8A 3X6, Canada

Job type: Full-time
Experience: Minimum of 5 years of experience in end-user support, service desk, or IT operations, including at least 2 years in a team lead or people-management role, is required.
Posting language: English
Posted: Sep 29, 2026

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Original job description

First Canadian is a national organization and we are experiencing unprecedented growth!

We aim to hire bright, hard-working people who share our values. We seek employees who are committed to learning, career growth, and opportunity. We take pride in being an organization that our employees support long-term. We believe in our employees and celebrate their success by asking for employee opinions and feedback so that we continue to be a Great Place to Work.

We award our team with the following:

Off work 1 hour early on Fridays.
Earned Time-Off Program and vacation.
Group Retirement Savings Plan with employer match.
On-site gym including free weekly classes with a qualified trainer.
Newly renovated facility with ergonomic desks/chairs.
Educational assistance and career development.
Employee benefits.
Health and Wellness spending account.
Employee Assistance Program (EAP).
Employee discount programs.
A Culture Team dedicated to diversity, inclusion, and employee programs.
Employee recognition and appreciation events.

Check out our company page for all the information on why we believe First Canadian is an employer of choice!

If you are motivated to succeed by helping people, then this is the opportunity for you!

Under the direction of the Director, Information Technology and Security, the Manager, End User Services will lead the team that supports workplace technology across the organization. Based in Sherwood Park, you will oversee the service desk, employee devices, and Microsoft 365 support while building a responsive, secure, and consistent support experience. This is a people leadership role. You will develop the team, set service standards, manage workload and coverage, and work closely with Infrastructure and Security and business stakeholders.

Essential Responsibilities:

End User Support & Service Desk

Lead the service desk and end-user support function, ensuring timely, high-quality resolution of incidents and requests.
Set and manage service levels, response and resolution targets, support queues, and escalation paths.
Oversee workspace support for laptops, desktops, peripherals, and mobile devices, including provisioning, imaging, and lifecycle management.
Improve the end-user experience through proactive support, knowledge articles, and self-service.
Ensure support processes follow security, access, and compliance requirements.

Microsoft 365 & Workplace Technology

Administer and support the Microsoft 365 environment, including Teams, SharePoint, Exchange and email, and OneDrive.
Manage identities, licensing, mailboxes, groups, and collaboration workspaces in line with security and governance standards.
Standardize and secure endpoint configuration and device management, including modern endpoint tooling.
Support onboarding, offboarding, and access changes for staff in coordination with the security team.

Service Management & Continuous Improvement

Establish and maintain service management practices for incident, request, and problem management, with clear documentation.
Track support metrics and user satisfaction, and drive continuous improvement.
Introduce automation and self-service to improve support efficiency and consistency.
Participate in and coordinate rotational after-hours, weekend, and statutory-holiday emergency support coverage.

Leadership

Build, lead, and develop a high-performing End User Services team, managing performance, workload, and coverage.
Foster a service-oriented, accountable, and continuously improving support culture.
Coach and mentor team members and support their capability growth.
Establish strong working relationships across IT & Security, the business, and vendors.
Other duties as assigned.

Qualifications:

Post-secondary education in Information Technology, Computer Science, or a related field is required.
Minimum of 5 years of experience in end-user support, service desk, or IT operations, including at least 2 years in a team lead or people-management role, is required.
Strong knowledge of Windows desktop and laptop support, Mac support, endpoint management, and workplace technology is required.
Hands-on experience administering Microsoft 365 (Teams, SharePoint, Exchange and email, OneDrive) is required.
Experience with modern endpoint management and device tooling, such as Microsoft Intune, is required.
Strong understanding of IT service management practices for incident, request, and problem management is required.
Experience managing service levels, support queues, and escalation is required.
Proven people-leadership ability to build and develop a support team and drive a service culture is required.
ITIL certification and Microsoft 365 certifications are considered an asset.
Experience in financial services, insurance, or another regulated industry is considered an asset.
Ability to work a rotational on-call schedule, including weekend and statutory-holiday emergency support, is required.
Strong communication, organizational, and stakeholder management skills are required.
Fluent in English with proven competencies in verbal and written communication is required.
Fluent in French with proven competencies in verbal and written communication is considered an asset.
Successful completion of a credit check, criminal background check, education verification, and employment reference checks is required before employment.

Thank you for considering our organization.

If you are bilingual there will be a French and English assessment as a part of the recruitment process.

We are an equal opportunities employer and welcome applications from all suitably qualified persons. Accommodations are available upon request.

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More about this job

Responsibilities

The Manager, End User Services will lead the service desk and workplace technology team to ensure high-quality support and consistent service delivery. This role involves managing Microsoft 365 environments, overseeing device lifecycle management, and fostering a culture of continuous improvement and professional development.

Requirements

Candidates must have at least 5 years of experience in IT operations with a minimum of 2 years in a leadership capacity. A post-secondary education in IT or Computer Science is required, along with strong technical proficiency in Microsoft 365 and modern endpoint management.

Skills

Service desk management
Microsoft 365 administration
Endpoint management
IT service management
People leadership
Incident management
Problem management
Team development
Stakeholder management
ITIL
Microsoft Intune
SharePoint
Teams
Exchange
Device lifecycle management
Communication

Benefits

Earned Time-Off Program
Vacation
Group Retirement Savings Plan
On-site gym
Educational assistance
Career development
Employee benefits
Health and Wellness spending account
Employee Assistance Program
Employee discount programs
Employee recognition events

Visa sponsorship

Not detected in the job text

Keywords

Information Technology
Service Desk
Microsoft 365
Teams
SharePoint
Exchange
OneDrive
Microsoft Intune
ITIL
Endpoint Management
Incident Management
Problem Management
Infrastructure
Security
Governance
Lifecycle Management
Automation
Financial Services
Insurance
People Leadership
Windows
Mac
Hardware Support
Compliance
Service Levels
Stakeholder Management
Technical Support
On-call
Mentorship
Performance Management

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