Manager, IT Support - Toronto

TMX Group; Toronto; Hybrid; CAD 100,000 - 110,000; Full time

Job summary

TMX Group is seeking a Manager, IT Support to lead the Toronto and Markham IT teams, delivering high‑quality support across 700 desks. The role blends leadership with hands-on management of multi-site IT operations and strategic initiatives.

You will partner with global IT teams to standardize workflows, manage asset lifecycles, and drive sustainability in hardware procurement. Strong communication and cloud expertise are essential for success.

Qualifications

• 10+ years of business and IT support experience in enterprises.
• Strong leadership and ability to guide a team during high-stress outages or peak demand periods.
• Experience managing IT operations, service desks, or desktop support across multiple office sites.
• Experience with hardware inventory, local vendor relationships, and eco-conscious asset disposition.
• Experience with ServiceNow dashboards and metrics reporting.
• Broad technical knowledge across Windows, macOS, Linux, ChromeOS, and mobile OS.
• Understanding of network security fundamentals and SSO concepts.
• Experience with cloud solutions for the enterprise.
• Proven track record working with professional services partners.

Responsibilities

• Oversee IT Support delivery between Toronto and Markham offices, scaling resources for 700+ desks.
• Lead and mentor the IT Support team, ensuring coverage during peak periods.
• Act as the primary IT Support liaison for business units and participate in cross-functional projects.
• Collaborate with global IT teams to standardize workflows and troubleshooting procedures.
• Manage ticket lifecycle in ServiceNow and develop KPIs and dashboards.
• Oversee imaging, deployment, and ongoing support for Windows, macOS, Linux, and ChromeOS fleets.
• Deliver onboarding training for new hires for onsite and remote employees.
• Coordinate asset lifecycle from procurement to retirement with sustainability focus.
• Escalate and manage incidents as local escalation point.

Skills

IT leadership

ServiceNow experience

Multi-site management

Vendor management

Windows/macOS/Linux

Active Directory/SSO

Cloud solutions

Communication skills

Tools

ServiceNow

Active Directory

Job description

## Manager, IT Support - TorontoApply: Toronto - 100 Adelaide St W: Full time: Posted 2 Days Ago: R-6484**Venture outside the ordinary - TMX Careers**The TMX group of companies includes leading global exchanges such as the Toronto Stock Exchange, Montreal Exchange, and numerous innovative organizations enhancing capital markets. United as a global team, we’re connecting cross-functionally, traversing industries and geographies, moving opportunity into action, advancing global economic growth, and propelling progress. Through a rich exchange of ideas, meaningful collaboration, and a nimble operating model, we're powering some of the nation's most critical systems, fueling capital formation and innovation, bringing increased opportunity to business visionaries, product ingenuity to consumers, and career exploration to our team.**Ready to be part of the action?**The Manager, IT Support is a critical leadership role responsible for directing the IT Support teams and ensuring seamless service delivery across both the Toronto and Markham offices, supporting a footprint of over 700 desks. This role requires an operationally resilient leader with high-pressure tolerance, excellent multi-site logistical foresight, and a collaborative mindset to align local operations with global IT workflows. Additionally, the manager champions sustainable asset lifecycle management and actively partners with business units on strategic initiatives, including Mergers & Acquisitions (M&A) integrations and technical support transitions. This role is hybrid 4 days/week in the office - based in Toronto (100 Adelaide St W)### ****Multi-Site & Resource Management***** Oversee, maintain, and balance IT support delivery between the Toronto and Markham corporate offices, effectively scaling resources to support over 700 physical desks.* Manage scheduling to guarantee continuous physical staffing at the office \"Tech Bar\" during standard business hours across designated locations.* Lead, mentor, and manage the local IT Support team, fostering a supportive environment capable of handling high-demand periods and complex multi-site deployment logistics.### ****Business Unit Collaboration & Strategic Projects***** Act as the primary IT Support liaison for various business units, participating in cross-functional projects to ensure technical alignment with business needs.### ****Global Collaboration***** Partner with IT support managers and leads in other global regions to share experiences, standardize workflows, and refine troubleshooting procedures.* Actively participate in building a cohesive, interconnected global IT team that collaborates seamlessly across different time zones and locations.### ****Asset Management, Procurement & Sustainability***** Maintain accuracy of the IT equipment inventory across both the Toronto and Markham sites; oversee the localized procurement and purchasing of all hardware, software, and peripherals.* Manage the Toronto IT asset lifecycle (procurement to retirement) with a focus on environmental responsibility.* Partner with certified e-waste vendors to ensure old equipment is properly recycled, aiming to maximize sustainability initiatives, minimize environmental impact, and generate carbon credits where applicable.### ****Service Delivery & Device Management***** In collaboration with the IT Support Team Lead, oversee the ticketing lifecycle within ServiceNow, ensuring incidents, requests and Toronto office escalations are handled efficiently* Develop, maintain, and present ServiceNow dashboards, KPIs, and reports to track team activities, ticket volumes, and SLA compliance in Toronto region* Manage the imaging, deployment, and ongoing support for a diverse fleet of hardware: + Windows, macOS, Linux, and ChromeOS. + Tablets, smartphones, printers, and scanners.* Deliver and oversee comprehensive IT onboarding first day training to new hires, tailored for both onsite and remote employees.### ****Escalations & Crisis Management***** Act as the ultimate local escalation point for critical incidents, maintaining a calm, analytical demeanor under pressure.****Skills and Experience:********Must Have(s)***** 10+ years of business and IT support experience in enterprises* Proven ability to maintain focus, prioritize tasks, and guide a team effectively during high-stress operational outages, or peak demand periods.* Strong interpersonal skills to build bridges with peers and collaborate across cultural and regional boundaries.* Experience participating in business-driven IT projects.* Demonstrated success managing IT operations, service desks, or desktop support across multiple physical office sites supporting large-scale environments.* Experience managing hardware inventory across multiple locations, local vendor relationships, purchasing workflows, and eco-conscious asset disposition program logistics.* Experience working with ServiceNow, specifically in configuring dashboards and generating metrics/analytics reports.* Broad technical knowledge encompassing Windows, macOS, Linux, ChromeOS, and mobile operating systems (iOS/Android).* Understanding of Active Directory, SSO, network and security fundamentals.* Previous experience to deal with high-profile project deliverables and pressure by demanding user groups and project sponsors* Previous leadership and understanding of cloud solutions for the enterprise* Previous leadership and strategic understanding of user account administration principles on technology systems* Proven track record and business acumen working with professional services partners contracted to deliver solutions* Very strong verbal and written communication skills, including ability to convey issues and complex concepts at various levels**Salary Range: 100,000/year -110,000/year CAD**