Manager, IT Operations & Services

MatchBox Consulting Group; Vancouver; On-site; CAD 110,000 - 150,000; Full time

Job summary

MatchBox Consulting Group is seeking a Manager of IT Operations & Services to lead the Service Desk and Infrastructure teams in Vancouver. The role is a full-time, 37.5-hour per week position with 2 days on-site in Downtown Vancouver.

You will oversee IT operations, drive service improvements, and partner across ADS, QET, and Security to ensure reliable, secure platforms. You will coach staff, manage ITSM practices, and align with ITIL standards while delivering scalable end-user support and

Qualifications

• Bachelor's degree in IT or related field.
• 7+ years in IT operations, infrastructure, or service delivery.
• 3+ years leading enterprise infrastructure and user support teams.
• Strong knowledge of Azure/M365 and end-user computing.
• IAM, lifecycle processes, and access controls experience.
• ITSM/ITIL proficiency and cost optimization experience.
• Experience with IT service desk and multi-tier support.
• Experience with ITSM tools for incident/change/problem.

Responsibilities

• Leads IT Operations & Services staff, fostering a high-performing service culture.
• Strengthens collaboration between User Support and Infrastructure teams.
• Oversees workforce planning, performance management, and staff development.
• Owns full user support lifecycle across Tier 1–3 with triage and resolution.
• Oversees ITSM processes, metrics, and continuous service improvements.

Skills

IT leadership

Azure & Microsoft 365

ITIL

End-user support management

IT service management

Education

Bachelor's degree in Information Technology

Tools

ITSM tools

Job description

Our public sector client is looking for a Manager of IT Operations and Services to oversee the Service Desk and Infrastructure team.

Full time perm position with 37.5 hours/week. 2 days/week onsite in Downtown Vancouver.

Description

• Reporting to the Director, Information Technology (IT), you will provide people leadership and functional leadership across IT infrastructure and end-user support services, ensuring technology platforms and services are reliable, secure, scalable, and aligned with organizational needs.
• You will oversee the operation of enterprise technology platforms and user-facing IT services. The role applies strong service management practices, and leads teams responsible for delivering stable, high-quality IT services that support day-to-day operations and critical business cycles.
• You will partner closely with Application Development & Support (ADS), Quality Engineering & Testing (QET), Architecture, Security, Information Management, business teams and works with vendors, service providers and partners to drive delivery and continuous improvement of IT operational services across the organization.

Responsibilities

• Leads, develops, and coaches IT Operations & Services staff, setting clear expectations and fostering a high-performing, service-oriented culture.
• Builds cohesion between User Support and Infrastructure teams by strengthening collaboration, trust, communication, and shared ownership of service outcomes.
• Oversees workforce planning, performance management, staff development, and change leadership to support operational resilience.
• Owns the full user support lifecycle across Tier 1–3, ensuring consistent intake, triage, escalation, and resolution processes.
• Strengthens knowledge management, self-service capabilities, and user experience across IT user support functions.
• Improves onboarding, offboarding, access management, and service request fulfillment through service metrics, trends, and user feedback.
• Leads ITSM practices aligned with ITIL principles, ensuring incident, request, problem, and change processes are clearly defined, adopted, and effective.
• Oversees ITSM tools, workflows, reporting, and KPIs, using operational data to drive capacity planning and continuous service improvements.
• Leads the delivery and operation of secure, resilient, and scalable IT infrastructure and cloud-based platforms.
• Provides technical leadership across Azure services, networking, identity and access management, endpoint management, backup/restore, and platform monitoring.
• Oversees advanced technical escalations for infrastructure and platform services, ensuring timely issue resolution and effective root-cause analysis.
• Monitors and manage infrastructure risks and ensure readiness for critical business cycles.
• Stay current with evolving Azure capabilities and guide responsible adoption of new features.
• Partners with Architecture, Security, and Information Management to ensure operational alignment with security, privacy, and compliance requirements.
• Oversees identity and access management processes, including provisioning, de-provisioning, and role-based access controls.
• Maintains operational documentation, SOPs, runbooks, and audit?readiness materials.
• Manages relationships with vendors and service providers supporting infrastructure and end-user services.
• Oversees licensing and subscription management to ensure cost-effective, compliant use of technology services.
• Ensures vendor performance meets contractual obligations and operational service levels.
• Demonstrates a commitment to ongoing learning related to Indigenous cultural safety and humility and supporting organizational actions towards addressing indigenous-specific racism in BC’s health care system.
• Fosters and maintains an organizational culture that promotes equity, diversity and inclusion, mutual respect, teamwork, and service excellence.

Must have

• ?Bachelor’s degree in Information Technology, Computer Science, or a related field
• 7+ years of progressive experience in IT operations, infrastructure, or service delivery roles.
• 3+ years of experience in a people leadership or management role. Experience leading both enterprise infrastructure platforms and end-user support services teams
• Strong knowledge of enterprise IT infrastructure, modern infrastructure and cloud platforms, particularly Microsoft Azure and Microsoft 365, and end-user computing environments.
• Experience with identity and access management, user lifecycle processes, and role-based access controls.
• Experience managing software licensing, subscriptions, and technology costs, with a focus on optimization and value realization.
• Proficiency in IT service management frameworks, particularly ITIL, and their practical application.
• Experience managing IT service desk operations and multi-tier support models.
• Experience with ITSM tools for incident, request, change, and problem management.

Nice to have

• Experience providing IT operations support in a regulated or public sector or complex organizational environment
• Knowledge of Canadian colonial impacts on Indigenous people in social and health contexts, including social, economic, political, and historical realities impacting Indigenous communities and knowledge of Indigenous-specific anti-racism and accompanying reports (e.g. The Truth & Reconciliation Commission’s 94 Calls to Action (2015), the In Plain Sight Report (2020), and Reclaiming Power and Place’s Calls for Justice (2019))
• Demonstrated understanding of equity, diversity, inclusion, and cultural humility as they apply to health care

About MatchBox

Headquartered in downtown Vancouver and serving clients nationally, MatchBox is one of the leading recruitment and solutions firms that specializes in the fields of IT & Technology, Engineering & Technical, Real Estate & Construction, and Accounting & Finance. We offer unrivaled expertise with our team's extensive experience in the recruitment and professional services industry. We are dedicated to building great connections and creating strong opportunities within the workforce and the labor market.

Equal Opportunities

MatchBox is committed to providing equal opportunities for all applicants. We welcome and encourage applications from people of all backgrounds, including members of minority groups such as racialized individuals, people with disabilities, LGBTQ+ individuals, and Indigenous peoples. It is a priority for us that all candidates are treated fairly and without discrimination. Our recruitment teams receive ongoing training on using objective criteria for evaluating candidates and other related topics to create an inclusive and welcoming environment for all.

Work Permits

Please note that we require all interested candidates to obtain the necessary work permits from the Government of Canada prior to submitting an application. This position is open exclusively to individuals residing in Canada and legally authorized to work in Canada. Applications not meeting these criteria will not be considered.

Further Consideration

We receive a high volume of applications and are only able to contact candidates who are selected for further consideration.

Find out more at www.matchboxhr.com