Manager — IT
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Monthly Salary:
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
About us
Pathway Communications has a track record of 30 years providing high-quality Information Technology solutions including technical contact Centre services at Tiers I II and III to demanding corporate government and non-profit clients in Canada and the United States. We commenced operations in 1995 and have grown over the past 30 years from being one of Canadas pioneering ISPs to a provider of end-to-end corporate IT solutions including inbound technical support infrastructure management cybersecurity and application development and maintenance. Our commitment to excellence is reinforced by the critical certifications we have. These include amongst others SOC ISO 27000 PCI DSS and Uptime Institute Tier III Certifications for our data center. Visit us on the
Know more about Pathway by accessing the link:
What is Pathway Group of Companies Company Culture Mission Values Glassdoor
ROLE OVERVIEW
The Manager IT owns the full lifecycle of service delivery client success and business growth for an assigned client portfolio. You will lead 24/7 operations manage a multi-location team drive continuous improvement and act as a trusted advisor who actively grows the business equal parts operator people leader and commercial driver.
KEY RESPONSIBILITIES
Service Delivery: Own 24/7 contact center and service desk operations across all delivery regions ensuring SLA compliance contract adherence and world-class client experience.
Onboarding & Projects: Lead end-to-end client onboarding and project delivery from contract execution through go-live and into steady-state managed operations.
Technical Experience:Manage Windows Server environments administer Microsoft 365 (Exchange Teams SharePoint Intune Entra ID) leverage Kaseya for monitoring and automation and ensure endpoint security patching and backup compliance.
People Leadership: Manage mentor and develop service desk teams setting clear objectives running 1:1s and building a high-performance culture.
Reporting & CSI: Define and track all delivery KPIs (FCR MTTR SLA % CSAT uptime); produce accurate weekly and monthly reports for client and CEO-level review.
Tools & Governance: Ensure disciplined use of ACD ITSM ticketing and knowledge systems; champion self-service and automation to reduce ticket volume and improve efficiency.
RFPs & Solutioning: Support RFP responses and solution design as the ITO delivery SME contributing scope methodology staffing models and cost inputs alongside Sales.
Revenue Growth: Identify upsell and cross-sell opportunities within your client portfolio growing Pathway wallet share through a trusted-advisor approach aligned to client business goals.
WHAT WERE LOOKING FOR
Bachelors degree in IT Computer Science or related field
5 years leading service delivery for external clients
Proven 24/7 contact center or service desk leadership
Deep knowledge of ITIL SLAs and SOWs
Client onboarding project delivery and team management experience
Hands-on with ITSM platforms
English fluency (French an asset)
MANDATORYCERTIFICATIONS
- Microsoft certifications (e.g. MS-100 AZ-104 etc.)
- ITIL certification
- Experience with Azure cloud services and virtualization (VMware/Hyper-V)
GOOD TO HAVE
CompTIA Security / CISSP
AWS / Azure Fundamentals (CLF-C02 / AZ-900)
Lean / Six Sigma (Green Belt or higher)
CCXP Certified Customer Experience Professional
WHAT WE OFFER
* Compensation & Benefits $90000 - 950000CAD
Health dental & vision benefits
Paid vacation sick days
Culture & Growth
Senior role in a rapidly growing Canadian MSP
IT certification support
Multi-client portfolio with C-suite exposure
Location:Onsite Markham Ontario
Job Type: Full-Time
HOW TO APPLY
Submit your resume with subject Manager-ITto emailprotected. Include a brief note on your relevant experience.
We thank all candidates but only those selected for an interview will be contacted. We are not accepting calls from recruitment professionals currently.
Disclaimer:Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.
Pathway Group of Companies is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race ancestry place of origin citizenship creed sex sexual orientation age marital status family status disability color or ethnic origin as required by the Ontario Human Rights Code.
Required Experience:
Manager
Key Skills
About Company
Pathway Communications: Your trusted choice for Outsourced IT support services in Toronto. Elevate your business with our expertise and boost your business efficiency.
