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Added 1 min ago
MANAGER, PMO ADJUDICATION (12 MONTH CONTRACT) - HYBRID
Green Shield Canada
Toronto, ON · Windsor, ON · Montreal, QC · Vancouver, BC
The Manager is accountable for the overall delivery of the team’s projects and ensures that the established service delivery model and project governance guidelines are followed. Overseeing…
Added 1 min ago
Program Manager
Goodwill Industries Ontario Great Lakes
Hamilton, ON · Oakville, ON · Burlington, ON
$56,000 to $60,000 CAD / year
The Program Manager provides leadership, management, and oversight of program staff, ensuring participants receive high-quality services and supports while program targets, funding…
Added 1 min ago
Technical Analyst
TrueContext
Ottawa, ON
Full-time
The Customer Success Manager owns the customer's outcomes and the Account Manager owns the commercial relationship. You own the problem in front of you: quick acknowledgement, a real…
Added 1 min ago
Housing Navigator
Blue Door Support Services
East Gwillimbury, ON
$22.46 CAD / hour
Full-time
We are looking for Housing Navigators who will report to the Program Manager. You will assist in the operation of the programs in accordance with agency policies and procedures; maintain…
Added 1 min ago
Housing Navigator
Blue Door Support Services
Beaverton, ON
Full-time
Reporting to the Program Manager, the Housing Navigator is responsible for the successful daily operation of the transitional housing program. In accordance with agency policies and…
Added 1 min ago
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Toronto, ON
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Sound understanding of Change Management practices, and ability to partner with and influence individuals and cross-functional teams.
Added 1 min ago
Enterprise Application Analyst
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Niagara Falls, ON
Full-time
…and Microsoft SQL Server environment. Reporting to the Senior Manager, Information Technology, this role serves as the primary technical lead for several business-critical systems,…
Added 1 min ago
Director, BMO Capital Partners
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Monitor existing portfolio companies; develop relationships with management to stay up to date on performance and outlook;
Added 1 min ago
Manager, Facilities & Capital Projects
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Vancouver, BC
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Added 1 min ago
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3-5 years of experience in a retail management role. Preferably as a General Manager.
Added 1 min ago
Manager Clinical Operations & Program Services
Carlington Community Health Centre
Ottawa, ON
$46.88 to $55.15 CAD / hour
Full-time
Working collaboratively with the Program Director and the Health and Support Services Team, the Manager contributes to program development, implementation, monitoring, evaluation and…
Added 14 mins ago
Ice Rink Operations Manager
Canlan Sports
Langley (District), BC · City of Langley, BC
Full-time
…budgets & costs are also the responsibility of the Operations Manager. This is a hands on management role – actively involved in day to day operations as well as a key member of the…
Added 14 mins ago
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TrueContext
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The Customer Success Manager owns the customer's outcomes and the Account Manager owns the commercial relationship. You own the problem in front of you: quick acknowledgement, a real…
Added 14 mins ago
Manager, IT Support Services
IDFusion Software
Winnipeg, MB
Full-time
IDFusion is looking to hire a Manager, IT Support Services to join our team. Do you want to work for a company that focuses on values for both its clients and employees? A company that…
Added 14 mins ago
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Added 14 mins ago
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Toronto, ON
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This is a highly cross-functional role. The Pricing Manager will work daily with the Group Pricing team in Germany to align methodology and reporting, with Sales leadership in the US and…
Added 14 mins ago
Undergraduate Admissions Coordinator
The University of British Columbia
Vancouver, BC
$4,739 to $5,102 CAD / month
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The position reports to the Manager, Student Services and receives functional direction and operational supervision from the Associate Director, Undergraduate Program. Works in coordination…
Added 14 mins ago
Refrigeration Operator – Ice Maker 3
The University of British Columbia
Vancouver, BC
$5,764 to $6,222 CAD / month
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Under the general direction of the Chief Engineer and Senior Manager, Arena Operations, this position is responsible for ammonia refrigeration ice plant making operations, daily routine…
Added 14 mins ago
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The University of British Columbia
Vancouver, BC
$23.4 to $24.74 CAD / hour
Part-time
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Added 14 mins ago
Senior Manager, Strategic Communications
The University of British Columbia
Vancouver, BC
$8,810.92 to $13,202.5 CAD / month
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The Senior Manager, Strategic Communications provides strategic leadership and is accountable for the development, integration and implementation of the Faculty of Medicine’s Education,…
Added 14 mins ago
Senior Manager, Public Relations
The University of British Columbia
Vancouver, BC
$8,810.92 to $13,202.5 CAD / month
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The Senior Manager, Public Relations provides strategic leadership and is accountable for the development, integration and implementation of the Faculty of Medicine’s Research & Innovation…
Added 16 mins ago
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Reporting to the Manager, Web and Digital Optimization, the Website Coordinator is responsible for the day-to-day management, maintenance, and optimization of the Save the Children's…
Added 16 mins ago
Strategic Initiatives Manager
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$92,510.6 to $96,369 CAD / year
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…walk alongside communities to create meaningful and equitable…
Added 16 mins ago
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Added 16 mins ago
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IDFusion Software

Manager, IT Support Services

Winnipeg, MB, Canada

Job type: Full-time
Apply by: Oct 21, 2026
Posting language: English
Posted: Sep 21, 2026

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Original job description

IDFusion is looking to hire a Manager, IT Support Services to join our team. Do you want to work for a company that focuses on values for both its clients and employees? A company that believes healthy, productive, and engaged employees drive organizational performance and success? Do you have a passion for leading people and delivering great client experiences? If this sounds like you, we'd love to meet with you!

The Manager, IT Support Services is responsible for leading our IT support team while acting as a key point of contact for our clients. This role balances people leadership with hands-on oversight of service delivery, ensuring our team provides clients with the level of IT support they expect while helping to grow and mature the IT Support Services Division at IDFusion. In this role, you'll be responsible for resource allocation, client prioritization, tool selection, and technical planning, while providing technical advice and guidance and mentoring the team.

Reporting to the Director of Managed Services, a typical day might include some of the following:

Lead, mentor, and manage the day-to-day performance of the IT support and technical team, including workload distribution, ticket queue oversight, and escalation management.
Act as a primary point of contact for assigned clients, building and maintaining strong relationships and ensuring service delivery meets or exceeds client expectations.
Participate in client meetings and Quarterly Business Reviews (QBRs) to review service performance, discuss upcoming projects, and identify opportunities to add value.
Monitor service level agreements (SLAs) across the team, ensuring uptime, performance, resources, and security of client applications and services meet agreed standards.
Serve as an escalation point for complex technical issues that cannot be resolved at the technician level, working hands-on when required.
Oversee client network, server, workstation, and infrastructure environments to ensure they are secure, stable, and aligned with best practices.
Manage project delivery for new infrastructure design, migrations, and upgrades, coordinating resources and timelines across the team.
Recruit, onboard, train, and develop technical staff; conduct regular performance reviews and support career growth within the team.
Develop, document, and enforce IT policies, procedures, and standards for both internal operations and client engagements.
Manage vendor relationships, software licensing, subscription renewals, and third-party agreements as assigned.
Track and report on key performance indicators (KPIs) for the team and individual client accounts, identifying trends and areas for improvement.
Support budgeting and resource planning for the IT department, including staffing, tools, and equipment needs.
Collaborate with sales and leadership to support the growth of the IT Support Services Division, including scoping new client engagements.
Maintain and/or oversee the development of client Disaster Recovery Plans and ensure backup solutions are monitored and tested.
Work both independently and with the team to ensure timely, complete, and effective execution of upgrades, change requests, and projects.

How Your Time Breaks Down:

40% - People and operational leadership
30% - Client and service management
20% - Escalations and technical oversight
10% - Projects, budgeting, and growth

Skills & Experience:

Minimum of 7 to 10 years of direct work experience in IT administration or support, including at least 3 years in a leadership or management capacity, ideally within a Managed Service Provider (MSP) environment.
Proven experience managing and developing a technical team, including hiring, coaching, scheduling, and performance management.
Strong client relationship management skills, with a track record of managing client expectations and service delivery in a professional services or MSP setting.
Solid working knowledge of networks, servers, workstations, and peripherals, with the ability to guide the team through complex technical issues.
Experience with Microsoft 365, Azure, Active Directory, Windows Server, and Exchange (on-premises, hybrid, and online).
Additional training or certification in Microsoft Professional certifications (O365, Administration, Configuration, Windows Server, Azure, SQL, Exchange, Teams) is an asset.
Would be nice: ITIL Foundation, PMP, CompTIA A+/Network+, or Cisco certifications.
Experience with PSA/RMM and ticketing platforms, and a solid understanding of SLA management.
Proven understanding of IT security, compliance, and auditing practices.
Experience with vendor management, licensing agreements, and budget oversight.
Excellent verbal and written communication skills, with the ability to present technical information to non-technical stakeholders.
Valid driver's license and vehicle required as travel is required from time to time

ID Fusion is proud to be a Manitoba Indigenous-owned and operated company. Employment Equity is a factor in selection. Applicants are requested to indicate in their covering letter or resumé if they are from any of the following groups: Women, Indigenous Peoples, Visible Minorities and Persons with a Disability.

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More about this job

Responsibilities

The Manager, IT Support Services leads the technical support team while acting as a primary point of contact for clients to ensure high-quality service delivery. This role involves resource allocation, technical oversight, project management, and mentoring staff to foster professional growth and operational excellence.

Requirements

Candidates must have 7 to 10 years of IT administration experience, including at least 3 years in a leadership capacity within a Managed Service Provider environment. Proficiency in Microsoft enterprise technologies, strong client management skills, and the ability to oversee complex infrastructure environments are essential.

Skills

IT Support
Team Leadership
Service Level Agreements
Microsoft 365
Azure
Active Directory
Windows Server
Exchange
Network Infrastructure
Project Management
Vendor Management
Budgeting
Technical Mentoring
Disaster Recovery
IT Policy Development

Visa sponsorship

Not detected in the job text

Keywords

IT Support
Managed Service Provider
MSP
Microsoft 365
Azure
Active Directory
Windows Server
Exchange
SLA Management
Network Infrastructure
Project Management
Vendor Management
Disaster Recovery
ITIL
PMP
CompTIA A+
Network+
Cisco
PSA
RMM
Ticketing Systems
KPI Tracking
Budgeting
Infrastructure Design
Technical Mentoring
IT Security
Compliance
Auditing
Client Relations
Team Leadership

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