We're looking for an experienced IT Operations Manager to lead day-to-day IT support while building scalable, efficient, and user-focused operations.

This is a leadership opportunity for someone who enjoys balancing people, processes, technology, and business needs, with the ability to make a meaningful impact on how IT services are delivered across the organization.

Who You Are:

You're an experienced IT support or service delivery leader who knows how to build strong teams, improve processes, and keep service delivery running smoothly. You're comfortable managing escalations, working across technical teams, and using data to identify where IT operations can become faster, smarter, and more effective.

You also have a forward-looking mindset and are interested in using automation, self-service, and emerging technologies to continuously improve the employee experience.

Work Type:

- Location:Greater Toronto Area, ON(Hybrid-3 daysa weekin the office)

- Vacancy Type:This role reflects a newly created position

What You’ll Do:

- Lead day-to-day IT support operations, ensuring strong service levels and a positive end-user experience.

- Manage, coach, and develop a high-performing, customer-focused support team.

- Oversee ticket queues, priorities, escalations, and major incidents while keeping stakeholders informed.

- Own IT service KPIs and reporting, including response and resolution times and CSAT.

- Develop and execute the service desk strategy and roadmap in line with business needs.

- Govern key ITIL processes, including incident, problem, and request management.

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- Improve service delivery through automation, self-service, knowledge management, and up-to-date support technologies.

- Partner with infrastructure, applications, security, and business teams to resolve issues and improve IT service delivery.

- Manage and optimize ITSM tools to support scale, visibility, and continuous improvement.

- Oversee IT support operations across multiple office locations.

What We’re Looking For:

- 5+ years of experience in IT support or service delivery leadership, including team leadership and development.

- Strong knowledge of ITSM/ITIL, particularly incident, problem, and request management.

- Hands‑on experience with ITSM platforms, such as ServiceNow or Jira Service Management.

- Experience managing escalations, major incidents, and SLA performance.

- Strong stakeholder management, communication, and customer service skills.

- A data‑driven mindset with experience using KPIs to improve IT operations.

- Proven ability to improve and scale service desk operations in a fast‑paced environment.

- Strong cross‑functional collaboration skills across infrastructure, applications, security, and business teams.

- Interest in AI and emerging technologies and their potential to improve IT service delivery.

What Makes This Role Exciting?

- Operational Ownership:

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Take ownership of the systems, processes, and people that shape the day‑to‑day IT experience.

- Build for Scale: Help evolve IT operations, ITSM processes, and support capabilities as the organization grows.

- Modernize IT Support: Explore automation, self‑service, AI, and modern support technologies to make IT more efficient.

- Cross‑Functional Impact: Work closely with technical and business teams to improve service delivery across the organization.

- People Leadership: Build and develop a strong support team while creating a culture focused on service quality and continuous improvement.

- Meaningful Influence: Have a direct role in shaping the way IT services are delivered and experienced across the business.