Senior Manager, IT Operations

Armstrong Fluid Technology; Toronto; On-site; CAD 120,000 - 150,000; Full time

Job summary

Armstrong Fluid Technology is seeking an experienced IT leader to head the technical support team in Toronto. You will optimize daily helpdesk operations, drive SLA adherence, and implement modern ticketing workflows while aligning with ITIL and cybersecurity best practices.

You will bridge technical staff and business operations, lead service delivery initiatives, manage budgets for hardware, and continuously improve user support efficiency in a global, sustainability-focused company.

Qualifications

• University degree or equivalent required.
• 10 years of IT leadership experience.
• Knowledge of ITSM principles and IT regulations.

Responsibilities

• Lead and develop the IT support team and optimize helpdesk operations.
• Establish SLAs and modern ticketing workflows; analyze data for improvements.
• Bridge technical staff and business operations to improve customer service.

Skills

ITIL framework

Microsoft 365

Intune/AutoPilot

Cybersecurity

Infrastructure

Leadership

Communication

Problem solving

Education

University Degree or equivalent

Tools

Active Directory

Azure

Job description

Imagine working at the forefront of innovation in fluid-flow technology, with over 1,400 colleagues across the globe, and contributing to a legacy of excellence that spans eight manufacturing facilities on four continents. Armstrong Fluid Technology is more than just a leader in our industry; we are a community of the brightest and most creative minds, driven by a shared mission to engineer the future and safeguard our planet.

As part of our team, you'll be immersed in an environment that fosters growth, creativity, and collaboration. Here, you'll have the opportunity to push boundaries, tackle exciting challenges, and develop cutting-edge solutions that promote energy efficiency and reduce environmental impact. Every day offers the chance to make a meaningful contribution to a more sustainable future, driving innovations that help lower global carbon footprints. Together, we’re creating a legacy that goes beyond business—one that’s changing the world for the better.

In this role, you will lead and develop the technical support team, optimize daily helpdesk operations, and ensure the rapid resolution of all end-user hardware, software, and network issues. You will establish and track service level agreements (SLAs), implement modern ticketing workflows, and analyze support data to identify root causes and improve overall system training for employees. As the primary champion for user satisfaction, you will bridge the gap between technical staff and business operations, driving continuous improvements in customer service and technical support efficiency

Key Accountabilities

• Service Delivery: Ensure all IT services meet high standards and daily goals
• Team Leadership: Hire, train, and guide Tier 1 technical support staff
• Budget Planning: Build and manage the annual budget for employee hardware
• Incident Management: Fix tech outages fast and run root cause checks
• Security Compliance: Keep data safe and meet strict cyber security rules
• Vendor Management: Negotiate contracts with external tech suppliers as required
• Infrastructure Upgrades: Plan and launch new site infrastructure deployments
• Policy Development: Write and update rules for Helpdesk best practices
• Performance Metrics: Track system uptime and staff help ticket SLAs
• User Training: Manage, develop & delivery training for end users to drive technical adoption

What We’re Looking For

To thrive in this role, you should bring:

Education and Experience

• University Degree or equivalent.
• 10 years’ experience in a similar capacity
• Demonstrated knowledge of ITSM principles, general practices and IT regulations

Technical Skills

• ITIL Framework: Align actions & teams to IT service management best practices
• Microsoft 365 & Intune/AutoPilot management for employee on & offboarding.
• Cybersecurity: Ensure alignment to NIST best practices in team technical support
• Infrastructure: Manage new & existing facility setup & support of base infrastructure for hands & feet support.

Soft Skills

• Communication: Clearly explain technical subjects to non-technical audiences
• Stakeholder & VIP Support: Enable VIP white glove service & multiple department users
• Leadership: Support and motivate technical teams during high-stress outages
• Problem-Solving: Focus on long-term business goals rather than quick technical fixes
• Adaptability: Adapt quickly to rapid shifts in technology and cybersecurity threats

Why Armstrong Fluid Technology?

By joining us, you’ll become part of a global community dedicated to pushing the boundaries of fluid-flow technology while upholding Armstrong's commitment to sustainability. You’ll have endless opportunities to learn, grow, and make a significant impact on the world. Together, we'll build tomorrow’s solutions today.