Manager End User Services

Options Consulting Solutions provided pay range

This range is provided by Options Consulting Solutions. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$115,000.00 / yr - CA$130,000.00 / yr

Manager, IT Support & Service Operations

Full-Time

5 Days in office - Downtown

A unique opportunity to lead with impact.

Put your leadership, technical expertise, and strategic project management skills to work in a role where client service excellence is more than a value — it’s the foundation of the organization’s culture. Our client, a respected industry leader, is seeking an experienced Manager to oversee a high‑performing team dedicated to delivering exceptional technical support to their internal staff.

This is a chance to join an organization that prides itself on inclusivity, equity, collaboration, and service excellence , and to directly influence the effectiveness of their day‑to‑day operations.

The Role

You will lead a team that provides centralized technical support, including service desk operations as well as first‑ and second‑level support delivered both onsite and remotely. This position requires a hands‑on, people‑first leader who can balance operations, coaching, planning, and continuous improvement, while fostering a supportive, high‑accountability culture.

Key Responsibilities

• Serve as the primary escalation point and subject matter expert for complex technical issues, ensuring timely and effective resolutions.
• Lead, mentor, and develop team members through coaching, performance management, and ongoing feedback to support engagement, growth, and operational excellence.
• Oversee daily operations, including team scheduling, workflow allocation, and ensuring reliable technical support coverage during regular and after‑hours periods.
• Champion continuous improvement initiatives to enhance service delivery, efficiency, and alignment with organizational best practices.
• Maintain strong ticket management practices, ensuring meticulous documentation, timely resolutions, and adherence to internal SLAs.
• Manage hiring, resource planning, and performance reviews to ensure the team’s capabilities and outcomes support broader organizational goals.
• Support the planning and execution of technology improvement projects, ensuring seamless implementation and user adoption.

Qualifications

$115-130,000, full benefits, vacation, pension and bonus.

I really look forward to hearing from you, but please understand that I will only be contacting those that are applicable for the role!

Options Consulting Solutions is an equal opportunity employer and welcomes applications from all individuals. Applicants selected for an in‑person interview will be asked whether specific accommodations are needed to support a personal disability.

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Seniority level : Mid‑Senior level

Employment type : Full‑time

Job function : Management

Industries : Staffing and Recruiting

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