IT Operations & Support Manager
Role: Manager, IT Operations & Support – ITSM
About the Role:
Our client is seeking an experienced Manager of IT Operations & Support to lead their IT Service Desk team, including front-line and deskside support. The ideal candidate will be a user-experience champion and strategic leader, ensuring timely, high-quality service aligned with SLAs. This person will play a critical role in evolving IT service delivery internally and externally, leveraging ITIL frameworks, automation, and a shift-left approach.
Location: Remote (Canada-based)
Salary: $100,000 – $140,000 per year (based on experience)
Key Responsibilities:
Lead ITSM practices: Incident, Request, Problem, Change, Release, Asset, and CMDB management.
Oversee the implementation and optimization of ITSM platforms (EasyVista, ServiceNow, or Ivanti).
Drive ITIL-aligned process design, governance, and continuous improvement.
Develop and manage KPIs to measure service quality and business alignment.
Manage a high-performing support team focused on collaboration, knowledge sharing, and innovation.
Ensure 24/7 operational support availability, including on-call responsibilities.
Promote a shift-left strategy, enhancing self-service tools and knowledge management.
Improve service delivery to both internal stakeholders and external clients.
Qualifications:
Bachelor’s degree in Computer Science, Engineering, Math, or a related discipline.
Minimum 3 years in IT operations and service management leadership.
Hands-on experience implementing ITSM platforms such as EasyVista, ServiceNow, or Ivanti.
ITIL V3 or V4 Foundation certification strongly preferred.
Experience with ITSM transformation and automation.
Strong leadership, communication, problem-solving, and analytical skills.
Familiar with general IT infrastructure support, including WAN, LAN, VPN, and telephony.
Proficient with Microsoft Office Suite and/or Google Workspace.
Previous call center experience is considered a strong asset.
We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
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