Manager, Information Technology

Embark Student Corp.; Mississauga; Hybrid; CAD 110,000 - 130,000; Full time

Job summary

A technology-focused educational organization in Mississauga seeks an experienced IT Manager to lead the internal technology operations. The ideal candidate will manage help desk services, oversee application support, and ensure operational efficiency in a hybrid work environment. Strong leadership and IT support experience are required for this role, which involves mentoring the support team and collaborating with other departments to enhance service delivery.

Qualifications

• 5+ years of progressive experience in IT support or systems administration.
• 2+ years in a leadership role managing technical support personnel.
• Deep understanding of ITIL/ITSM best practices.
• Proficiency with help desk platforms and enterprise applications.

Responsibilities

• Lead and mentor the IT support team to ensure effective performance.
• Oversee daily help desk operations and incident response.
• Manage application support lifecycle for critical applications.
• Collaborate with security and DevOps teams for compliance.

Skills

IT support experience

Leadership

Help desk operations

Customer service

SaaS application support

Communication skills

Tools

Zendesk

Jira Service Management

ServiceNow

Job description

Manager, Information Technology

Department: Technology

Employment Type: Full Time

Location: Head Office

Reporting To: Director, Information Technology Infrastructure

Compensation: $110,000 - $130,000 / year

Description

Exciting news! Embark is moving its headquarters to the financial district in Toronto, ON. effective Q2 2026! Until then, our office remains in Mississauga, near Square One and the hybrid work model remains the same (in-office on Tuesdays and Wednesdays of each week).

We’re looking for a strategic and hands-on IT Manager to lead our internal technology operations, including help desk services, end-user support, and business application support. This role is critical to ensuring our employees have the tools, access, and technical assistance they need to succeed in a fast-paced and digital-first environment.

As Manager of IT, you’ll lead the IT support team, oversee application lifecycle support, and ensure operational efficiency, security, and service quality across the organization. This role blends leadership, systems knowledge, and customer service to keep our technology environment running smoothly while enabling productivity across the organization.

Key Responsibilities

Team & Leadership

• Manage and mentor the help desk and application support team, ensuring high levels of performance and customer satisfaction.
• Set performance goals, provide coaching, and conduct regular evaluations.
• Develop and maintain standard operating procedures and escalation paths.
• Participate in change management and incident response processes to reduce system downtime and disruptions.
• Create and maintain documentation, runbooks, FAQs, and knowledge base articles to empower self-service and training.

Help Desk Operations

• Oversee the day-to-day operation of the IT help desk, ensuring timely response to incidents, service requests, and end-user issues.
• Monitor and manage SLAs, KPIs, and user satisfaction metrics to continuously improve support delivery.
• Ensure 1st and 2nd level support coverage across time zones (if applicable).
• Develop knowledge base and documentation for efficient issue resolution and self-service.

Application Support

• Own the support lifecycle for business-critical applications—ensuring quick resolution, root cause analysis, and clear communication
• Work with vendors and internal teams to troubleshoot, escalate, and resolve application issues.
• Partner with engineering, DevOps, and third-party vendors for deeper issue troubleshooting and resolution.
• Maintain user access, licenses, and configurations for enterprise tools.
• Support application onboarding, patching, and routine maintenance cycles.

IT Operations & Infrastructure

• Collaborate with security, DevOps, and infrastructure teams to ensure device and system compliance.
• Lead the onboarding and support of new tools or systems (SaaS, enterprise apps, internal platforms).
• Support IT asset management, procurement, and lifecycle tracking.
• Manage license inventories, user access, and integrations for supported applications.
• Participate in audits, access reviews, and compliance initiatives.
• Lead or assist in technology rollouts and change management initiatives.

Continuous Improvement

• Identify areas to automate or streamline IT processes.
• Evaluate and implement new tools, technologies, or best practices.
• Monitor trends and recommend enhancements to systems and service delivery.

Skills, Knowledge and Expertise

• 5+ years of progressive experience in IT support, systems administration, or technical operations.
• 2+ years in a leadership or team lead role managing technical support personnel.
• Deep understanding of help desk operations and ITIL/ITSM best practices.
• Proficient with help desk platforms (e.g., Zendesk, Jira Service Management, ServiceNow, Sysaid).
• Experience supporting enterprise and SaaS applications (e.g., Microsoft 365, Salesforce, Slack, Atlassian, etc.).
• Strong working knowledge of SaaS applications and enterprise platforms.
• Experience with user support, endpoint management, and asset tracking tools.
• Familiarity with security and compliance standards.
• Familiarity with access management, SSO, ticketing systems, and remote support tools.
• Excellent leadership, communication, problem-solving skills and customer service skills.
• Ability to thrive in a fast-paced, collaborative, and remote-friendly environment.

Nice to Have

• Experience in a fintech or highly regulated environment.
• Familiarity with SQL, basic scripting, or log analysis for application-level support.
• Exposure to cybersecurity tools or compliance frameworks (SOC 2, ISO 27001, etc.).
• Experience supporting remote and hybrid teams.