{"id":1265662,"url":"https://alion.io/job/trust-manager-internal-help-desk","title":"Manager, Internal Help desk","company":{"id":1050349,"name":"Trust","domain":"hometrust.ca","url":"https://alion.io/company/hometrust-ca","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-28T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Montreal, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":56000,"max_usd":111000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-25T22:30:45Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-28T02:05:22Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Who we are:\nFairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals.\nOver the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig.\nTogether, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products-residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending-we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.\nBacked by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.\nJoin Fairstone as a Branch Support Representative, reporting to Sr manager, Credit and Customer Engagement, and be part of our talented and growing team!\nThe Manager, Symphony Branch Support (SBS), is responsible for leading a team of support specialists dedicated to providing operational and technical support to Fairstone branches and business partners across Canada. The role ensures timely incident resolution, exceptional customer service, operational excellence, and continuous improvement of the Symphony platform and related business processes.\nWorking closely with Technology, Operations, Credit, Retail Financing, Finance, and other business partners, the Manager is accountable for service delivery, employee development, stakeholder engagement, and the execution of strategic initiatives that support Fairstone's operational objectives.\nLeadership & Team Development:\nLead, coach, motivate, and develop a team of Symphony Branch Support Representatives.\nEstablish performance expectations and monitor individual and team results.\nConduct regular coaching sessions, quality reviews, performance evaluations, and career development discussions.\nFoster a customer-focused, collaborative, and accountable team culture.\nIdentify training and development opportunities to strengthen technical and operational expertise.\nParticipate in recruitment, onboarding, succession planning, and workforce management activities.\nOperational Management:\nManage the day-to-day operations of the SBS team, ensuring consistent support coverage across all communication channels.\nMonitor and manage departmental KPIs, including Service Level, Abandon Rate, Customer Satisfaction (CSAT), Productivity, Quality Assurance, and Ticket Resolution performance.\nEnsure timely resolution of incidents, defects, escalations, and system-related issues impacting branch operations.\nOversee workload distribution and prioritization to ensure service commitments are achieved.\nReview operational trends and implement corrective actions when service objectives are not being met.\nAct as the escalation point for complex customer, branch, merchant, and internal partner issues.\nIncident, Change & Problem Management:\nProvide leadership and oversight for Incident Management, Change Management, and Problem Management processes.\nCollaborate with Technology teams to identify root causes and develop sustainable solutions to recurring issues.\nEnsure defects, enhancements, and production issues are properly documented, prioritized, and tracked through resolution.\nOversee testing and validation activities associated with new system functionality and application enhancements.\nEnsure proper documentation and maintenance of ServiceNow tickets, operational procedures, and knowledge base articles.\nCustomer Experience & Stakeholder Management:\nPromote a culture of service excellence and customer advocacy.\nBuild strong partnerships with Branch Operations, Credit, Retail Financing, Finance, Technology, and other business units.\nAct as the primary liaison between SBS and key stakeholders to ensure effective communication and issue resolution.\nIdentify opportunities to improve user experience and operational effectiveness through process enhancements and technology improvements.\nManage communications related to system issues, outages, operational changes, and service updates.\nContinuous Improvement & Innovation:\nLead initiatives to improve support processes, operational efficiency, and service quality.\nAnalyze support trends, recurring incidents, and customer feedback to identify improvement opportunities.\nSupport the implementation of SBS transformation and modernization initiatives.\nDevelop and maintain operational metrics, reporting, and performance dashboards.\nRecommend and implement best practices that enhance the effectiveness of support operations.\nCompliance & Governance:\nEnsure adherence to company policies, operational procedures, and regulatory requirements.\nMaintain appropriate controls related to customer information, system access, and data privacy.\nEnsure audit and compliance requirements are met within the SBS function.\nEducation Requirement:\nPostsecondary education in Business Administration, Information Technology, Customer Experience, or equivalent experience.\nYears of Experience:\nMinimum of 5 years of leadership experience in technical support, service desk, contact center, operations, or customer service environments.\nExperience managing teams within a service-oriented operational environment.\nExperience with Incident Management, Change Management, Problem Management, and service delivery practices.\nFinancial services experience is considered an asset.\nAdditional Qualifications, Certifications, Skills:\nStrong leadership, coaching, and employee development skills.\nExceptional customer service and stakeholder management abilities.\nStrong analytical, troubleshooting, and problem-solving skills.\nAbility to manage multiple priorities in a fast-paced environment.\nExcellent verbal and written communication skills.\nExperience working with ServiceNow or similar ticket management platforms.\nStrong knowledge of Microsoft Office Suite including Excel, Teams, Word, PowerPoint, and Outlook.\nAbility to influence and collaborate across multiple departments and levels of the organization.\nBilingual (French and English), spoken and written.\nLearn more: https://www.fairstone.ca/en/about/canadian-lender\nFollow us on LinkedIn:https://www.linkedin.com/company/fairstone/mycompany/\nIf you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.\nFairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.\nTime Type:\nFull timeJob Type:\nPermanent","description_format":"text","description_chars":6994,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Mortgage Lending & Brokers"],"lifecycle":[{"event":"open","at":"2026-09-25T22:30:45Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":40,"reasons":["conf:3","win:early"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/trust-manager-internal-help-desk","json_url":"https://alion.io/job/trust-manager-internal-help-desk.json","meta":{"generated_at":"2026-09-28T06:37:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4695,"day_limit":5000,"remaining_today":305,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}