IT Service Manager

Location: London, Ontario, On-site, 5 days per week
Language: Strong written and verbal communication skills in English
Salary: $75,000–$85,000 annually
Duration: Permanent
Background Check Requirement: May be required as part of onboarding

About the Opportunity

Our client, a growing technology services organization, is seeking an IT Service Manager to lead day-to-day IT service delivery while remaining hands-on with technical support and escalations. This role is ideal for someone who enjoys being close to the technology, supporting people directly, and shaping how IT services are delivered in a client-focused environment.

Reporting to the Operations Manager, you will oversee service operations, mentor technical staff, and act as the primary escalation point for complex issues. You will work closely with internal teams and clients, balancing leadership responsibilities with practical technical work, while helping evolve processes, tools, and service standards as the organization continues to grow.

What’s in it for You

You will join a close-knit, accountable team that values collaboration, pride in workmanship, and strong client relationships. This role offers stability, visibility, and the opportunity to influence how IT services are delivered across a diverse client base.

You will also benefit from a supportive on-site environment, exposure to a wide range of technologies, and the chance to grow your leadership capabilities while staying hands-on in a technical role.

Your Responsibilities

• You’ll lead, mentor, and support IT team members, providing technical guidance, coaching, and escalation support.
• In this role, you’ll oversee daily IT service operations, ensuring tickets and incidents are resolved efficiently and to a high standard.
• You’ll act as the primary escalation point for complex or high-impact technical issues, driving root-cause analysis and resolution.
• You’ll provide hands-on technical support across desktops, servers, networks, and cloud environments as needed.
• You’ll monitor ticket queues, workloads, and service trends, implementing improvements to reduce recurring issues.
• You’ll serve as a trusted technical advisor to clients, working closely with account teams to align services with business needs.
• You’ll contribute to the ongoing development of IT processes, documentation, tools, and service offerings.
• You’ll support inventory management, asset tracking, and technology lifecycle planning.
• You’ll participate in on-call rotation and perform on-site client visits for escalations or projects when required.

Skills and Qualifications

• 5+ years of experience in IT support or service delivery environments.
• Proven leadership experience supporting and mentoring technical teams.
• Strong hands-on experience with Windows Server environments and Microsoft 365 administration.
• Experience supporting network infrastructure, including routers, switches, firewalls, and wireless access points.
• Familiarity with virtualization platforms such as VMware or Hyper-V.
• Experience with cybersecurity tools, VoIP systems, or security systems is considered an asset.
• Previous experience in a Managed Service Provider environment is an asset.
• Strong organizational, problem-solving, and communication skills.
• Valid driver’s license and ability to support on-site client visits.

Note from the Hiring Manager

“We’re looking for someone who takes ownership of service delivery, enjoys supporting both people and technology, and wants to play a key role in how our IT services continue to evolve.”

Why Partner with Altis

If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.