Job Description

Beem Credit Union: Banking for every journey

Beem is redefining what it means to be a credit union. With 80 years of cooperative history and a bold vision for the future, we’ve united to create a financial partner that offers both digital ease and people-first service.

Our mission is clear: financial wellness for all. We help British Columbians achieve their goals through personalized advice, innovative technology, and genuine human connection.

As one of BC’s largest credit unions, we serve over 200,000 members across 66 branches with $18 billion in assets under administration

If you’re passionate about making a difference and want to join a team that values collaboration, innovation, and purpose, join us on the journey.

Learn more: www.beemcreditunion.ca

What this role is all about:

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.

What you’ll do:

Operational Leadership

• 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.

Service Desk Operations

• 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.

Workspace & End-User Technology Management

• 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
• Maintain asset management practices, including inventory accuracy, refresh planning, and decommission processes.

Employee Technology Experience & Service Improvement

• 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.

Incident & Operational Management

• 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

Security, Compliance & Governance

• 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.

Operational Tooling & Automation

• 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

Vendor & Financial Management

• 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.

People Leadership & Team Development

• 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.

What you’ll bring:

• 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.

Technical Knowledge

• 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.

Total Rewards:

Our total rewards approach reflects Beem's values — celebrating success, investing in your growth, and supporting you at work and in life.

At Beem we are BOLD and Always Welcoming and our values are at the forefront of everything we do!

• Build Together: You are a team player who thrives on collaboration, sparks ideas, and fosters inclusivity.
• Own It: You are ready to take charge, drive change, and deliver outstanding results.
• Lead with Agility: You are a dynamic, adaptable thinker who thrives on challenge and innovation.
• Driven by Curiosity: You are eager to explore, learn, and shape the future.

Ready to join?

Visit us at www.beemcreditunion.ca to learn more about what it’s like to work for Beem Credit Union! We sincerely thank all applicants for their interest; however, only shortlisted candidates will be contacted for an interview.

We at Beem Credit Union are committed to ensuring inclusive employment practices and an accessible business environment for our employees. We do not discriminate based on any protected attribute covered by the Human Rights Code and encourage all qualified candidates to apply. We are committed to a fair and equitable hiring process for all candidates. All applications are reviewed by a member of our team.

Beem Credit Union serves communities across many traditional Territories and Treaty areas in British Columbia. We are grateful to live and work on this land and are committed to reconciliation, decolonization, and building strong, connected relationships.