Manager II, IT Support, IT Services, Global Service Desk

Amazon; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading technology company in Toronto is seeking a Manager II for IT Services Support to oversee team development and IT operations. The ideal candidate has extensive experience in managing technical teams and driving process improvements in a fast-paced environment. Responsibilities include supervising staff, meeting service agreements, and coordinating projects. A Bachelor's degree and knowledge of Linux or Unix systems are required. This role offers a dynamic work environment focused on innovation and team success.

Qualifications

• 5+ years of developing a team of technical professionals across multiple locations.
• 2+ years of leading technology teams as an operations manager.
• Knowledge of Linux or Unix systems administration.

Responsibilities

• Lead a team of Support Engineers and drive process improvements.
• Measure and maintain the team's Service Level Agreements (SLA).
• Coordinate various projects in an operational environment.

Skills

Team management

Process improvement

Technical communication

Linux or Unix knowledge

Education

Bachelor's degree or equivalent experience

Tools

System management tools

Job description

At Amazon, we strive to be Earth’s most customer-centric company where we can find and discover anything we want to buy online. We hire the world’s brightest minds, offering them an environment in which one can relentlessly improve the customer experience. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.

Amazon's IT Services Support team provides highly-available IT support for Amazon employees worldwide. We provide support for all used client applications, operating systems, email, VPN, mobile devices, and common collaboration services such as SharePoint and Exchange. Our customers may engage us via phone, chat, or trouble ticketing.

Key Job Responsibilities

• Leading a team of Support Engineers. Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonian's.
• Measuring, monitoring, and maintaining the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Coordinating a variety of projects in an operational environment.
• Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
• Developing and maintaining policies, procedures, and processes.
• Hiring, developing, and retaining great talent.
• Reducing contacts through process improvement and root cause analysis.
• Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.

A Day in the Life

As a Manager II, ITS (GSD) you will primarily focus on people management and team development while supporting our IT operations. The role demands interpersonal skills as you will supervise, mentor, and evaluate ITS Associates and Engineers. In a typical day, you will meet team members for one-to-one coaching or development conversations, review customer interactions, performance reports, and ensure effective professional development of team members. While maintaining technical oversight of systems and projects, the ITS Manager II’s core function revolves around building and maintaining high-performing teams, fostering a positive work environment, and developing staff capabilities.

Basic Qualifications

• 5+ years of developing a team of technical professionals across multiple locations experience
• 2+ years of leading technology teams as a information technology operations manager experience
• Bachelor's degree, or 4+ years of professional or military experience
• Knowledge of Linux or Unix systems administration

Preferred Qualifications

• Knowledge of hardware architectures
• Experience with system management tools and client/server environments

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Posted: November 5, 2025 (Updated 8 days ago)