It Helpdesk Manager Jobs in Winnipeg, MB (NOW HIRING)

Steinbach Credit Union (SCU) is one of Manitoba’s largest credit unions and among the top 10 in Canada, with over $11 billion in assets. For more than 80 years, we have worked with our members to create relationships based on trust and support. Our goal is to provide advice and recommend products and services that are tailored to meet every member’s individual needs.

Our member-centric approach is a key driver in everything we do, and our level of service is second to none. We provide an environment of trust in which members feel comfortable doing business and they will recommend us to their family and friends. For more information, please visit our website. 

We have an exciting opportunity for an Assistant Manager, IT Support, to join our Information Technology team!  The Assistant Manager, IT Support provides handson leadership for the daytoday operations of SCU’s IT Helpdesk and frontline technology support services. This role is responsible for ensuring consistent, highquality support across the organization while leading, coaching, and developing IT support staff. In addition, the role oversees endpoint and hardware lifecycle management, ensuring devices are deployed, maintained, and refreshed efficiently to support a reliable and productive enduser experience.

• Lead daytoday IT Helpdesk operations to ensure reliable, efficient, and consistent frontline technology support.
• Act as an escalation point for complex incidents and service disruptions, coordinating timely investigation and resolution.
• Define, monitor, and report on service standards and key performance indicators, including response times, resolution times, and customer satisfaction.
• Champion a customerfirst approach to IT support, ensuring positive, professional enduser experiences.
• Streamline ticket intake, triage, and resolution workflows to improve speed, consistency, and service quality.
• Oversee IT asset management, including accurate inventory tracking, lifecycle governance, and endpoint hardware refresh planning.
• Ensure consistent support and maintenance of enduser technologies, including Windows devices and Microsoft 365 tools.
• Manage, coach, and develop frontline IT support staff, including hiring, onboarding, training, scheduling, and ongoing feedback.
• Use service desk metrics and user feedback to identify, recommend, and implement continuous improvement initiatives.
• Collaborate with internal stakeholders and vendors to ensure technology services effectively support business productivity and organizational goals.

• Postsecondary education in Information Technology or a related discipline, or an equivalent combination of education and relevant experience.
• 4–6 years of experience working in an IT support or service desk environment.
• Demonstrated leadership, coaching, or supervisory experience in a technical support setting.
• Strong customer service orientation with a focus on delivering positive enduser experiences.
• Experience supporting Microsoftcentric environments, including Windows endpoints and Microsoft 365
• Proven ability to manage competing priorities, analyze service desk data, and drive process and service improvements.

You can look forward to joining an organization that values teamwork and its membership. You will receive a competitive annual salary based on skills and experience. In addition, you will be eligible for variable compensation and matched pension plan per SCU policies. You will also receive a great host of benefits, including:

• Extended medical, dental, vision benefits, plus a health spending account (100% of premiums are paid by SCU)
• Critical Illness insurance, Life insurance, AD&D insurance, and Employee Assistance programs
• Employee Banking benefits (i.e. free chequing account, low interest MasterCard, bonus rate on deposit and lending products)
• Opportunities for professional development
• Clothing allowance
• Free parking at all locations

We believe our employees should represent the diversity of our members and the communities in which we live and serve. If you require accommodation for the recruitment or interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we’ll work with you to meet your needs.

We are committed to employing a diverse workforce and encourage all qualified individuals to apply. We thank all candidates for their interest, however, only those selected for an interview will be contacted.