Manager, IT Support Services & Security

AgeCare; Mississauga; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

A leading healthcare provider in Canada is seeking a Manager, IT Support Services & Security to oversee IT operations and cybersecurity. The ideal candidate will manage outsourced IT support, ensuring quality service and compliance. With over 5 years of experience required, this role offers a competitive salary and a hybrid work environment.

Benefits

Competitive salary

Health benefits

Paid time off

Opportunities for training and education

Supportive culture

Qualifications

• 5+ years of progressive IT support experience, including at least 2 years in a leadership or security-focused role.
• Strong background in IT service management, vendor oversight, and cybersecurity.

Responsibilities

• Manage outsourced Help Desk for exceptional service.
• Develop IT Standard Operating Procedures for consistency and compliance.
• Coordinate vendor-led initiatives.
• Oversee day-to-day IT operations and security infrastructure.

Skills

IT service management

Cybersecurity governance

Vendor oversight

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

Windows 11

Microsoft Azure

Microsoft 365

Active Directory & Group Policy

Extreme Networks

Fortinet

Bitdefender

Job description

The Opportunity

The Manager, IT Support Services & Security oversees AgeCare’s outsourced IT support operations while protecting the organization’s digital assets, systems, and data from internal and external threats. This dual role combines IT service delivery management with cybersecurity governance to ensure secure, reliable, and user-focused technology across all AgeCare locations.

Reporting to the Director, Strategy and Information Technology, the Manager partners with our Help Desk provider to drive service excellence through performance monitoring, KPI/SLA oversight, and end-user feedback. The role also supports technology planning, standardizes IT processes, and coordinates vendor-led initiatives aligned with clinical and organizational priorities — all while fostering a culture of safety, reliability, and high-quality resident care.

This position offers a hybrid work arrangement.

What You Will Do

• Manage our outsourced Help Desk to deliver exceptional, responsive service. Track SLAs, monitor KPIs, analyze trends, and ensure end-user satisfaction across all AgeCare locations.
• Develop, implement, and refine IT Standard Operating Procedures (SOPs) to maintain consistency, compliance, and operational excellence.
• Coordinate vendor‑led initiatives and ensure smooth delivery of system changes, upgrades, and support projects.
• Contribute to our evolving technology roadmap, focusing on modernization, security, and a seamless user experience.
• Oversee both day‑to‑day IT operations and the security infrastructure protecting our digital assets — from firewalls to endpoint protection.
• Manage IT support budgets, assets, and vendor contracts with a focus on value, performance, and sustainability.
• Promote systems and practices that enable secure, high‑quality care delivery for residents and staff alike.
• Design and implement cybersecurity policies, training, and governance frameworks.
• Monitor network and endpoint activity in collaboration with SOC and managed service providers.
• Oversee contracted services (Fortinet, Proofpoint, Bitdefender, etc.) to ensure strong defense and compliance.
• Conduct regular audits, risk assessments, and disaster recovery readiness exercises.
• Partner with internal leaders and external vendors to proactively identify and mitigate security risks.

What You Bring

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent combination of education and experience).
• 5+ years of progressive IT support experience, including at least 2 years in a leadership or security‑focused role.
• Strong background in IT service management, vendor oversight, and cybersecurity governance.

Technical Expertise In

• Windows 11
• Microsoft Azure
• Microsoft 365
• Active Directory & Group Policy
• Extreme Networks
• Ubiquiti
• ManageEngine
• Chrome Enterprise
• Proofpoint
• Fortinet
• BlackBerry UEM
• Ninja One
• Bitdefender
• PointClickCare
• Cyrebro SOC

Certifications (Preferred)

• CompTIA Security+
• CISSP
• ITIL Foundation
• Microsoft Certified: Azure Security Engineer Associate

What We Offer

• Competitive Pay & Benefits: Competitive salary with health benefits and paid time off.
• Career Growth: Opportunities for training, education, and advancement.
• Supportive Culture: A diverse and inclusive HR team.
• Meaningful Work: Your HR work supports staff wanting to bring their best selves to work and provide best care for the resident population we serve.
• Recognition: Your hard work is celebrated and rewarded.

About AgeCare

For over 25 years, AgeCare has been dedicated to creating vibrant and supportive communities, providing high‑quality care and fostering meaningful connections. With over 50 communities across Alberta, BC and Ontario, we offer a comfortable, home‑like atmosphere where residents can age with dignity and respect. Guided by our values of trust, quality, respect and teamwork, our compassionate and dedicated team is at the core of our success, ensuring that residents enjoy a rich quality of life in an environment tailored to their needs.

Ready to Make a Difference?

Apply today! At AgeCare, we value diversity and inclusion and encourage all qualified individuals to apply. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Work Location: AgeCare Corporate Calgary or Mississauga

Address: 19655 Walden Blvd SE, Calgary, AB T2X 0N7

Employment Type: Regular Full Time - Hybrid

If you’re motivated by the privilege of serving our seniors with dignity, respect and compassion, come join us!