Director, Technology Operations

Beem Credit Union•Kelowna, BC

3h•CA$151,100 - CA$188,900

About The Position

The Director, Technology Operations provides strategic and operational leadership for end-user technology services, encompassing the Service Desk and Workspace management. This role is accountable for the reliable, efficient and quality of technology support across the enterprise — enabling workforce productivity and delivering a consistent, secure employee technology experience. As a people-first, leader, the Director drives service excellence, operational performance and continuous improvement across incident management, endpoint operations, and collaboration technologies. The role works closely with Infrastructure, Security, Digital, and People & Culture leaders to align operational services with organizational priorities. While we welcome applicants from across Canada, preference will be given to candidates located in British Columbia.

Requirements

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
Demonstrated ability to lead through change, manage operational complexity, and deliver measurable service improvements.
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.

Responsibilities

Provide strategic and day-to-day leadership for the Service Desk and Workspace Management teams, setting clear performance expectations and service delivery standards.
Develop and maintain an operational roadmap that aligns team activities with organizational goals and evolving workforce needs.
Foster a customer-centric support culture grounded in accountability, responsiveness, and continuous improvement.
Own the end-user technology operational model, including team structure, escalation paths, and coverage models for in-office and remote environments.
Ensuring 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, including first-call resolution, ticket resolution times, customer satisfaction (CSAT), and service availability.
Ensure escalation processes are clearly defined, practiced, and continuously refined across IT teams.
Drive a knowledge management and self-service strategy to reduce ticket volume and improve resolution.
Oversee the full lifecycle of end-user technology, including laptops, desktops, mobile devices, meeting room technology, ATMs, TCRs, printers, and endpoint management platforms.
Ensure standardized, secure, and reliable technology experiences across all office and remote work environments.
Drive endpoint compliance, including patching cadence, software deployment standards, and device configuration baselines.
Lead modernization initiatives related to workplace technology and the digital employee experience.
Maintain asset management practices, including inventory accuracy, refresh planning, and decommission processes.
Champion initiatives that measurably improve the employee technology experience and operational efficiency.
Analyze operational data, ticket trends, and employee feedback to identify service improvement opportunities.
Build and maintain operational dashboards and metrics to inform data-driven decisions.
Lead the development and adoption of self-service tools, automation, and knowledge management capabilities.
Provide leadership during high-impact incidents affecting employee productivity or enterprise collaboration platforms.
Ensure operational teams maintain effective incident response procedures and timely stakeholder communications during outages.
Lead root cause analysis and drive permanent remediation of recurring operational issues.
Maintain operational readiness for after-hours support, escalation coverage, and major incident management.
Partner with Information Security to ensure endpoint and end-user services comply with organizational security standards.
Maintain operational compliance across endpoint security standards, software lifecycle controls, asset management policies, and audit requirements.
Support audit activities and lead remediation efforts related to operational technologies and end-user services.
Oversee and continuously improve operational platforms, including ITSM systems (ManageEngine), endpoint management tools (Intune, SCCM), remote support solutions, and collaboration platforms (Teams).
Identify and implement automation and workflow optimization opportunities to reduce manual effort and improve service consistency.
Evaluate and recommend tooling investments that improve operational maturity and end-user experience.
Manage budgets related to end-user computing, support services, and workplace technologies, ensuring cost-effective lifecycle management.
Oversee vendor relationships, contracts, hardware standards, and support agreements.
Participate in technology evaluations and operational procurement decisions, balancing cost, quality, and strategic fit.
Lead, mentor, and develop operational managers and their teams, building a culture of accountability, collaboration, and service excellence.
Define team structure, roles, and coverage models appropriate for operational demand and organizational scale.
Build succession plans, support career growth, and promote continuous learning across operational teams.
Drive employee engagement and recognition within the teams.