Manager, Americas IT Service

Sophos Group; Canada; Remote; CAD 92,000 - 153,000; Full time

Job summary

An established industry player is seeking a skilled IT Manager to lead a dynamic team of engineers in providing top-notch IT support. This role involves direct management of a diverse team, ensuring seamless service delivery, and fostering a culture of continuous improvement. You will engage with business stakeholders across various regions, driving proactive support initiatives and optimizing IT processes. Join a forward-thinking company that values diverse perspectives and is committed to innovation and excellence in cybersecurity. If you are passionate about technology and team leadership, this opportunity is perfect for you.

Benefits

Remote-first working model

Employee-led diversity and inclusion networks

Annual charity initiatives

Global employee sustainability initiatives

Wellbeing days

Monthly wellbeing webinars

Qualifications

• Proven experience in ITIL and project management.
• Strong people management skills with a focus on continuous improvement.

Responsibilities

• Lead a team of 10 IT engineers to deliver exceptional service.
• Manage stakeholder relationships and oversee IT support delivery.

Skills

ITIL certification

Project Management certification

IT Service Desk experience

Asset management experience

SLA and KPI management

People management

Executive stakeholder management

Tools

Confluence

Jira

Servicenow

BMC Remedy

Freshservice

Excel

PowerBI

Job description

About Us

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary

Our IT teams support more than 5,000 end users within the business who rely on our technology and processes to enable them to be effective. We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be leading a team of engineers to deliver a best-in-class service, exceeding our end user expectations, for our Americas population.

You will hold direct line management responsibility for a team of 10 engineers based in North America, Canada, and India providing both remote and onsite support services. Our team’s range in skills and experience and you will provide coaching, skills and career development, guidance, and performance management to drive an industry leading end user experience and a top performing team.

You will be responsible for the relationship with our internal business stakeholders across varying business units and locations including ownership for IT support delivery to our executive team. You will need to understand the intricacies of how we operate globally, awareness of the crucial relationship IT plays in enabling our business to succeed, share best practice, identify improvement areas and drive proactive support opportunities where possible.

While you will have primary ownership for our Americas group, you and your team will be aligned to a “follow the sun” model where you will support non-Americas locations outside of their core business hours. You must partner with your regional colleagues to build a standardized, global, framework to enable a successful 24x5 operating model, identify and build best practice, automate, and find better ways of working to optimize our services and offerings.

What You Will Do

• Line management responsibility for ~10 Level 1, Level 2, and Level 3 IT engineers.
• Coaching, skills development, and performance management.
• Management of business escalations and ownership of resolution.
• Delivery of RCAs and improvement actions.
• Managing team and business communications.
• Managing regional and business stakeholder relationships.
• Management executive IT support relations, including proactive monitoring and resolution.
• Influence and coordinate the incident, problem, and change management process.
• Responsibility for regional opex spend and input to capex requirements.
• Ownership of joiner, mover, leaver for the Americas group, ensuring day 1 readiness.
• Regional process ownership including delivery of knowledge content consumed by both IT and the business.
• Drive continual improvement opportunities across the IT service business.
• Partnership with engineering and compute teams to identify and implement enhancements and better ways of working.
• Responsibility for regional and global SLAs and KPIs.
• Input to XLA implementation and recommendations.
• Hold monthly operational reviews with IT senior leadership, and regional senior leadership teams.
• Provide management information, actionable insights, and recommendations for improvement opportunities for user experience, resolution times, automation, integration and technology.
• Partnership with engineering and compute teams to identify and implement enhancements and better ways of working.
• Drive continual improvement opportunities across the IT service business.

What You Will Bring

• ITIL certified
• Project Management certified
• IT Service Desk and on-site services experience.
• Asset management experience.
• SLA and KPI identification, creation and negotiation experience.
• XLA understanding.
• Confluence and Jira experience
• ITSM knowledge and experience: Servicenow, BMC Remedy, Jira, Freshservice. Including workflow automation, reporting and dashboard implementation.
• Excel and PowerBI knowledge and experience of dashboard creation and management.
• Skilled people manager. Adapt at providing clear direction and driving a culture of continuous improvement.
• Experience managing executive level stakeholder relationships.

In Canada, the base salary for this role ranges from $92,000 to $153,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back –we encourage you to apply.

What's Great About Sophos?

Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.

Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit

Employee-led diversity and inclusion networks that build community and provide education and advocacy

Annual charity and fundraising initiatives and volunteer days for employees to support local communities

Global employee sustainability initiatives to reduce our environmental footprint

Global fitness and trivia competitions to keep our bodies and minds sharp

Global wellbeing days for employees to relax and recharge

Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos.