Information Technology; IT Manager

Salary Range: $80,000.00 To $ Annually

Reference : 001-CATC-65

Line of Business
:
Shared Services

Location
: 175 Commerce Valley Dr W Suite: 300, Thornhill, ON L3T 7P6

Position Type
:
Permanent, Full-Time

Vacancy Status: This Posting is for a New Role.

Compensation: $80,000 - $115,000

C ompassion – we meet people where they are, ready to help

A ccountability – we take responsibility for outcomes

R espect – we work well with others

E xcellence – we deliver exceptional experiences to everyone we encounter

• Wellness: Group Benefits Plan for you and your family along with Employee Assistant Programs through TELUS Health, discounted Good Life fitness memberships, paid time off for vacation, wellness days for illness, and mental health, and bereavement.
• Career Development: Professional Development, Lunch & Learn Sessions and access to 100+ courses within the Company’s Learning Management System.
• Preparation for the Future: Retirement Savings Plan (RRSP/DPSP).
• Employee Recognition: Service Recognition Program.

The IT Manager is responsible for the operational leadership, stability, and continuous improvement of the organization’s information technology environment. Reporting to the Director of Information Technology, this role oversees day‑to‑day IT operations, manages outsourced technical support services, and is responsible for the administration of core enterprise platforms.

Primary accountability includes oversight of Microsoft 365, Azure Active Directory, endpoint management, servers, networking, cybersecurity operations, backup and disaster recovery, and IT service management. The role ensures secure, reliable, and efficient delivery of technology services while maintaining strong service levels, escalation processes, and a high‑quality user experience.

Working in close partnership with the Director of Information Technology, the IT Manager supports the execution of IT strategy by coordinating vendors, enforcing security, compliance standards, improving documentation and operational processes. This role contributes to maintaining operational stability, reducing risk, and supporting the scalability of IT services in alignment of organizational objectives.

Strong operational knowledge of Microsoft 365 and Azure Active Directory.

Experience administering endpoint management solutions (Intune / Endpoint Manager).

Proficiency with Windows Server technologies, including Active Directory, DNS, DHCP, and Group Policy.

Working knowledge of virtualization platforms and cloud compute environments.

Understanding of network infrastructure (firewalls, switches, wireless, and VPN).

Knowledge of backup and disaster recovery processes, including testing and validation.

Knowledge of cybersecurity best practices, operational controls, and risk management principles.

Experience with security tooling such as EDR/XDR, email security, MFA/SSO, and vulnerability management.

Understanding of patch management, monitoring, and incident response processes.

Familiarity with audit preparation, compliance requirements, and remediation activities.

Experience managing IT service delivery in a production environment.

Strong understanding of ITSM concepts, ticket lifecycle management, and escalation models.

Ability to establish, monitor, and improve service levels (SLAs and KPIs).

Ability to maintain documentation, SOPs, and technical standards.

Experience leading or coordinating helpdesk or service desk teams.

Ability to manage outsourced or internal support teams and ensure SLA adhereance.

Experience with tiered support models (Tier 1–3) and escalation management.

Strong incident, problem, and request management skills.

Ability to improve first‑call resolution, response times, and user satisfaction.

Experience optimizing ticketing systems, workflows, and knowledge bases.

Ability to coach support resources and drive consistent service quality.

Proven ability to lead operational teams and influence cross‑functional stakeholders.

Strong communication skills across technical teams, business stakeholders, and…