Reference ID: 001-CATC-65

Line of Business: Shared Services

Location: 175 Commerce Valley Dr W Suite: 300, Thornhill, ON L3T 7P6

Position Type: Permanent, Full-Time

Vacancy Status: This Posting is for a New Role.

Hours: 40 Hours Per Week

Compensation: $80,000 - $115,000

ABOUT THE POSITION:

The IT Manager is responsible for the operational leadership, stability, and continuous improvement of the organization's information technology environment. Reporting to the Director of Information Technology, this role oversees day-to-day IT operations, manages outsourced technical support services, and is responsible for the administration of core enterprise platforms.

Primary accountability includes oversight of Microsoft 365, Azure Active Directory, endpoint management, servers, networking, cybersecurity operations, backup and disaster recovery, and IT service management. The role ensures secure, reliable, and efficient delivery of technology services while maintaining strong service levels, escalation processes, and a high-quality user experience.

Working in close partnership with the Director of Information Technology, the IT Manager supports the execution of IT strategy by coordinating vendors, enforcing security, compliance standards, improving documentation and operational processes. This role contributes to maintaining operational stability, reducing risk, and supporting the scalability of IT services in alignment of organizational objectives.

WHAT YOU'LL NEED TO HAVE:

Skills, Knowledge & Abilities

• Strong operational knowledge of Microsoft 365 and Azure Active Directory.
• Experience administering endpoint management solutions (Intune / Endpoint Manager).
• Proficiency with Windows Server technologies, including Active Directory, DNS, DHCP, and Group Policy.
• Working knowledge of virtualization platforms and cloud compute environments.
• Understanding of network infrastructure (firewalls, switches, wireless, and VPN).
• Knowledge of backup and disaster recovery processes, including testing and validation.
• Knowledge of cybersecurity best practices, operational controls, and risk management principles
• Experience with security tooling such as EDR/XDR, email security, MFA/SSO, and vulnerability management
• Understanding of patch management, monitoring, and incident response processes
• Familiarity with audit preparation, compliance requirements, and remediation activities
• Experience managing IT service delivery in a production environment.
• Strong understanding of ITSM concepts, ticket lifecycle management, and escalation models.
• Ability to establish, monitor, and improve service levels (SLAs and KPIs).
• Ability to maintain documentation, SOPs, and technical standards.
• Experience leading or coordinating helpdesk or service desk teams.
• Ability to manage outsourced or internal support teams and ensure SLA adhereance.
• Experience with tiered support models (Tier 1-3) and escalation management.
• Strong incident, problem, and request management skills
• Ability to improve first-call resolution, response times, and user satisfaction.
• Experience optimizing ticketing systems, workflows, and knowledge bases.
• Ability to coach support resources and drive consistent service quality.
• Proven ability to lead operational teams and influence cross-functional stakeholders.
• Strong communication skills across technical teams, business stakeholders, and leadership.
• Ability to translate strategic direction into clear operational priorities.
• Strong judgment, decision-making, and conflict-resolution skills.
• Experience leading mid-sized IT infrastructure and platform projects end-to-end.
• Ability to manage multiple priorities while meeting timelines operational timelines.
• Experience coordinating vendors, contracts, renewals, and service performance.
• Strong organizational, planning, and analytical skills.

Education, Qualifications and Training

• Post-secondary education in Information Technology, Computer Science, or a related field, or equivalent practical experience
• 5-8 years of progressive experience in IT operations, systems administration, or infrastructure roles
• 1-3 years of experience in a lead, supervisory, or operational management role (including service desk or help desk leadership)
• Relevant technical certifications (e.g., Microsoft, ITSM, networking, or security) considered an asset

Work Environment & Travel

• Hybrid work environment (3 days in office and 2 days working from home).
• Occasional travel for meetings.

YOUR DUTIES AND RESPONSIBILITIES:

• Oversee day-to-day IT operations to ensure stable, secure, and reliable delivery of technology services across the organization.
• Manage outsourced technical support services (help desk and systems), ensuring SLAs, esclation handling, and service quality are met.
• Monitor ticket queues, escalations to ensure timely issue resolution and consistent end-user support.
• Identify operational risks and drive continuous service improvements.
• Own and support core enterprise platforms, including: Microsoft 365, Azure Active Directory, Intune / Endpoint Manager, and Windows server environments.
• Maintain and support infrastructure components including (Active Directory, DNS, DHCP, Group Policy, visualization environments and cloud compute resources).
• Oversee network infrastructure operations (including firewalls, switches, wireless networks, VPN).
• Ensure systems are properly configured, maintained, and documented.
• Enforce IT security policies, standards, and best practices.
• Oversee patching, monitoring, and vulnerability remediation.
• Manage security tooling (EDR/XDR, email security, and identity protection).
• Support audits and compliance requirements.
• Administer backup and disaster recovery platforms.
• Ensure system recoverability through regular testing.
• Support business continuity and risk mitigation efforts.
• Act as the primary contact for IT vendors, and service providers, including management of performance, renewals, contracts, and licensing agreements.
• Evaluate vendor performance and support product, and service decisions with leadership.
• Lead mid-sized IT infrastructure and platform initiatives end-to-end.
• Coordinate internal teams, and external partners to ensure successful outcomes.
• Translate IT priorities into actionable work plans aligned with strategic objectives.
• Provide operational oversight of outsourced IT resources.
• Establish and track KPIs, SLAs, and performance metrics.
• Communicate effectively with internal stakeholders and leadership.
• Partner closely with the Director of IT to align operations with strategy.