ROLE OVERVIEW
The Manager IT owns the full lifecycle of service delivery, client success, and business growth for an assigned client portfolio. You will lead 24/7 operations, manage a multi-location team, drive continuous improvement, and act as a trusted advisor who actively grows the business - equal parts operator, people leader, and commercial driver.
KEY RESPONSIBILITIES• Service Delivery: Own 24/7 contact center and service desk operations across all delivery regions - ensuring SLA compliance, contract adherence, and world-class client experience.
• Onboarding & Projects: Lead end-to-end client onboarding and project delivery - from contract execution through go-live and into steady-state managed operations.
• Technical Experience: Manage Windows Server environments, administer Microsoft 365 (Exchange, Teams, SharePoint, Intune, Entra ID), leverage Kaseya for monitoring and automation, and ensure endpoint security, patching, and backup compliance.
• People Leadership: Manage, mentor, and develop service desk teams - setting clear objectives, running 1:1s, and building a high-performance culture.
• Reporting & CSI: Define and track all delivery KPIs (FCR, MTTR, SLA %, CSAT, uptime); produce accurate weekly and monthly reports for client and CEO-level review.
• Tools & Governance: Ensure disciplined use of ACD, ITSM ticketing, and knowledge systems; champion self-service and automation to reduce ticket volume and improve efficiency.
• RFPs & Solutioning: Support RFP responses and solution design as the ITO delivery SME - contributing scope, methodology, staffing models, and cost inputs alongside Sales.
• Revenue Growth: Identify upsell and cross-sell opportunities within your client portfolio - growing Pathway wallet share through a trusted-advisor approach aligned to client business goals.
WHAT WE'RE LOOKING FOR• Bachelor's degree in IT, Computer Science or related field
• 5+ years leading service delivery for external clients
• Proven 24/7 contact center or service desk leadership
• Deep knowledge of ITIL, SLAs and SOWs
• Client onboarding, project delivery, and team management experience
• Hands-on with ITSM platforms
• English fluency (French an asset)
MANDATORY CERTIFICATIONS
- Microsoft certifications (e.g., MS-100, AZ-104, etc.)
- ITIL certification
- Experience with Azure cloud services and virtualization (VMware/Hyper-V)
GOOD TO HAVECompTIA Security+ / CISSP
AWS / Azure Fundamentals (CLF-C02 / AZ-900)
Lean / Six Sigma (Green Belt or higher)
CCXP - Certified Customer Experience Professional
WHAT WE OFFER* Compensation & Benefits • $90000 - 95000CAD
• Health, dental & vision benefits
• Paid vacation + sick days
Culture & Growth• Senior role in a rapidly growing Canadian MSP
• IT certification support
• Multi-client portfolio with C-suite exposure
Location: Onsite Markham, Ontario
Job Type: Full-Time
HOW TO APPLYSubmit your resume with subject "Manager-IT"to [email protected]. Include a brief note on your relevant experience.
We thank all candidates, but only those selected for an interview will be contacted. We are not accepting calls from recruitment professionals currently.
Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.
