IT Support Manager

Ontario Wholesale Energy (OWE) is a leading provider of Natural Gas & Electricity Supply across North America. We specialize in delivering innovative energy solutions to businesses of all sizes while maintaining competitive pricing and toptier service.

Were looking for a dynamic IT Support Manager to lead our IT support function and ensure the seamless delivery of technical assistance across the organization. In this pivotal role youll blend strategic oversight with handson leadership to drive operational excellence maintain infrastructure integrity and elevate the enduser experience.

This is more than just support its about transforming IT into a proactive customerfirst partner across the business.

Why Join OWE

Competitive Salary with potential for bonus
Comprehensive Training & Certifications
Health Benefits (After 90 Days) & Employee Assistance Program
Generous Paid Time Off Holiday Breaks
Discounted Gym Membership
Modern Downtown Toronto Office (TTC Accessible)

Key Responsibilities

Leadership & Team Development

• Lead mentor and inspire a highperforming IT support team.
• Set clear goals provide coaching and feedback and promote continuous learning.
• Define and uphold IT support standards policies and best practices aligned with business objectives.
• Act as a senior escalation point for complex or highimpact technical incidents.

Operational Excellence

• Oversee daytoday service desk operations and ensure timely resolution of tickets and user requests.
• Monitor KPIs and SLAs identify trends and implement process improvements.
• Champion a culture of service excellence ensuring high levels of enduser satisfaction.

Infrastructure & Systems Oversight

• Manage the performance and upkeep of core IT infrastructure including servers networks endpoints and cloud platforms.
• Coordinate software/hardware updates patch management and asset lifecycle activities.
• Enforce security compliance and business continuity standards.

Project & Vendor Management

• Drive IT projects such as infrastructure upgrades system migrations and new technology rollouts.
• Collaborate with vendors and service providers managing SLAs and support contracts.
• Assist in budget planning tool selection and procurement for IT support resources.

Security & Compliance

• Implement and maintain cybersecurity controls to protect systems and data.
• Collaborate with InfoSec and other stakeholders on risk assessments and audits.
• Lead IT security awareness initiatives and enduser training programs.

Automation & Innovation

• Identify and implement automation solutions for repetitive support tasks using tools like PowerShell Power Automate or ServiceNow.
• Continuously evaluate support workflows for efficiency and scalability.

What You Bring

• Experience: 7 years in IT support roles including 2 years in a leadership or managerial capacity.
• Technical Skills: Proficiency in Microsoft Azure Windows Server Office 365 Teams Zoom networking hardware and virtualization (e.g. VMware).
• Leadership: Strong team management prioritization and decisionmaking capabilities.
• Problem Solving: Analytical mindset with a focus on root cause analysis and proactive resolution.
• Communication: Excellent interpersonal and crossfunctional communication skills.
• Education: Bachelors degree in Information Technology Computer Science or a related field preferred.
• Certifications: ITIL Microsoft Certified: Azure Administrator CompTIA Security (preferred).
• Customer Focus: Passion for providing seamless usercentric IT support.

Accommodation :

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