IT Specialist / Service Delivery Manager

Tim Hortons Foundation Camps; Cambridge; On-site; CAD 70,000 - 90,000; Full time

Job summary

A charitable organization is seeking an IT Specialist / Service Delivery Manager to oversee technical services across multiple camp sites. This role involves managing IT infrastructure, ensuring cybersecurity, and providing end-user support. The ideal candidate will have extensive experience in IT service management and a passion for empowering youth through technology. This position requires on-site presence in Southern Ontario, with potential for limited travel across North America.

Qualifications

• Five years hands-on experience with IT and end user support services in an organization.
• Proven ability to manage service levels and performance for a third-party outsourcer partner.
• Ability to coordinate, lead, and work within a team.

Responsibilities

• Manages daily vendor performance and SLA adherence.
• Provides end-user support for all IT services.
• Ensures the effective operation of endpoints, network hardware, applications, and data storage.

Skills

IT Infrastructure management

Cybersecurity

Customer service

Vendor management

Communication skills

Troubleshooting skills

Microsoft-based administration

Education

Post secondary education related to role

Tools

Microsoft 365

Azure

Active Directory

Job description

Overview

Tim Hortons Foundation Camps help youth from underserved communities achieve their full potential through multi-year overnight camp experiences. Whether at camp or back home in their communities, our youth work to build social emotional leadership and innovation skills and behaviours like volunteerism and motivation to learn so they become civically and academically engaged and successfully transition to adulthood.

At Tims Camps we are catalysts for good - helping our youth participants and teammates be the best they can be developing personal and career growth. We empower young people with skills to open doors to their future. That is our North Star and together we help shape leaders that build stronger communities.

Job Summary

The IT Specialist / Service Delivery Manager is a hands-on role that is responsible for all technical services including LAN / WAN and cloud technology architectures hardware operations technical project management technical administration and end-user support services for six Tims Camps sites across North America as well as our home office location in St. George ON.

Work Location: This role will be based onsite at the Foundations Home Office location in St. George Ontario 5 days per week. Limited travel across North America may be required.

Offer type: Permanent

Anticipated start date: As soon as possible

Posting Type: Internal and External

Key Responsibilities

• Technical Subject Matter Expert for IT Infrastructure and Cybersecurity.
• Owns IT Service Management discipline maintain incident problem change and configuration management.
• Manages daily vendor performance SLA adherence.
• Responsible for chairing daily stand up and monthly service review meetings with vendor.
• Regular review with Security Operations Center (SOC) and track and validate vulnerability management and security hardening of assets.
• Lead any security related incidents with support from the Director I.T.
• Ensure vendor is updating knowledge base and regular review of process procedures and policies.
• Provides end-user support and ad hoc support for all I.T. services and hardware remote and in person.
• Consistently provides excellent customer service to support foundation staff members in their productive use of technology.
• With our service partners maintain and enhance network and cloud architecture to improve the flow of information within Tims Camps physical locations.
• Administers Microsoft 365 and Active Directory tenants.
• Administers Microsoft Azure Infrastructure as a Service tenant and familiar with cost management for cloud services.
• Ensures the effective operation of endpoints network hardware applications and data storage VoIP and provides support to home office and camp staff needing assistance with these tools and programs.
• Networking administrative experience ideally with Extreme Networks Cisco and SD-WAN.
• Ensures the safeguarding and security of electronic data through control of access to data reliable backup procedures archiving processes and disaster recovery plans.
• Contributes to the development and upgrade of IT standards related to security and software utilization.
• Support or lead any IT related projects.
• Works with the camp teams operations and the Digital IT team to develop recommend and implement plans for improving network access and utilization at camps.
• Develops and submits for approval capital replacement plans for IT equipment.
• Support head of Digital IT in building annual budgets and special project timelines solicits donated IT resources and ensures all expenditures fall within approved budget guidelines.
• Maintain relationships and participate in selection for service providers and vendors.
• Manages inventory of all computer and network hardware and software; coordinates ordering installation and provision of equipment to sites and users.

Does this sound like you

• Post secondary education related to role or equivalent experience.
• Five years hands-on experience with IT and end user support services in an organization.
• Proven ability to manage service levels and performance for a third-party outsourcer partner.
• Familiarity with Microsoft-based administration (local and cloud tenants).
• Azure services and Entra ID experience.
• Strong written and oral communication skills.
• Strong organizational and planning skills proven customer service skills.
• Highly motivated individual with a high degree of initiative and commitment to continuous learning.
• Highly developed troubleshooting skills with limited resources.
• Ability to manage priorities and work effectively during periods of high volume.
• Ability to coordinate lead and work within a team.
• Ability to travel through North America and to all Canadian work locations.
• Acceptable criminal background check

Additional skills that would be considered an asset

• Experience with Cybersecurity Frameworks such as NIST or CIS. Active certification is an asset.
• Experience with Zero Trust Networks including CASB and SASE.
• Microsoft Certification Office 365 Active Directory Domain Service and / or Azure experience.
• Bilingual English / French
• Previous work experience in a non-profit or camp environment.

Application Instructions

Applicants who apply by September 9 2025 at 3:00 pm EST will be given priority. This posting will remain live until it has been filled. Be sure to apply as soon as possible to ensure you are considered.

Were Great Place to Work Certified.

Tim Hortons Foundation Camps is proud to be Great Place to Work certified for the fifth year in a row.

Commitment to Equity Diversity & Inclusion

Tim Hortons Foundation Camps is committed to a fair and inclusive work environment and seeks talent with a diversity of life experiences and perspectives. We are an equal opportunity employer that hires talent regardless of age race creed color religion national origin ancestry marital status affectional or sexual orientation gender identity or expression disability nationality sex status as a protected veteran or any other legally protected grounds and will not discriminate on these bases.

If you have special accessibility requirements that need to be considered during the recruitment process please let us know by emailing us at and a member of our HR team will get back to you. Information received relating to the accommodation needs of applicants will be addressed confidentially.

Land Acknowledgement

Onondaga Farms operates on land set aside for the Haldimand Tract which includes six miles on each side of the Grand River; land promised to the Haudenosaunee (Hoe-dee-noshow-nee) people of The Six Nations The Attawandaron (At-ah-won-der-on) and Anishinaabe (An-ish-in-aabe). We recognize this is the traditional territory of the Mohawk Cayuga (Kye-yoo-ga) Seneca (Seh-neh-kah) Oneida (Oh-nigh-da) Tuscarora (Tusk-ahroar-ah) Wyandot (Wy-an-dot) Mississauga Mississaugas of the Credit First Nation and Onondaga peoples.

Required Experience

Manager

Key Skills

Children Activity,Electrical Engineering,Financial Services,Estimation,Airlines,Asic

Employment Type Full Time

Experience years

Vacancy 1