Director – Technology Operations

Beem Credit Union

Director of Technology Operations overseeing end-user technology and service desk management for Beem Credit Union. Leading strategic initiatives to improve technology support and operational efficiency.

Posted 5/30/2026full-timeRemote • 🇨🇦 CanadaLead💰 CA$151,100 - CA$188,900 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide strategic and operational leadership for end-user technology services, encompassing the Service Desk and Workspace management
Own the end-user technology operational model, including team structure, escalation paths, and coverage models for in-office and remote environments
Ensure timely, effective resolution of incidents and service requests
Enforce ITIL-aligned service management processes, including: Incident Management and Major Incident Coordination, Request Fulfillment and Problem Management
Monitor and actively manage Service Desk KPIs and SLAs
Oversee the full lifecycle of end-user technology, including laptops, desktops, mobile devices, meeting room technology, and endpoint management platforms
Champion initiatives that measurably improve the employee technology experience and operational efficiency
Lead root cause analysis and drive permanent remediation of recurring operational issues
Partner with Information Security to ensure endpoint and end-user services comply with organizational security standards
Manage budgets related to end-user computing, support services, and workplace technologies.

Requirements

What you’ll need

Bachelor’s degree in information technology, computer science, business, or equivalent experience
10+ years of progressive IT operations or support experience, including in enterprise environments
5+ years of leadership experience directly managing Service Desk and/or Workspace Operations teams
Strong working knowledge of IT Service Management principles and ITIL-aligned processes
Hands-on familiarity with enterprise endpoint management platforms (Intune, SCCM) and ITSM tools (ManageEngine, Jira)
Experience with Microsoft 365 suite and Teams as enterprise collaboration and operations platforms
Understanding of endpoint security, software lifecycle management, and compliance requirements
Familiarity with operational reporting, monitoring tools, and support analytics.

Benefits

Comp & perks

Extended health coverage (including mental health support)
Dental care
Disability coverage
Vacation and personal days to rest, recharge, and manage life outside of work
Generous RRSP contributions
In-house financial advice
Flexible options to add your own contributions
Free banking accounts
Special mortgage and lending rates
Preferred financial perks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT Service ManagementITILIncident ManagementMajor Incident CoordinationRequest FulfillmentProblem Managementendpoint managementsoftware lifecycle managementoperational reportingsupport analytics

Soft Skills

strategic leadershipoperational leadershipteam managementproblem-solvingcommunicationcollaborationbudget managementroot cause analysisemployee experience improvementefficiency enhancement

Certifications

Bachelor's degree in information technologyBachelor's degree in computer scienceBachelor's degree in business