Ready to be part of the action?The Manager, IT Support is a critical leadership role responsible for directing the IT Support teams and ensuring seamless service delivery across both the Toronto and Markham offices, supporting a footprint of over 700 desks. This role requires an operationally resilient leader with high-pressure tolerance, excellent multi-site logistical foresight, and a collaborative mindset to align local operations with global IT workflows. Additionally, the manager champions sustainable asset lifecycle management and actively partners with business units on strategic initiatives, including Mergers & Acquisitions (M&A) integrations and technical support transitions.
This role is hybrid 4 days/week in the office - based in Toronto (100 Adelaide St W)
Multi-Site & Resource Management- Oversee, maintain, and balance IT support delivery between the Toronto and Markham corporate offices, effectively scaling resources to support over 700 physical desks.
- Manage scheduling to guarantee continuous physical staffing at the office "Tech Bar" during standard business hours across designated locations.
- Lead, mentor, and manage the local IT Support team, fostering a supportive environment capable of handling high-demand periods and complex multi-site deployment logistics.
Business Unit Collaboration & Strategic Projects- Act as the primary IT Support liaison for various business units, participating in cross-functional projects to ensure technical alignment with business needs.
Global Collaboration- Partner with IT support managers and leads in other global regions to share experiences, standardize workflows, and refine troubleshooting procedures.
- Actively participate in building a cohesive, interconnected global IT team that collaborates seamlessly across different time zones and locations.
Asset Management, Procurement & Sustainability- Maintain accuracy of the IT equipment inventory across both the Toronto and Markham sites; oversee the localized procurement and purchasing of all hardware, software, and peripherals.
- Manage the Toronto IT asset lifecycle (procurement to retirement) with a focus on environmental responsibility.
- Partner with certified e-waste vendors to ensure old equipment is properly recycled, aiming to maximize sustainability initiatives, minimize environmental impact, and generate carbon credits where applicable.
Service Delivery & Device Management- In collaboration with the IT Support Team Lead, oversee the ticketing lifecycle within ServiceNow, ensuring incidents, requests and Toronto office escalations are handled efficiently
- Develop, maintain, and present ServiceNow dashboards, KPIs, and reports to track team activities, ticket volumes, and SLA compliance in Toronto region
- Manage the imaging, deployment, and ongoing support for a diverse fleet of hardware:
- Windows, macOS, Linux, and ChromeOS.
- Tablets, smartphones, printers, and scanners.
- Deliver and oversee comprehensive IT onboarding first day training to new hires, tailored for both onsite and remote employees.
Escalations & Crisis Management- Act as the ultimate local escalation point for critical incidents, maintaining a calm, analytical demeanor under pressure.
Skills and Experience: Must Have(s)- 10+ years of business and IT support experience in enterprises
- Proven ability to maintain focus, prioritize tasks, and guide a team effectively during high-stress operational outages, or peak demand periods.
- Strong interpersonal skills to build bridges with peers and collaborate across cultural and regional boundaries.
- Experience participating in business-driven IT projects.
- Demonstrated success managing IT operations, service desks, or desktop support across multiple physical office sites supporting large-scale environments.
- Experience managing hardware inventory across multiple locations, local vendor relationships, purchasing workflows, and eco-conscious asset disposition program logistics.
- Experience working with ServiceNow, specifically in configuring dashboards and generating metrics/analytics reports.
- Broad technical knowledge encompassing Windows, macOS, Linux, ChromeOS, and mobile operating systems (iOS/Android).
- Understanding of Active Directory, SSO, network and security fundamentals.
- Previous experience to deal with high-profile project deliverables and pressure by demanding user groups and project sponsors
- Previous leadership and understanding of cloud solutions for the enterprise
- Previous leadership and strategic understanding of user account administration principles on technology systems
- Proven track record and business acumen working with professional services partners contracted to deliver solutions
- Very strong verbal and written communication skills, including ability to convey issues and complex concepts at various levels
Salary Range: 100,000/year -110,000/year CAD Please note that the salary range included is a guideline only. The salary offered may vary based on factors, including, but not limited to, the successful candidate's relevant knowledge, skills, and experience.
The recruiting efforts for this role are intended to fill a vacant position.
