Manager, IT Support - Toronto

tmx; Toronto; Hybrid; CAD 100,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

TMX invites an experienced IT Support Manager to lead multi-site operations across Toronto and Markham. You will direct IT support for 700 desks, align with global IT workflows, and champion asset lifecycle and sustainability initiatives.

Key success includes coordinating with business units, mentoring the local team, and optimizing ServiceNow dashboards and metrics for SLA adherence.

Qualifications

• 10+ years of IT operations and support leadership experience.
• Proven ability to lead multi-site IT teams during high-demand periods.
• Strong collaboration across business units and regions.

Responsibilities

• Oversee IT support between Toronto and Markham offices for 700 desks.
• Lead local IT Support team and multi-site deployment logistics.
• Partner with global IT teams to standardize workflows.
• Manage asset lifecycle, procurement, and eco-conscious disposal.

Skills

IT leadership

Multi-site coordination

ServiceNow

Asset management

Vendor management

Windows

macOS

Linux

ChromeOS

Active Directory

Tools

ServiceNow

AD DS

Job description

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 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 fundamenta