Manager, IT Support & Service Operations
Full-Time
5 Days in office - Downtown
A unique opportunity to lead with impact.
Put your leadership, technical expertise, and strategic project management skills to work in a role where client service excellence is more than a value — it’s the foundation of the organization’s culture. Our client, a respected industry leader, is seeking an experienced Manager to oversee a high-performing team dedicated to delivering exceptional technical support to their internal staff.
This is a chance to join an organization that prides itself on inclusivity, equity, collaboration, and service excellence , and to directly influence the effectiveness of their day-to-day operations.
The Role
You will lead a team that provides centralized technical support, including service desk operations as well as first- and second-level support delivered both onsite and remotely. This position requires a hands-on, people-first leader who can balance operations, coaching, planning, and continuous improvement, while fostering a supportive, high-accountability culture.
Key Responsibilities
- Serve as the primary escalation point and subject matter expert for complex technical issues, ensuring timely and effective resolutions.
- Lead, mentor, and develop team members through coaching, performance management, and ongoing feedback to support engagement, growth, and operational excellence.
- Oversee daily operations, including team scheduling, workflow allocation, and ensuring reliable technical support coverage during regular and after-hours periods.
- Champion continuous improvement initiatives to enhance service delivery, efficiency, and alignment with organizational best practices.
- Maintain strong ticket management practices, ensuring meticulous documentation, timely resolutions, and adherence to internal SLAs.
- Manage hiring, resource planning, and performance reviews to ensure the team’s capabilities and outcomes support broader organizational goals.
- Support the planning and execution of technology improvement projects, ensuring seamless implementation and user adoption.
Qualifications
- Minimum 5 years of management experience in an IT support, service desk, or service operations environment.
- Proven leadership and interpersonal abilities, with a demonstrated commitment to exceptional client service and team collaboration in a dynamic setting.
- Strong technical proficiency in troubleshooting computer hardware, software, and the Microsoft 365 suite.
- Highly organized, detail-oriented, and capable of effective decision-making while managing competing priorities with professionalism and discretion.
- Post-secondary education in Information Technology or a related discipline — or an equivalent combination of training and experience.
$115-130,000, full benefits, vacation, pension and bonus.
I really look forward to hearing from you, but please understand that I will only be contacting those that are applicable for the role!
Options Consulting Solutions is an equal opportunity employer and welcomes applications from all individuals. Applicants selected for an in-person interview will be asked whether specific accommodations are needed to support a personal disability.
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