IT Operations Manager

STACK IT Recruitment; Toronto; Hybrid; CAD 110,000 - 130,000; Full time

Benefits offered by this job

Comprehensive benefits coverage

RRSP matching and stock options

Time off: vacation, wellness days, etc

Job summary

STACK IT Recruitment is seeking an IT Operations Manager in the Greater Toronto Area, Hybrid. Lead IT support operations, build a high-performing team, and own service delivery metrics. Focus on automation, knowledge management, and cross-functional collaboration to improve the employee IT experience.

The role emphasizes operational ownership and strategic ITSM improvements, with a competitive salary and comprehensive benefits. Prioritize CSAT and SLA excellence in a growing organization.

Qualifications

• 5+ years IT operations or service delivery leadership.
• Strong ITIL/ITSM knowledge: incidents, problems, requests.
• Hands-on with ServiceNow or Jira Service Management.
• Proven escalations, major incidents, and SLA management.
• Data-driven with KPI improvements.
• Experience scaling service desk in fast-paced environments.

Responsibilities

• Lead day-to-day IT support operations with solid SLAs.
• Coach and develop a high-performing, customer-focused team.
• Oversee queues, priorities, escalations, and major incidents.
• Own IT service KPIs and reporting (response/resolution, CSAT).
• Develop and execute service desk strategy aligned to biz needs.
• Govern incident, problem, and request management (ITIL).
• Improve delivery via automation, self-service, knowledge mgmt.
• Collaborate with infra, apps, security, and business teams.
• Manage ITSM tools for scale, visibility, improvement.
• Oversee IT support across multiple office locations.

Skills

Leadership

ITIL/ITSM

ServiceNow

Jira Service Mgmt

SLA Management

KPIs

Stakeholder Management

Automation

Tools

ServiceNow

Jira Service Management

Job description

What if you could shape how an entire organization experiences IT, not just solve tickets?

We're looking for an experienced IT Operations Manager to lead day-to-day IT support while building scalable, efficient, and user-focused operations.

This is a leadership opportunity for someone who enjoys balancing people, processes, technology, and business needs, with the ability to make a meaningful impact on how IT services are delivered across the organization.

Who You Are:

You're an experienced IT support or service delivery leader who knows how to build strong teams, improve processes, and keep service delivery running smoothly. You're comfortable managing escalations, working across technical teams, and using data to identify where IT operations can become faster, smarter, and more effective.

You also have a forward-looking mindset and are interested in using automation, self-service, and emerging technologies to continuously improve the employee experience.

Work Type:

• Location:Greater Toronto Area, ON(Hybrid-3 daysa weekin the office)
• Vacancy Type:This role reflects a newly created position

What You’ll Do:

• Lead day-to-day IT support operations, ensuring strong service levels and a positive end-user experience.
• Manage, coach, and develop a high-performing, customer-focused support team.
• Oversee ticket queues, priorities, escalations, and major incidents while keeping stakeholders informed.
• Own IT service KPIs and reporting, including response and resolution times and CSAT.
• Develop and execute the service desk strategy and roadmap in line with business needs.
• Govern key ITIL processes, including incident, problem, and request management.
• Improve service delivery through automation, self-service, knowledge management, and modern support technologies.
• Partner with infrastructure, applications, security, and business teams to resolve issues and improve IT service delivery.
• Manage and optimize ITSM tools to support scale, visibility, and continuous improvement.
• Oversee IT support operations across multiple office locations.

What We’re Looking For:

• 5+ years of experience in IT support or service delivery leadership, including team leadership and development.
• Strong knowledge of ITSM/ITIL, particularly incident, problem, and request management.
• Hands‑on experience with ITSM platforms, such as ServiceNow or Jira Service Management.
• Experience managing escalations, major incidents, and SLA performance.
• Strong stakeholder management, communication, and customer service skills.
• A data‑driven mindset with experience using KPIs to improve IT operations.
• Proven ability to improve and scale service desk operations in a fast‑paced environment.
• Strong cross‑functional collaboration skills across infrastructure, applications, security, and business teams.
• Interest in AI and emerging technologies and their potential to improve IT service delivery.

What Makes This Role Exciting?

• Operational Ownership: Take ownership of the systems, processes, and people that shape the day‑to‑day IT experience.
• Build for Scale: Help evolve IT operations, ITSM processes, and support capabilities as the organization grows.
• Modernize IT Support: Explore automation, self‑service, AI, and modern support technologies to make IT more efficient.
• Cross‑Functional Impact: Work closely with technical and business teams to improve service delivery across the organization.
• People Leadership: Build and develop a strong support team while creating a culture focused on service quality and continuous improvement.
• Meaningful Influence: Have a direct role in shaping the way IT services are delivered and experienced across the business.

• Salary:$110,000-$130,000
• Comprehensive benefits coverage that supports your health, wellbeing, and day‑to‑day peace of mind
• RRSP matching and stock options, so you’re not just contributing to growth, you’re part of it
• Time off that actually lets you reset, including vacation, wellness days, personal days, and summer Fridays
• Flexible spending accounts designed to support real life, whether that’s health, family, or lifestyle needs

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We’recommitted to diversity and inclusion.Needaccommodation during the hiring process? Let usknow,we’rehere to support you!

AI Use Disclosure:

STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisionsremainhuman-led.