Technology Services Manager

RiseMe; Dartmouth; On-site; CAD 91,000 - 109,000; Full time

Benefits offered by this job

Health plan (employer paid)

Pension plan with employer match

Tuition reimbursement

Training and development

Wellness credits

Job summary

East Coast Credit Union in Nova Scotia seeks a Technology Services Manager to lead and shape the IT service delivery that keeps employees productive and secure.

You will manage the Technology Services team, drive improvements, and partner with leaders to enhance the employee technology experience, with a focus on governance, automation, and reliable support.

Qualifications

• Bachelor's degree in IT or related field.
• At least 5 years in IT service delivery leadership.
• Experience in helpdesk/operations environment.

Responsibilities

• Lead and develop the Technology Services team.
• Support recruitment, onboarding, workforce planning, and succession planning.
• Oversee day-to-day technology services and meet service targets.
• Manage team scheduling, capacity planning, and queue performance.
• Establish governance for incident, request, problem, and change management.
• Ensure compliance with procedures, controls, audit requirements, and standards.
• Drive service quality through ticket trends, SLAs, and feedback.
• Lead root-cause analysis and corrective actions.
• Expand self-service capabilities through knowledge management and automation.
• Manage vendor and third-party relationships.
• Prepare and deliver operational reporting and risk assessments.

Skills

Leadership

Team management

Communication

IT service delivery

Education

Bachelor's Degree in Information Technology

Job description

Technology Services Manager

Nova Scotia

Are you ready for a new career journey at Nova Scotia's largest credit union? Join our dedicated team at East Coast Credit Union, where commitment to community, member satisfaction, and financial excellence are the foundation of everything we do.

East Coast Credit Union is a community-driven financial institution committed to a better banking model. A credit union is like a bank in many ways, but with cooperative ownership and special focus on people, not profits. We redefine the definition of local and bring Nova Scotians from many regions together with honest lending, savings, and investment products. Be part of an organization committed to fostering growth and empowering individuals on our team and in our East Coast community.

Reporting to the Senior Manager, IT & Innovation, the Technology Services Manager leads the delivery of technology services that enable employees to work efficiently and securely. This role oversees the Technology Services team, drives service improvements through automation and self-service solutions, and partners with business leaders to enhance the overall employee technology experience.

We offer…

• An outstanding culture and opportunity to join an engaged and community-focused team.
• Competitive compensation ($91,019.11 - 109,160.63) and performance-based incentives.
• Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan.
• Tuition reimbursement, training, and personal development.
• Employee perks such as annual wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.

You would…

• Lead, coach, and develop the Technology Services team through performance management, goal setting, and ongoing skills development.
• Support recruitment, onboarding, workforce planning, and succession planning to ensure a skilled and sustainable team.
• Oversee day-to-day technology services, including intake, triage, resolution, and escalations, ensuring service targets are achieved.
• Manage team scheduling, capacity planning, and queue performance to maintain effective service coverage and responsiveness.
• Establish and maintain governance for incident, request, problem, and change management processes.
• Ensure compliance with documented procedures, controls, audit requirements, and operational standards.
• Drive improvements in service quality through analysis of ticket trends, SLAs, customer feedback, and performance metrics.
• Lead root-cause analysis and corrective actions to reduce recurring issues and improve overall service outcomes.
• Expand self-service capabilities through knowledge management, standard work practices, automation, and support playbooks.
• Manage vendor and third-party relationships, including service performance, escalations, and contract renewals.
• Prepare and deliver operational reporting, performance metrics, risk assessments, and improvement recommendations.

You have…

• A Bachelor's Degree in Information Technology (or a related discipline) plus have 5 years of relevant experience, including progressive leadership experience in an IT service delivery.
• Experience in helpdesk/operations environment or an equivalent combination of education and experience.

You are…

• A problem solver with an analytical view.
• A strong communicator with lending and relationship building skills with the proven ability to exercise sound judgment, and discretion.
• Self-motivated with a strong work ethic.

Please note that all offers of employment are conditional upon the acceptance of an Individual Fidelity Bond Application which includes a criminal check and a credit check.

Don't meet every single requirement? At East Coast Credit Union, we believe everyone has potential. If you are excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this role or other opportunities we may have.

We wish to thank applicants in advance; only candidates selected for an interview will be contacted.

Careers - About Us | East Coast Credit Union (eastcoastcu.ca)

At East Coast Credit Union, we are passionate about creating a diverse, equitable, and inclusive workplace and believe a diversity of perspectives, experiences and backgrounds benefit our employees, our members, and our communities.

East Coast Credit Union is committed to providing access, equal opportunity, and accommodation for individuals with disabilities. To request accommodation, please contact Human Resources by email at [e-mail] or by phone at 902.464.7107