IT - Service Delivery Manager

Goway Travel; Toronto; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

A leading travel company in Toronto is seeking an IT Service Delivery Manager to lead their technical support team. This role involves managing support processes, ensuring high-quality service delivery, and driving team performance. The ideal candidate will have extensive experience in technical support, particularly within a Microsoft environment. This position offers a hybrid work arrangement after an initial onsite period, along with competitive benefits and opportunities for career growth.

Benefits

Competitive Salaries

Paid Personal Days

RRSP Matching

Comprehensive Health Benefits

Discounted Worldwide Travel

Qualifications

• 5-10 years of experience in technical support within a Microsoft environment.
• Proven experience managing and leading a technical support team.

Responsibilities

• Manage and lead the technical support team, providing guidance and coaching.
• Ensure timely resolution of customer inquiries and incidents.
• Continuously evaluate and enhance support processes.

Skills

Technical Troubleshooting

Customer Service

Microsoft 365

Education

ITIL Certification

Tools

IT Service Management Tools

Microsoft 365

AWS

Azure

Job description

Job Title: IT Service Delivery Manager (SDM)

Location: Toronto – ONSITE for first 3 months, after which a HYBRID arrangement will be accommodated

Job Type: Contract – 12 months, possible extension

Reports to: Director of Information Technology

About Goway Travel

Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams. From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. Despite major challenges in the travel industry, our strong foundations allowed Goway to forge ahead through innovation and investment in new technology. Still owned and operated by Bruce, with the support of his leadership board, our mission is to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees, offering tailored 4 and 5-star travel experiences in over 100 countries worldwide. At Goway Travel, we are more than just a company; we're a family of dreamers and doers, inspired by our founder’s journey.

Key Responsibilities

1. Manage and lead the technical support team, including L1 and L2 support representatives, providing guidance, coaching, and performance feedback.
2. Act as an escalation point for complex issues, providing hands-on support when necessary.
3. Ensure timely resolution of customer inquiries, issues, and incidents, maintaining high confidence in our service delivery.
4. Own support processes, workflows, and incident management.
5. Collaborate with cross-functional teams to resolve service delivery issues and improve protocols.
6. Develop and maintain a knowledge base with FAQs, troubleshooting guides, and best practices.
7. Build, train, and cultivate a high-performing support team aligned with company goals.
8. Continuously evaluate and enhance support processes to increase efficiency and customer satisfaction.

Qualifications

1. 5-10 years of experience in technical support within a Microsoft environment.
2. Strong knowledge of Microsoft 365 services (Exchange Online, SharePoint, Teams, OneDrive), configurations, and troubleshooting.
3. Proven experience managing and leading a technical support team.
4. Strong technical troubleshooting skills and ability to resolve complex issues.
5. Passion for delivering excellent support experiences and ensuring customer issues are resolved, even beyond the support team.
6. Understanding of support metrics and experience in driving team performance.
7. Experience with IT Service Management tools; ITIL certification is an asset.

Preferred Qualifications

1. Certifications such as Microsoft, ITIL, ITSM.
2. Experience with workflow design, asset management, and configuration management.
3. Familiarity with network technology in cloud and hybrid networks.
4. Experience with cloud services like M365, AWS, or Azure.

Working Conditions

1. Full-time contractual position with occasional after-hours troubleshooting or emergency support.
2. In-office presence required for the first 3 months, with remote work possible afterward.

The Goway Advantage

We’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. We offer competitive salaries, support incentives, paid personal days and birthdays off, RRSP matching, ongoing training, comprehensive health benefits, and opportunities for discounted worldwide travel. Grow your career with us and work with diverse teams across locations.

How to Apply

If you’re passionate about travel and innovation and want to be part of our results-oriented team, apply today to help us deliver the world to globetrotters everywhere. Click Apply Now!

Note: Goway Travel will never contact you via WhatsApp for recruitment or ask you to create accounts or install apps. Please disregard such messages and report them.

*All candidates will be given equal opportunity. Only those selected for interviews will be contacted.