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Added 7 mins ago
GTM Techno Functional Lead
Avanciers Inc.
Toronto, ON
$120,000 to $130,000 CAD / year
Full-time
Avanciers is a premier IT Staffing/Consulting organization and we are currently recruiting for a contract role for one of our premier client in Canada for GTM Techno Functional Lead.
Added 7 mins ago
Scrum Master - Chef de Livraison (contrat 6+ mois)
DELAN - IT Talent Solutions
Montreal, QC
Contract
We are currently looking for a Scrum Master - Delivery Lead for a 6-month contract with the possibility of being renewed.
Added 7 mins ago
Senior Plant Controls Systems Engineer
AtkinsRéalis
Mississauga, ON
Full-time
Acts as project technical lead, has prime technical and commercial interface with the client and internal engineering and commercial groups on projects of substantial scale and complexity.
Added 7 mins ago
Manager, Business Process Reengineering
Canadian Tire Corporation
Toronto, ON
Full-time
Designing and implementing technology solutions, including emerging technologies such as robotic process automation and generative AI.
Added 7 mins ago
Senior Plant Controls Systems Engineer
AtkinsRéalis
Mississauga, ON
Full-time
Acts as project technical lead, has prime technical and commercial interface with the client and internal engineering and commercial groups on projects of substantial scale and complexity.
Added 7 mins ago
Mainframe QA E2E Test Lead : Toronto ON (Hybrid) : FTE
AceStack
Toronto, ON
Full-time
Client is seeking an experienced Mainframe QA E2E Test Lead to lead end-to-end quality assurance activities across enterprise applications, cloud migration initiatives, and digital…
Added 7 mins ago
Business Systems Analyst
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
$77 to $92 CAD / hour
Contract
…candidate will work in close partnership with various business and technology partners and stakeholders to plan, elicit, analyze, document, communicate, and manage functional and…
Added 7 mins ago
Responsable comptes stratégiques – Secteur Public
Ricoh USA, Inc.
Quebec, QC
Full-time
Lead and coordinate responses to complex Requests for Proposals (RFPs) and tender opportunities.
Added 7 mins ago
Business Development Representative
SiftMed
St. John's, NL
Full-time
As a group of passionate technology developers, successful entrepreneurs, and industry experts, SiftMed is scaling quickly. We build AI-powered software that organizes, categorizes, and…
Added 7 mins ago
Store Manager - Apparel
JRoss Retail Recruiters
Kamloops, BC
$47,000 to $53,000 CAD / year
Full-time
…on customer connection, they are seeking a Store Manager to lead their Kamloops, BC…
Added 7 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Whitby, ON
Internship
Lead enterprise strategy execution and monitor progress against strategic commitments, ensuring alignment with organizational priorities and long-term strategic objectives
Added 7 mins ago
.NET Developer
TEEMA
Calgary, AB
Contract
…and prototypes. The developer will work closely with the Tech Lead and business users, iterating quickly based on feedback. This is primarily an execution/development role rather than…
Added 7 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Pickering, ON
Internship
Lead enterprise strategy execution and monitor progress against strategic commitments, ensuring alignment with organizational priorities and long-term strategic objectives
Added 7 mins ago
Principal Software Engineer- React Native
AI Interviews
Toronto, ON · Greater Toronto Area, Canada
Full-time
We are seeking a Senior/Lead React Native Engineer with 8+ years of mobile engineering and 5+ years of production React Native experience.Strong expertise in React Native 0.76+, New…
Added 7 mins ago
Student Automation Analyst
Bird Construction
Winnipeg, MB
Full-time
Under supervision of the PMO technical lead or independently complete the following activities:
Added 7 mins ago
Senior Data Analyst
Sun Life
Waterloo, ON
Full-time
You will lead your product’s design, development, testing, documentation, and user support. Security and usage monitoring are centralized, but everything else is yours - creating strong…
Added 7 mins ago
I&C Lead Engineer
AtkinsRéalis
Mississauga, ON
Full-time
…years. We are proud to be the steward of Canadian CANDU nuclear…
Added 7 mins ago
Project Manager
Collabera
Mississauga, ON
$95 to $99 CAD / hour
Contract
We are looking for an experienced Project Manager to lead the delivery of an IMA (Internal Models Approach) Capital Markets transformation program. The role will manage multiple workstreams…
Added 7 mins ago
Facility Operations & Planning Manager
Metro Vancouver
Burnaby, BC
Full-time
You are a facilities expert that is highly motivated to be the lead for planning and delivering complex facility, renovation, and space planning projects; administering service and…
Added 7 mins ago
Senior Business Systems Analyst
BC Pension Corporation
Victoria, BC
Full-time
In this role, you will align evolving business and technology needs with the Corporation’s strategic priorities and system standards. You will provide expert advice, lead multiple projects,…
Added 7 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Oshawa, ON
Internship
Lead enterprise strategy execution and monitor progress against strategic commitments, ensuring alignment with organizational priorities and long-term strategic objectives
Added 7 mins ago
I&C Lead Engineer
AtkinsRéalis
Mississauga, ON
Full-time
…years. We are proud to be the steward of Canadian CANDU nuclear…
Added 7 mins ago
Gestionnaire de la transformation d’entreprise / Business Transformation Manager
Manos Software Group
Montreal, QC
Full-time
Added 7 mins ago
Senior Director - Enterprise Performance, Evaluation and Strategic Initiatives
Durham Community Health Centre
Ajax, ON
Internship
Lead enterprise strategy execution and monitor progress against strategic commitments, ensuring alignment with organizational priorities and long-term strategic objectives
Added 7 mins ago
Data Architect
BrainRidge Consulting
Toronto, ON
Full-time
BrainRidge Consulting is a premium FinTech Technology Consulting firm with the energy of a startup and experience of an enterprise. With a mission to empower financial institutions and…

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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