At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact; for our clients, our communities, and each other.
The Opportunity: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect.
As Senior Technology Manager, Digital Workplace, you will lead a dynamic, cross-functional team to design, implement, and continuously enhance technology support and endpoint delivery across our digital workplace. You will define and own the technical strategy and roadmap for your domain—driving innovation, ensuring continuous improvement, and maintaining a modern, evergreen technology environment. In addition, as the leader of our IT Service Desk, you will oversee the delivery of efficient, client-focused front-line support, ensuring an exceptional experience for our organization.
Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.
Position Title: Senior Technology Manager, Digital Workplace
Reports To: Head of Technology - Infrastructure, Cloud and Service Management
Department: IT Infrastructure
Term: Permanent Full-Time
Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of ten (10) assigned days each month. You are welcome to work from the office more than the minimum requirement if you choose.
What you will be doing:
Oversee multiple technology teams and domains, setting technical vision and roadmap for platform assets to support business outcomes.
Own technical roadmaps, project delivery, and ensure technical health and performance of assigned assets.
Collaborate with architects to develop capability roadmaps and manage vendor platform lifecycles and relationships.
Lead solution development and service delivery practices, ensuring high-quality, sustainable, and optimized processes.
Establish and enforce technical standards, guidelines, and KPIs for assigned assets.
Drive continuous improvement of end-to-end development, quality, delivery, and support processes.
Provide strategic leadership for team direction, hiring, coaching, mentoring, and performance management.
Monitor team productivity, quality, and morale, and guide teams through process changes and implementation.
Design, manage, and optimize digital workplace systems and services (e.g., Service Desk, Endpoints) to meet organizational and client needs.
Collaborate with IT teams to ensure platform capabilities align with business objectives.
Create and implement training programs to improve digital literacy and workplace productivity.
What you will bring:
Strong client experience skills: ability to resolve inquiries efficiently, demonstrate empathy, act as a brand ambassador, and coach others to deliver exceptional service.
Growth mindset and innovation: proactive in identifying process improvements, applying feedback, and leveraging best practices to drive continuous improvement.
Excellent interpersonal and communication skills: ability to collaborate across teams, provide constructive feedback, embrace diversity, and influence effectively.
Agility and flexibility: adaptable to changing priorities, resilient in ambiguous situations, and skilled at guiding others through change.
Critical reasoning and decision-making: capable of analyzing complex issues, managing competing priorities, and making sound, timely judgments.
Leadership capabilities: lead by example, inspire and develop others, foster a culture of respect and trust, and drive organizational results.
Advanced technical skills and problem-solving abilities: strong organizational skills, ability to design and review solutions, and experience managing complex enterprise needs.
Education and experience: 5+ years of relevant business technology experience, including 2+ years in leadership; post-secondary degree in computer science or related field; multiple technical certifications.
Technical skills and experience such as ServiceNow ITSM and the Microsoft Windows and Office productivity platform. Experience with Macs and iOS is also beneficial.
Experience designing and managing IT Service Desk capabilities and endpoint delivery.
What’s in it for you:
A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day;
A healthy work-life balance with employee wellness top of mind;
Annual bonus program, annual vacation allowance, and company-paid benefits program;
Generous vacation package with one volunteer day to give back to a charity of your choice;
Immediate enrollment in the company’s pension program with employer matching;
Employee resource groups that support an inclusive work environment;
Tuition support and specialized program assistance;
An onsite full-service cafeteria with a variety of daily options;
Discounts on company products and services, and access to exclusive employee perks;
Regular EQ Together events focused on company togetherness and collaboration.
As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy.
This position is available due to an existing vacancy.
We're dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca.
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