Manager, IT Support Services Express Scripts Canada

Job Title: Manager IT Support Services

Location: Mississauga
Employment Type: Full-time

Reason for Vacancy: Replacement

Work Arrangement: Hybrid
Department Name: Technical Writing and IT Support Services

Pay Typed: Salaried

Pay Range: $95000-$110000 Annually

Please note that this is a general posting range and offer range will be varied based on relevant experience qualifications skills required and location for this role.

About Us

Express Scripts Canada (ESC) is the leader in health benefits management. Serving over 12 million members we help insurance carriers third party administrators and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge

information management systems and technology. Express Scripts Canada is a wholly owned subsidiary of Express Scripts one of the largest pharmacy benefit management (PBM) companies in North America part of The Cigna Group (NYSE: CI) a global health company. Together we deliver innovative

cost-effective solutions that improve access affordability and health outcomes for Canadians.

Job Summary

Express Scripts Canada is seeking a dynamic and peoplefirst Manager IT Support Services to lead a centralized team delivering highquality Tier 1 and Tier 2 technical support across our Canadian organization. This role is responsible for shaping the enduser support experiencespanning desktop application and service desk serviceswhile driving operational excellence service reliability and continuous improvement. Reporting to the Senior Manager you will lead IT support operations and incident management ensuring alignment with ITSM/ITIL best practices security standards and business priorities. Youll partner closely with internal stakeholders and U.S. counterparts to deliver consistent modern enduser technologies and an exceptional customer experience. This is a handson leadership role for someone who thrives in fastpaced environments values accountability and collaboration and is passionate about building strong teams and reliable services that enable the business to succeed.

Key Responsibilities:

• Lead the delivery of Tier 1 and Tier 2 IT support services across all Canadian locations including onboarding/offboarding user administration hardware/software provisioning asset management and mobile phone services.

• Oversee daily IT support operations including team scheduling workflow allocation and ensuring consistent coverage during business and afterhours support windows.

• Lead coach and develop IT Support team members through performance management goal setting skills development and career progression.

• Ensure effective execution of incident service request problem and escalation management processes meeting defined SLAs KPIs and customer service expectations.

• Champion Major Incident Management including rapid response stakeholder communications root cause analysis and postincident improvements.

• Produce monitor and analyze service metrics and trends to drive continuous improvement automation operational efficiency and cost optimization.

• Oversee enduser computing services including desktop and laptop support peripheral and mobile devices virtual desktop/remote access and device lifecycle management.

• Partner with Security teams to ensure devices are patched compliant and aligned with enterprise security standards and risk management practices.

• Manage vendor and thirdparty service provider relationships ensuring service quality contract compliance and value delivery.

• Support service transformation initiatives technology upgrades documentation improvements financial processes (POs and invoicing) and special projects aligned with organizational priorities.

What Were Looking For

• Bachelors degree in Computer Science IT or equivalent professional experience

• 5 years of management experience in an IT Support or Service Desk environment

• ITIL v4 Foundation certification (or higher) with 3 years of major incident management experience

• Strong knowledge of enterprise IT systems including Microsoft 365 Windows OS Active Directory/Azure enduser computing and virtual desktop technologies

• Customerfocused leader with strong communication skills across technical teams stakeholders and leadership

• Proven ability to lead teams make decisions and prioritize effectively in fastpaced highpressure environments

• (French is an asset)

Why Join Us

• Competitive compensation benefits and pension plan

• Career development and advancement opportunities

• A culture that celebrates innovation and collaboration

• Flexible work options and wellness programs

Pre-Employment Requirements

All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC for certain positions obtaining and maintaining a federal government security clearance is a bona fide occupational requirement. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment.

Our hiring process includes AI-powered tools to conduct video interviews take notes and score candidates; however all scores will be reviewed by hiring managers and our Talent team before making a decision.

NOTE: Internal candidates should apply before March 18 2026.