Why Meridian? 

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are. 

Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.  

Find our story here: About Meridian

 

The role: 

The Service Desk Manager is responsible for managing the IT Service Desk team which provides front line Incident and Request Management across all IT services. They are responsible for ensuring that all incidents and service requests are handled effectively across all channels within agreed Service Levels . The manager is responsible for developing and implementing the strategy, standards and procedures within which the Service Desk will operate.
The manager will develop and maintain strong and effective working relationships with internal business partners and suppliers in order to deliver excellent customer service, provide Tier 1 support, and fulfill assigned project commitments. This job requires building strong processes within the team .

 

Key Responsibilities:

Lead, mentor, and manage a team of service desk analysts Ensure the team is trained, motivated, and capable to provide high quality support. Lead and coordinate the activities of the Service Desk team on all operational and project initiatives Effectively resource and manage a team of 7 employees with the goal of positively driving employee engagement Work closely with other IT teams and business units to ensure seamless support and service delivery Define and lead ITSM process improvement (short and long term) roadmaps to align IT to facilitate business outcomes Develops and presents metrics/status to executive leadership via dashboards, monthly statistics, operational reports; ensuring a tight monitoring and follow-up to meet target KPIs, SLAs, and end user performance metrics Oversee and support ITSM continuous improvement initiatives and implement enhancements based on clearly defined metrics and associated KPIs Establishes, maintains, follows, and enforces IT policies, procedures, and other pertinent documentation that ensures the delivery of uniform services Demonstrates fiscal responsibility, accurately managing the annual capital plans and operating expenses for the Service Desk Understand and monitor adherence to corporate and department policies, standards, and procedures Lead multiple projects simultaneously, accurately determining clear project scopes and schedules defining resources, work effort, activities, deliverables, sequencing, and dependencies Define, negotiate, communicate, implement and monitor quality standards on all project deliverables Manage internal and external project communications, leveraging subject matter expertise to ensure effective exchange of project information including issues and risks Plan and facilitate project status and project review meetings with key stakeholders Manage team to ensure adherence to incident management process Assess and collaboratively determine Individual Development Plans (IDPs) for all team members to ensure the Service Desk has adequate skill set to provide support today and as the business needs evolve Provide management information on IT service quality and customer satisfaction

 

Communications

Manage expectations of customers and vendors, and set realistic and achievable objectives and plans for the Service Management team Negotiate time and resources for projects Prepare ad hoc reports as required

Impact

Contribute to 24/7 availability of all core business systems – this will require a clear understanding of the business impact of loss of service Support a complex multi-vendor technology infrastructure environment at corporate offices and branches

 

 Knowledge, Skills, and Experience:

Excellent communications skills in English, both written and spoken ITIL, PMI or other certifications an asset Good working knowledge of ITIL framework Experience in project management including planning resources, preparing budgets, monitoring budgets, reporting progress Post-secondary studies in Computer Science or related field (or equivalent additional experience) Experience successfully managing a Service Desk in a mid to large size organization with at least 5 service team members Support experience in a complex, multi-platform computing/network environment with responsibility for problem identification and resolution

 

Office Location:  Toronto Corporate Office with the ability to travel to our St. Catharines office as needed. This is a hybrid work opportunity.

 

Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of semi-monthly regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is important to us.

What's in it for you?

We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success! We provide you with the tools and technology needed to delight your candidates and clients! You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations. Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues. This is not your typical "corporate" job. We work hard and we have fun!

 

Who we are:

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 380,000 Members. Meridian has more than 80 years of banking history and is 100% owned by its members. With 87 retail branches and 15 Business Banking Centers across Ontario and $ 32B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2200 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve.  Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life. 

Find our story here: About Meridian

 

Experience the Difference!

Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian Credit Union.

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