Manager, Information Technology (IT) Toronto, ON

Open Farm Inc.; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A fast-growing pet food company in Toronto seeks a Manager for IT Operations to lead and optimize technology services for ~120 employees. This role involves troubleshooting, project management, and strategic planning. The ideal candidate should have over 5 years of IT operations experience and a strong background in cloud systems and security. Join a company that prioritizes sustainable practices and fosters a culture of collaboration and community.

Benefits

Comprehensive healthcare coverage

RRSP plans with company match

Great office culture

Discounts for pet care

Wellness and personal days

Volunteer days

Qualifications

• 5+ years of IT operations experience, with proven hands-on technical expertise.
• Experience balancing strategic IT planning with day-to-day troubleshooting.
• Familiarity with AI tools for knowledge management is preferred.

Responsibilities

• Serve as the primary point of contact for all IT needs.
• Lead and prioritize IT support operations.
• Develop and maintain an AI-powered support portal.

Skills

IT operations experience

Technical expertise

Microsoft 365

Azure

Enterprise networking

IT security

Proactive problem-solver

Strong communication skills

Adaptability

AI tools for knowledge management

Education

ITIL certification or equivalent

Tools

IT ticketing systems

Endpoint security solutions

Cloud administration tools

Job description

Overview

At Open Farm we are transforming the way people feed their pets, with a focus on producing premium, healthy food and treats, all ethically sourced from farm-to-bowl. Headquartered in Toronto with team members across the US, Open Farm is one of the fastest growing CPG companies in North America. We believe that the best foods are made with consciously sourced, top-quality ingredients from farmers and fisheries who believe in doing good for all animals and the environment.

The Manager, IT Operations will lead and execute all aspects of Open Farm’s technology operations, supporting ~120 employees across a hybrid work environment. You will be the go-to person for anything and everything technology-related — from troubleshooting a laptop in the Toronto office to designing secure cloud infrastructure. This role requires a hands-on leader who is equally comfortable solving day-to-day issues, managing critical projects, and guiding our IT Administrator to deliver exceptional service.

Responsibilities

• Serve as the primary point of contact for all IT needs, addressing both in-person and remote issues directly when required.
• Lead and prioritize IT support operations by guiding the IT Administrator, while stepping in as needed to resolve tickets, configure systems, and troubleshoot urgent problems.
• Manage and optimize the IT ticketing system, ensuring timely, effective, and trackable resolution of issues.
• Develop and maintain an AI-powered support portal and knowledge base to empower employee self-service.
• Oversee office infrastructure, including internet, networking, and related systems, ensuring reliability and security.
• Procure, configure, and deploy hardware and software for new hires and equipment replacements.
• Manage the full lifecycle of company devices (imaging, monitoring, patching, shipping, retrieval).
• Administer and enhance core business platforms, including Microsoft 365, Azure, and related systems.
• Conduct regular cybersecurity reviews and implement best practices across processes, hardware, and software.
• Maintain and scale cloud infrastructure, ensuring uptime, security, and cost-effectiveness.
• Manage vendor relationships, contracts, and renewals for IT products and services.
• Lead IT projects such as hardware refreshes, cloud migrations, and infrastructure upgrades from planning through execution.
• Deliver IT and security training to employees to promote awareness and compliance.
• Provide on-call support for critical incidents and after-hours emergencies when required.
• All other duties as assigned.

Qualifications

• 5+ years of IT operations experience, with proven hands-on technical expertise across hardware, software, networks, and cloud systems.
• Experience balancing strategic IT planning with day-to-day troubleshooting and service delivery.
• Expertise in Microsoft 365, Azure, enterprise networking, and IT security.
• Strong skills in hardware provisioning, configuration, and asset management.
• Experience managing and improving IT ticketing systems.
• Knowledge of endpoint security, patch management, and cloud administration.
• Familiarity with AI tools for knowledge management and user support (preferred).
• ITIL certification or equivalent process management experience is a plus.
• Thrives in a role where no task is too big or too small — from executive-level planning to basic troubleshooting.
• Proactive problem-solver who takes ownership and gets things done.
• Highly adaptable, able to switch between strategic initiatives and urgent support needs seamlessly.
• Strong communicator with excellent people skills.
• Committed to Open Farm’s mission and values.

What we offer you

• An opportunity to grow, develop, and thrive within a mission-driven, dynamic, and fast-growing company, alongside thoughtful and passionate individuals dedicated to their work and community
• Comprehensive healthcare coverage and RRSP plans with company match
• Great office culture (with lots of adorable pets!) where your pet interrupting video calls or in-person meeting is the norm
• Discounted food, apparel and insurance for your furry family members
• In addition to your PTO, we offer company-wide wellness days and personal days to support your wellbeing
• Volunteer days to give back to our community

Hybrid Work

At Open Farm, we believe in the power of collaboration, meaningful connections, and enjoying our work together—furry friends included! That’s why we’ve adopted a structured hybrid approach that allows you the benefit of a reduced commute while still building strong workplace relationships. Currently, all employees are expected to be in the office two days per week at minimum, with Tuesday and Thursday as our anchor days. In addition to this, each month our Leadership team dedicates three consecutive days onsite to continue to foster alignment and connection across the team. During this time we expect everyone to join us in person to do the same. Please note: our hybrid approach may evolve over time as we adapt to the needs of our team and business.

Our Values

We Raise the Bar | We Open the Barn Doors | We Graze Lightly | We Are Customer Obsessed | We Are One Team | Win-Win Partnerships

Open Farm values diversity in its workforce and encourages applications from all qualified individuals. Applicants requiring a disability-related accommodation at any stage of Open Farm's recruitment process should contact [e-mail]. As required by legislation, Open Farm will consult with applications requesting such an accommodation to ensure that Open Farm's recruitment process takes into account their accessibility needs.

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