Manager, Information Systems

Opportunity

Lead the modernization of service desk operations by implementing automation, expanding self‑service, and standardizing workflows to improve efficiency and user experience. Owns the end‑to‑end lifecycle management of all enterprise hardware and software, including forecasting and asset tracking.

• Act as the primary point of contact for key business stakeholders, ensuring timely resolution of application and system issues across all locations.
• Oversee and standardize IT onboarding and offboarding processes, ensuring timely provisioning and deprovisioning of hardware, software, and licenses.
• Lead the procurement and leasing of IT enterprise assets, oversee end‑to‑end asset lifecycle management, and ensure CMDB accuracy and completeness.
• Triage and prioritize escalated support tickets, coordinating resolution with the 24/7 IT Help Desk to meet internal SLAs.
• Identify recurring technical support issues and drive root‑cause resolution through process improvements, documentation, and training.
• Ensure service desk operations, asset management, and CMDB controls meet audit and compliance requirements.
• Provide leadership, coaching, and oversight to IT Help Desk Team Leads, ensuring effective service level management, technical skill development, and continuous process improvement.
• Develop, track, and issue service desk metrics and reports for continuous improvement.

Education:

College Diploma or University Degree (BA / Information Technology);
Microsoft Certified Solutions Expert; ITILv4 Foundation certification an asset.

Work Experience:

5–7 years.

Knowledge:
Windows systems and programming, EDI, operating systems, databases, software, programming, networks, hardware and servers; project management skills; good understanding of IS security.

• Competitive health and dental benefits with no waiting period for eligibility (100% employer‑paid premiums) and a health spending account.
• Wajax‑led e‑learning and product training through industry‑leading manufacturers.
• Exclusive discounts with a variety of manufacturers and service providers.
• Recognition program with points earned for merchandise or gift certificates and cash awards.
• Company‑matched pension plan.
• Award‑winning health and wellness program.

As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.

As a condition of employment, final candidates will be subject to pre‑screening.