Job Description

Career Opportunity

Libro Credit Union is growing!

Join Libro Credit Union as a Help Desk Manager

At Libro Credit Union, every employee and every customer are a Member. Everything we do is about strengthening financial well-being for a better tomorrow.



As a Certified B Corporation, we use business as a force for good. That means:


Empowering people to live their most fulfilled lives. Supporting businesses and communities to thrive. Caring for the planet and economic growth through sustainable practices.

Libro invests in our employee's development and career ambitions. We value candidates who are accountable, courageous, inclusive, driven to perform and have a passion for supporting people, local business and communities in strengthening their financial well-being.



We are currently hiring an

IT Help Desk Manager

to support our

London Administration

IT Team

.



The IT Help Desk Manager is responsible for managing the framework and tools used to oversee help desk operations, ensuring efficient workflows and effective escalation processes. While this role does not oversee the staff who triage tickets, it focuses on maintaining a robust structure for escalating issues from Level 1 to subsequent levels within shared services or platform teams. The manager is responsible for optimizing service delivery, improving the user experience, and ensuring data collection supports analysis and continuous improvement. By aligning processes and tools with organizational needs, this role enhances overall service efficiency and effectiveness. Ultimately, the Help Desk Manager drives improvements that benefit end-users, IT teams, platform teams and shared services.

The Role:

Oversee the development, implementation, and maintenance of frameworks and tools to ensure efficient ticket management, escalation workflows, and data collection processes. Establish and manage robust workflows for escalating issues from Level 1 support to subsequent levels within IT, shared services (outside of IT), and platform teams. Identify and recommend the need for policies and procedures to the appropriate team or person to support consistent, effective, and seamless operations across all support areas. Require a balance of real-time troubleshooting and strategic analysis. When urgent situations arise through help desk requests, it will involve immediate fact-finding and escalation of complex issues. Additionally, post-incident analysis will be essential to refine or develop policies and processes that improve efficiency and prevent future occurrences. Continuously assess and improve processes to enhance service quality, reduce resolution times, and improve the overall user experience. Develop and manage Service Level Agreements to set clear expectations and measure the performance of help desk operations. Regularly follow up with customers to identify areas for improvement and gather actionable insights. Provide customer feedback to the appropriate internal teams to drive enhancements in tools, workflows, and service delivery. Ensure accurate data collection, analyze trends, and provide insights to drive strategic decisions and identify areas for improvement. Identify and recommend training solutions to ensure staff are equipped to handle their responsibilities effectively.

What We're Looking For:

Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. 5+ years of experience in IT support, help desk operations, or service management roles. Strong knowledge of Service Level Agreements and Key Performance Indicators for service delivery. Proven experience in implementing or managing frameworks, workflows, or escalation processes within IT or shared services environments. ITIL Certification (Foundations or higher) to demonstrate knowledge of IT service management best practices preferred. A passion for helping people grow their financial well-being. Display Libro's values of Accountability, Courage, High Performance and Inclusive Mindset.

We Offer Total Reward Programs to Set You Up for Success In & Outside of Work:

Competitive salaries, benefit packages, pension plans, & incentive programs, that value your dedication. Generous vacation time. Employee wellness program, Employee & Family Assistance Program, fitness club discounts, technology offers, travel and entertainment deals. Dedicated staff banking specialists to support strengthening your own financial well-being! Staff accounts and staff rates on products and services. We believe in developing internal talent. Unlock your potential with tuition assistance and opportunities for advancement.

If you're passionate about helping your community, interested in being part of a remarkable team, and want to do your part to strengthen financial well-being for a better tomorrow - we want to hear from you!

Libro is committed to fostering a safe, healthy, and inclusive work environment that inspires respect.

As an inclusive employer we are committed to providing a fully accessible recruitment process.

Email us at careers@libro.ca any time during the recruitment process to let us know what supports you may need to be successful.





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